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 limits operational visibility and delays decision-making. Facing this challenge, Pentafon, the Customer Experience Association, and global consulting firm Kenwitt brought together operational quality leaders to present Quality Next, the model that redefines how quality is measured, managed, and scaled in large operations.
During the event, three priorities were highlighted for companies seeking to transform their quality model:
- Integrate AI to expand coverage and reduce bias, enabling instant detection of errors, emotions, and friction points.
- Link quality to ROI, measuring direct impact on FCR, NPS, COPQ, and retention.
- Adopt a progressive maturity model, starting with controlled pilots and scaling toward predictive and prescriptive operations.
An essential component to support this new model—especially in highly regulated sectors such as retail, banking, and insurance—is having cybersecurity certifications that guarantee data integrity and protection throughout the quality cycle. Pentafon operates under ANSI/TIA 942, PCI-DSS Level 1 V4, and ISO 27001 standards, ensuring robust infrastructure, secure transaction handling, and full compliance with data protection regulations for clients and end users.
The result: an approach that enables organizations to move from “measuring the past” to anticipating the future, orchestrating continuous improvements with discipline, rigor, and speed.
At Pentafon, we believe the future of quality is not just technological: it’s the union of human experience, artificial intelligence, and data-driven decisions. Quality Next represents that path, and today we make it available to companies seeking to operate with world-class standards.