Pentafon Opens New Contact Center In Mexico City With More Than 850 Seats, PCI DSS v4.0 Level 1 Certified

This new facility strengthens Pentafon’s operational ecosystem and enables the company to support high-volume services with enhanced security controls, traceability, and compliance—especially for large enterprises that need to protect customer information in mission-critical operations. For Pentafon’s clients, this expansion means greater capacity for growth, stronger operational support, and an environment designed to manage sensitive information under one of the industry’s most stringent security standards.

In industries such as banking, fintech, insurance, retail, telecommunications, and professional services, a contact center does much more than handle calls and messages. It also manages identity verification, customer inquiries, sales, collections, customer support, personal data, contractual information, and processes that directly impact customer experience and trust.

As a result, information security has become a key decision-making factor. When outsourcing part of an operation, companies should look beyond seat capacity, costs, or service levels. They must also ensure that their provider has sufficient controls in place to protect the information exchanged during every customer interaction.

What is PCI DSS?

PCI DSS (Payment Card Industry Data Security Standard) is an international security framework developed by the PCI Security Standards Council to establish technical and operational requirements for environments that manage sensitive payment-related information. The official PCI DSS documentation identifies version 4.0.1 as the current standard and defines it as part of a comprehensive framework for protecting information throughout every stage of the payment process.

Version 4.0 is particularly significant because it raises security requirements to a more continuous, documented, and verifiable model. The 4.0.1 update clarified requirements and guidance without adding or removing obligations, while confirming that the new requirements remained effective as of March 31, 2025.

Level 1 certification represents the highest validation tier within PCI DSS. For enterprise clients, this means the provider operates under the most rigorous assessment and review standards. In outsourced operations, this distinction is critical because it reduces risk exposure and facilitates auditing, compliance, and corporate governance processes.

In Practical Terms, PCI DSS Helps Protect:

• Access to information: Controls who can view, modify, or manage sensitive data.

• Network and system security: Ensures the protection of the environments where information is processed and stored.

• Vulnerability management: Identifies, mitigates, and documents technology-related risks.

• Activity monitoring: Tracks access, changes, alerts, and incidents.

• Compliance evidence: Demonstrates that security controls are implemented and operating effectively.

• Operational discipline: Embeds security as an ongoing business practice rather than an isolated review process.

For Pentafon, this certification is part of a broader operational vision. The new site adds more than capacity—it reinforces a model designed to deliver mission-critical services with the right combination of scale, oversight, technology, talent, and security built into every process.

“Operational growth cannot be separated from security. To serve large enterprises, installed capacity must be supported by strong controls, traceability, and compliance,” said Antonio Fajer, President of Pentafon.

The opening of the new Insurgentes Sur facility enables Pentafon to expand its customer service, sales, collections, support, back-office, and digital channel operations. It also strengthens the company’s ability to absorb demand peaks, scale campaigns, and support processes where information protection is a non-negotiable requirement.

For clients, the value proposition is clear: they can grow with a partner that combines operational scale and security controls within a single ecosystem. This approach helps reduce risk, increase operational visibility, and better protect relationships with end customers.

Organizations should evaluate the security posture of their service providers with the same rigor used to assess productivity, coverage, and cost. In high-volume operations, trust is not built solely on faster responses—it depends on operating with control, accountability, and compliance.

With this new facility, Pentafon further strengthens its position as a strategic partner for large enterprises requiring secure, scalable, and auditable customer contact operations. The expansion on Insurgentes Sur reinforces Pentafon’s growth strategy: increasing operational capacity without compromising security, traceability, or service quality.