DEC Mexico Recognizes Pentafon as the Most Awarded Contact Center for CX & EX Initiatives
Customer Experience (CX) and Employee Experience (EX) have become two of the most important differentiators for modern organizations. In this context, Pentafon was honored with two DEC México Awards 2026, presented by the DEC México Association during the inaugural edition of these prestigious awards in the country.
The awards recognize projects that generate measurable business results through innovation, technology, and people-centric strategies, positioning Pentafon among leading organizations across Mexico, Latin America, and Spain.
Two Strategies Transforming the Experience
The award-winning initiatives reflect Pentafon's ability to develop solutions that integrate artificial intelligence, analytics, and operational excellence to solve real business challenges.
Best Customer Experience Strategy
In partnership with MAPFRE, Pentafon received the DEC México Award for Best Customer Experience Strategy for transforming the claims assistance process through a strategy that combines omnichannel engagement, specialized operational advisors, and predictive analytics.
The initiative was recognized for optimizing the customer experience during one of the most sensitive moments in the customer journey, enabling faster, more personalized, and more efficient service compared to leading organizations across Latin America and Spain.
This award validates a model where technology and operations work together seamlessly to improve the policyholder experience and raise service standards across the insurance industry.
Best Employee Experience Strategy
Pentafon was also recognized for its comprehensive Employee Experience strategy, focused on transforming talent attraction, training, and professional development through Generative AI, customer service simulators based on real-life scenarios, and process automation.
The strategy currently impacts more than 4,500 customer service professionals supporting leading companies across the banking, insurance, retail, and telecommunications sectors in Mexico.
Key results achieved include:
- 40% reduction in total recruitment time
- 26% reduction in cost per hire
- Faster onboarding and workforce readiness through AI-assisted training and real-world simulation environments
This model has enabled Pentafon to accelerate talent acquisition and development without compromising the quality of recruitment and training processes.
Innovation with Measurable Impact
Both awards reflect a vision in which Customer Experience and Employee Experience evolve together.
While artificial intelligence, automation, and analytics help optimize critical business processes, talent development strengthens service quality and operational responsiveness.
This approach has enabled Pentafon to create scalable solutions for highly regulated industries, delivering measurable outcomes for both clients and employees.
A Recognition of Excellence
The DEC México Awards recognize initiatives that advance the evolution of Customer Experience and Employee Experience through innovation, technology, and industry best practices.
Receiving two awards in the inaugural edition of these recognitions in Mexico reinforces Pentafon's leadership in designing strategies capable of transforming operations, optimizing performance, and elevating both customer and employee experiences.
Pentafon extends its gratitude to the DEC México Association and its Evaluation Committee for promoting initiatives that strengthen the evolution of Customer Experience and encourage innovation as a driver of industry growth across Mexico and Latin America.