Pentafon USA Blog

Explore contact center insights from Pentafon USA on CX, AI-enabled tools, omnichannel service, BPO, customer support, sales, and nearshore solutions.

MAPFRE increases interactions per hour by +21%, quality by +28%, and reduces abandonment by -44% through operational optimization and AI.

With an operational redesign centered on prevention, specialization, and real‑time control, MAPFRE...

Sephora achieves 99% CSAT, improves FCR by +13%, and reduces abandonment by -51% with an integrated omnichannel operation

With an integrated omnichannel operation, Sephora strengthened the customer experience, improved...

Banorte reduces abandonment by -33%, complaints by -67%, and cost per interaction by -14% with advanced analytics.

With advanced analytics and a collaborative Voice of the Customer model, Banorte strengthened its...

AI Drives Efficiency in Early Collections and Pre-Collections

In Mexico, consumer credit delinquency stood at 3.2–3.3% in Q3-2023. The environment demands higher...

Get Ready for Year-End and Multiply Your Conversions: A Strategic Guide for Digital Leaders

The holiday season isn’t just a spike in sales—it’s a critical opportunity to strengthen customer...

We Recertified Under ANSI/TIA 942 Tier II, Guaranteeing +99.97% Availability

In a country where 52% of organizations have experienced operational disruptions due to...

Pentafon Participates in CONVECOB 2025

In Mexico, more than 70% of companies recognize collections as a critical factor for liquidity in...

Ernst & Young + Penta HR: Talent Management Strategies in Light of the Digital Platforms Reform

In Mexico, more than 1.3 million people currently depend on digital mobility and delivery...

Quality Next at DEC Mexico: a new quality model powered by AI

Today, more than 38% of interactions in Latin American Contact Centers are audited manually, which...

Pentafon positioned as Major Contender in Everest Group’s CX Services in Insurance Operations PEAK Matrix® Assessment 2025

Pentafon is proud to announce its positioning as one of the 11 Major Contenders in the Customer...