In Genius Solutions Inc. (IGS Inc.) is an international consulting firm that provides services to transform contact centers through consulting, technology solutions, and outsourcing. They take a collaborative approach to help clients improve the customer experience and optimize contact center operations. Their services include consulting, telephony software, business process outsourcing, and project implementation. IGS aims to increase customer retention, reduce costs, and optimize contact center infrastructure for clients in various industries including financial services, travel, and insurance.

1. Consulting – Technology - Outsourcing
Transforming
YOUR Contact Centre
5000 Young #1901 – Toronto, Ontario
info@ingeniussolutions.ca
Toll Free > 1-888-380-8878
www.ingeniussolutions.ca

2. We take a collaborative team approach to advising
Consulting – Technology - Outsourcing
clients how to transform their contact centre.
WHAT WE “Provide Leadership, Innovation, and
Transformation to contact centres
DO
globally”
IGS
In Genius Solutions Inc. (IGS Inc.) is a contact
centre consulting organization that provides
SERVICES Consulting
products and professional services to clients Telephony
internationally. IGS Inc. specializes in:
“Addressing the needs Software
 "Right-Shore" Global Outsourcing
 Customer Experience "In Genuity"
of Operations Leaders BPO
 Contact Centre Optimization and Technical Implementation
 Work @ Home Strategy Project Management
executives”
 Business Continuity Planning
Coaching
 Technology Solutions
Planning
 Change Management
 Project Implementation Technology
IGS Methodology Expected Result Industry Expertise
 Financial Services
 Customer Experience  Increase share of wallet
 Travel
 Work @ Home  Remote Workforce
 Insurance
 Technology Assessment  Call Centre Infrastructure ROI
 BPO – International
 RFP Creation
 Reduced Turnover www.ingeniussolutions.ca
 Operations cost reduction  Telecommunications
 “Right Shore” Outsourcing

3. IGS Team
Co-Founder and Partner of In Genius Solutions Inc. a privately held Professional Services firm based in Toronto,
Ontario focused on bringing best-in-class Business Leadership, Telecommunications Technology, and Customer
Experience Strategy Solutions to clients internationally. Frank is a Senior Information Technology Executive with
experience in the Telecommunications, Financial and Insurance industries. Throughout his tenure, Frank has
worked in numerous countries around the world, bringing practical and effective solutions to clients who are
looking to improve and expand their businesses globally. Having managed large-scale, multi-disciplinary projects
such as Call Centre Start-Ups and Technology Implementations in various global locations such as India,
Philippines, the US and Canada, Frank has built strong leadership, problem-solving and team-building
capabilities. Franks’ accomplishments include generating $80 million in sales revenue and millions in cost savings
for organizations throughout his career.
Frank Muzzi, Toronto, Ontario, Canada,
Principal Consultant, International
Co-Founder and Partner of In Genius Solutions Inc., Lilly has extensive experience as a Strategic Consultant in
various industries such as telecommunications, financial, insurance, airline and others. Offering proven
methodologies in the areas of Customer Experience, Technology Project Implementation and Performance
Management solutions, Lilly has achieved extraordinary results in the areas of Customer Satisfaction and
Retention, Employee Engagement, Cost Savings and Quality. Having spent the majority of her career building
improvement strategies and transformational roadmaps for clients, Lilly enjoys leading clients through their
change initiatives and implementing solutions that have sustainable, measurable and positive results.
Lilly Krstic, Toronto, Ontario, Canada,
Principal Consultant, North America

4. IGS Team
Over the past 28 years Bob has gained experience in Call Centre Operations, Marketing and Finance within the
Telecommunications Industry (Wireless, Cable and Landline) and International Airline business. Most recently he
was Regional Vice President for Customer Care for Rogers Communications with responsibility for over 1,500
employees in BC, Alberta and Ontario. He holds designations in finance and accounting (CGA Canada) as well as
marketing and international management. Bob was responsible for managing the day to day operations of a large
scale operation within the Western Region and also held national responsibility for target setting, and scorecards for
over 5,000 customer care consultants nationally including third party providers. He also launched a work from home
project which started with 120 employees and has now expanded to over 400 employees which resulted in
improved customer satisfaction, employee satisfaction and reduced operating costs. The Western Region delivered
service levels, improved customer satisfaction and had higher employee satisfaction most years while consistently
delivering at or below budgeted costs.
Bob Hamilton, Vancouver, BC, Canada,
Principal Consultant, North America
In a leadership career spanning more than 25 years, Wes has held a variety of senior roles in the BPO and call
center industry specializing in Telecom, Insurance, Healthcare, Financial Services and E-Commerce. He has
developed an impressive track record of accomplishment in the areas of revenue growth and business process
improvement. He has served in a number of multinational organizations including MCI, where he was head of the
Small Business Division; PRC, a leader in outsourced customer care, where he held the position of President and
COO; and, most recently, Cambridge Solutions (now xChanging), a global process improvement and BPO firm,
where he led their highly successful Insurance and Healthcare BPO Division for North America and Asia.
Wes Obrien, Boca Raton, Florida, USA,
Principal Consultant International BPO
Michael is a Project Management Specialist with more than 15 years experience. Michael's expertise in Project
Management systems and Project Management Leadership has benefitted small and large companies alike.
Recently Michael's focus has been on delivering Enterprise Project Management Solutions for large scale
companies in the Construction, Oil & Gas and Power Generation industries. Also a trainer and curriculum designer,
Michael has educated hundreds of students and continues to promote the value of Project Management principles
in all industries. Michael holds his PMP designation with PMI.org.
Michael Le Page, Dundas, Ontario, Canada,
Principal Project Manager