Insights / Case Study
A leading telecommunications company was experiencing rapid growth across Latin America, but with expansion came the need to scale operational capabilities without sacrificing quality in customer engagements. Its challenges included expanding operational capacity, delivering consistent service across channels, and leveraging data to drive personalized customer engagement.
The company sought a partner capable of providing advanced technical solutions that could integrate digital and human interactions seamlessly.
Concentrix developed a hybrid operation—50% human and 50% digital—to meet the client’s evolving needs, combining technology, data insights, and human expertise. Key elements of the solution included:
This approach ensured a seamless integration of human and machine interactions, enhancing efficiency while maintaining a high standard of customer care.
Concentrix developed a hybrid operation—50% human and 50% digital—to meet the client’s evolving needs.
1,530 digital agents deployed and fully utilized across six partner vendors, seamlessly integrated with over 1,200 advisors
100,000+ omnichannel portal payments managed via email, calls, and SMS
In a highly competitive LATAM collections market, our approach to integrating humans and machines effectively helped the client achieve operational scalability, improve customer experience, and a fully orchestrate its omnichannel strategy.
