EmpireOneCX is a customer experience and business process outsourcing company headquartered in Toronto, Ontario, Canada. Founded in 2009, it provides customer support, technical support, back-office and finance and accounting services to clients in North America and other international markets, combining offshore teams with AI-assisted workflows.
Customer experience is the core of the business. EmpireOneCX runs omnichannel contact centre programmes covering voice, live chat and email, along with multilingual customer support, help desk and technical support, appointment scheduling and query resolution. The company says it places particular emphasis on first call resolution and offers 24/7 coverage.
Beyond the contact centre, EmpireOneCX offers back-office support, finance and accounting BPO, quality assurance outsourcing, and recruitment and workforce support. It describes its model as AI-assisted but human-led, using automation to speed up routine work while trained agents handle customer interactions. The company says new customer experience teams can go live in as little as 72 hours.
EmpireOneCX serves a wide range of sectors, including retail, automotive, travel and hospitality, telecommunications, insurance, healthcare, energy and utilities, technology and SaaS, government, legal, financial services, ecommerce, real estate, gaming, home services, home warranty, and transportation and logistics. Its website lists a global footprint that spans Canada, the United States, the United Kingdom, Australia, the UAE, Morocco, Nicaragua, Colombia, Venezuela, Bolivia, Paraguay, South Africa, Pakistan and the Philippines.
On security and compliance, the company reports SOC 2 Type II verified controls, PCI DSS compliance for card data, HIPAA compliance for healthcare data, GDPR compliance and ISO/IEC 27001:2022 certification, and it is a BBB accredited business. It also reports efficiency gains of 35 to 60 percent from automation and a client satisfaction score of 4.8 out of 5.
EmpireOneCX suits mid-sized and larger companies that need a multilingual, compliance-focused outsourcing partner for customer support and back-office work, particularly in regulated industries such as healthcare, insurance and financial services. Its range of delivery locations also makes it an option for businesses that want nearshore and offshore coverage from a single provider.
