A regional health system's procurement team is evaluating three customer-operations vendors against a single appointment-confirmation program. The CFO wants unit cost modeled three ways. The COO wants to know when agents go live. The general counsel wants the termination clause and the governing-law section. The questions below are the ones procurement, finance, and operations leaders ask first when evaluating Invictus, in the order they tend to ask them.

Invictus was founded in 2012 and operates from Belmopan, Belize. The company runs a unified platform (contact center, CRM, multilingual AI) called iKunnect alongside a nearshore BPO that staffs and supervises the operations the platform runs on. Clients engage either side independently or both together. The pricing, deployment, and contract structure below covers all three configurations.

Pricing models

Invictus prices in three shapes. The shapes compose against client need, and a multi-channel or multi-vertical engagement frequently uses different shapes for different lines of work within the same contract.

Per-seat

The familiar BPO model. The unit of work is an agent hour. Per-seat pricing applies to steady-state operations where contact volume is predictable and the operation runs against a known staffing plan: a 40-agent inbound queue running 7 a.m. to 7 p.m. Central, for instance, or a 12-agent back-office team processing claims forms across a defined shift.

Per-seat is the default model for clients who want a fully managed BPO with predictable monthly spend.

Per-interaction

The unit of work is a customer contact. Per-interaction pricing applies where contact volume is volume-driven and the customer wants unit cost tied to actual contact volume rather than agent capacity. Common shapes: a retail brand whose contact volume spikes 6x during peak holiday weeks, a healthcare network whose appointment-line volume varies seasonally, or a financial-services lender whose loan-application call volume tracks rate movements.

Per-interaction pricing aligns the vendor invoice to the customer's actual demand curve. It works well in operations where staffing the peak as a steady-state agent count would carry meaningful idle cost.

Outcome-based

The unit of work is a measurable business outcome. Outcome-based pricing applies where the operation has a clean, definable result the vendor can be paid against: a defined volume of documents processed at a defined accuracy bar, appointments confirmed at a defined rate, claims handled to a defined first-resolution standard, leads qualified to a defined conversion threshold.

The vendor brings technology and labor against the outcome. The customer pays against the result. Outcome-based pricing transfers operational risk to the vendor in exchange for the vendor capturing more of the upside when the operation runs well.

When each pricing model fits

Four questions resolve the right pricing shape for most engagements:

1. Is the contact volume predictable on a monthly basis? If yes, per-seat tends to fit. If volume swings meaningfully week to week or month to month, per-interaction fits better.

2. Is there a clean, measurable business outcome the operation produces? If yes (appointment-confirmed rate, first-call resolution, claims handled to a defined standard), outcome-based pricing is on the table. If the operation is general-purpose customer service with no single dominant metric, per-seat or per-interaction fits better.

3. Does the customer want fixed monthly spend or variable spend tied to demand? Fixed favors per-seat. Variable favors per-interaction or outcome-based.

4. Is the customer willing to instrument the outcome on their side? Outcome-based pricing requires shared measurement infrastructure. If the customer cannot or will not instrument the outcome, the model defaults to per-seat or per-interaction.

A single engagement can use different shapes for different work. A healthcare client might run inbound patient-access lines per-seat, an appointment-confirmation campaign outcome-based, and a seasonal flu-shot campaign per-interaction.

Deployment timelines

Deployment timing depends on what is being implemented.

Platform-only configurations: hours to days. iKunnect deploys against a customer's existing telephony, CRM, and identity environment without the long integration cycles enterprise stacks require. Standard platform-only configurations are live within hours for simple deployments and within days for environments with more integration surface area.

Platform plus labor (typical): 30 days. A typical engagement that includes both platform and agents goes live in 30 days. The 30-day cadence covers agent hiring against the client's vertical and language requirements, agent training on the client's product and processes, supervisor staffing, QA cadence setup, and the platform configuration that ties the operation together.

Rescue cadence: 48 hours. Used in production-failure situations where a customer's existing contact center has stopped working and the operation has to take over immediately. The 48-hour cadence is not a standard deployment timeline. It is a crisis-response capability that exists because Belmopan-based operations can mobilize a trained agent pool, supervisor staffing, and platform configuration on accelerated timelines that most BPOs cannot match. Clients in this situation typically expand into a longer-horizon engagement once the immediate crisis is resolved.

Pilot programs

Invictus offers 60- to 90-day pilot engagements for buyers who want to test the operating model on a defined slice of volume before committing to a multi-year program.

Common pilot shapes:

• Single-vertical pilot. The buyer tests one vertical within a multi-vertical operation. A regional bank running both retail-banking customer service and loan-application intake might pilot Invictus on the loan-application side first.

• Single-channel pilot. The buyer tests one channel within a multi-channel operation. A retail brand might pilot Invictus on chat and email while keeping voice with the incumbent vendor for the pilot period.

• Single-language pilot. The buyer tests one language within a multilingual operation. A client with operations across English, Spanish, and Portuguese might pilot Invictus on the Spanish queue first to validate the multilingual layer.

Pilots run under the same operating discipline as a full program: SOC 2 Type II and HIPAA or PCI DSS controls as applicable, full QA review on every contact, the same supervisor and workforce-management model. Pilots transition into multi-year engagements when the operating proof clears the customer's internal threshold.

Contract structure

Governing law. Invictus contracts under US law with US-headquartered governance. Disputes resolve in US jurisdiction. Standard contracts default to Delaware governing law for most clients.

Term. Standard engagements run multi-year. Typical contract lengths are two or three years for full BPO engagements and one to two years for platform-only engagements. Pilot programs run 60 to 90 days outside of the multi-year frame.

Business reviews. Quarterly business reviews are standard. Each QBR is delivered against a shared scorecard covering volume, quality, CSAT, FCR, agent retention on the program, and any program-specific KPIs the contract designates. Reviews are on the record. Customers receive the deck and the scorecard data.

SLAs. Standard SLAs cover platform uptime (target 99.5% on standard SLAs, with the operating profile running 99.2% on a trailing twelve-month basis), answer time (sub-30-second target on inbound voice), first-contact resolution (program-specific targets), QA review (100% of contacts reviewed), and supervisor escalation timing.

Termination. Standard termination provisions include termination for cause with cure period, termination for convenience with notice period (typical: 90 days), and immediate termination for material breach. Exit transitions include data return, knowledge transfer to the customer's incoming vendor or in-house team, and a defined wind-down period.

Pricing changes. Standard contracts include annual indexing language tied to a defined index and capped at a defined ceiling. Quarterly indexing language is available where the engagement structure warrants it.

Frequently asked questions

How are seats counted, FTE or headcount?

Per-seat pricing is denominated in FTE, not headcount. A seat is a full-time-equivalent agent on the program. Two part-time agents covering a single FTE on opposite shifts count as one seat. Supervisor and QA staffing is layered on top of the agent FTE count and priced separately depending on the engagement shape.

How does outcome-based pricing work in practice?

The contract defines the outcome in measurable terms (e.g., "appointments confirmed at or above 88% confirmation rate against the eligible patient list, with confirmation defined as patient verbally confirming the appointment time and date on the call"), the measurement methodology, and the rate paid per qualifying outcome. The customer instruments the outcome on their side; Invictus delivers the operation; both sides reconcile on a defined cadence (typically monthly). The vendor takes operational risk if the outcome misses the threshold and captures upside if the outcome clears it.

What is included in the platform fee versus the BPO fee?

The platform fee covers iKunnect access (contact center, CRM, multilingual AI), platform-side configuration and tuning, telephony fabric, and platform-side support. The BPO fee covers agent labor, supervisor staffing, workforce management, QA review, training, and the operating overhead that runs the agents against the customer's processes. Customers who consume only the platform pay only the platform fee. Customers who consume only the BPO services on their own platform pay only the BPO fee. Customers who consume both pay both, structured as separate line items on a single all-inclusive invoice.

What's the typical contract length?

Two or three years for full BPO engagements. One to two years for platform-only engagements. 60 to 90 days for pilots. Shorter or longer terms are negotiable against the specifics of the engagement.

Are there setup fees, and how are they structured?

Setup fees apply on engagements that require meaningful initial investment: agent recruiting and training against a specialized vertical, custom platform configuration, integration with the customer's CRM or telephony environment, regulatory training for vertical-specific compliance requirements. Setup fees are quoted against the specifics of the deployment and are presented as a line item on the initial invoice with the scope of work documented in the statement of work. Standard deployments against the typical 30-day cadence carry a defined setup fee structure that is presented to the buyer during contract negotiation.

How does pricing scale with multilingual coverage?

The 150+ language multilingual layer is part of the iKunnect platform fee. It is not priced as a per-language or per-minute add-on. Clients with multilingual operations pay the standard platform fee and gain real-time bidirectional voice and text translation across the full language set. Per-agent language certification (e.g., bilingual English/Spanish agents) is priced separately as part of the BPO fee where the engagement requires native speakers on specific queues.

How does pricing scale across geographies?

Pricing is denominated in US dollars and structured against US, Canada, and Latin America operations as a default footprint. Engagements that require agent coverage outside that footprint or operating-hours coverage that exceeds standard US business hours plus extended-evening cover (e.g., 24/7 global operations) are priced against the specifics of the staffing model and the time-zone coverage requirements.

What QA reporting is included as part of the engagement?

100% of contacts are QA reviewed. Standard QA reporting includes per-agent scorecards on a weekly cadence, per-team scorecards on a monthly cadence, per-program scorecards on a monthly cadence, and the full QA dataset accessible to the customer through the iKunnect platform. Calibration sessions between Invictus QA and the customer's QA team are run on a monthly cadence by default.

What governance cadence is standard?

Quarterly business reviews are the standard governance cadence and are on the record. Operating reviews run on a weekly cadence between the Invictus account team and the customer's operating point of contact. Executive escalations are available on-demand. Monthly business reviews are available on engagements that warrant them, typically larger or higher-complexity programs.

What termination and exit provisions are standard?

Termination for cause with a cure period, termination for convenience with 90-day notice, and immediate termination for material breach are standard. Exit transitions include customer data return in a defined format, knowledge transfer to the customer's incoming vendor or in-house team across a defined wind-down period (typically 60 to 90 days), and continued operations through the wind-down period at standard pricing. Customer-owned content, recordings, and platform-side data return to the customer on exit.

What does pricing for a platform-only engagement look like?

Platform-only engagements are priced against the iKunnect modules the customer consumes (contact center, CRM, multilingual AI, or a subset) and the user count on the platform. The platform-only model carries no agent or supervisor cost on the Invictus side because the customer is staffing the operation themselves. Setup fees on platform-only engagements are typically lower than platform-plus-labor engagements because the agent training and supervisor staffing layers do not apply.

What does outcome-based pricing look like for named use cases?

Three reference shapes:

• Healthcare appointment-confirmation operations. Priced per confirmed appointment against a defined eligible-patient list, with confirmation defined as patient verbally confirming the appointment on the call. The operating metric in this vertical is appointment-confirmed rate, because in contractor-physician networks, call abandonment translates directly into provider compensation.

• Financial-services first-call resolution. Priced against contacts resolved within the first call to a defined resolution standard, with the standard documented in the contract (e.g., issue resolved without warm transfer, callback, or escalation to a higher-tier queue). Used on operations where FCR carries direct downstream impact on customer churn or compliance exposure.

• Insurance first-notice-of-loss handling. Priced per FNOL intake completed to a defined documentation standard, with the standard covering required policyholder information, claim details, and documentation discipline regulators expect. Used on carrier-side operations where FNOL quality affects downstream claims-cycle time and reserve accuracy.

Each outcome-based engagement is structured against the specifics of the operation, the measurement methodology, and the rate the customer is willing to pay against the result.