CXone Dashboards
November 4, 2025
Case Study: Entel Connect Center
How Entel Connect Center grows with its customers using CXone
Entel Connect Center uses CXone to scale with customer needs, lower tech costs, and empower teams with AI-driven insights.
15-20%
Gain in efficiencies
Improved
Occupancy rates
Industry
BPO
Region
Latin America
Company size
Enterprise
Share
ABOUT
Entel Connect Center offers Contact Center BPO services and technology services in Latin America.
INDUSTRY
BPO services
LOCATION
HQ in Santiago, Chile
SIZE
3,500 agents
NiCE solutions
- CXone platform
- Omnichannel Routing
- Recording
- Supervisor Workspace
CHALLENGE
To stay competitive in the BPO market, Entel Connect Center needed a more flexible solution that allowed them to scale its agent teams as its clients’ needs shifted — and one that would offer consistent operations across countries. Working with an on-premises solution that was difficult and costly to maintain, ECC knew it needed to make a shift to a cloud-based, omnichannel contact center solution that would attract more business.
“Our proposition to customers is to offer them the very best technology available, and we are increasing our customer base and becoming more competitive in the BPO market because of NiCE’s technology and reputation.”
Technology & Project Manager
Entel Connect Center
SOLUTION
Agents, supervisors, and leadership alike are using the new insights they’re uncovering to improve service while lowering technology costs. As the platform rolls out to more teams, word is spreading throughout the company about the positive changes the CXone platform is making. With a company-wide push to adopt AI solutions that offer ECC clients the best technologies and bring customers an outstanding experience, NiCE is delivering the efficiency and productivity ECC needs to make it happen.
