Case Study: Entel Connect Center

How Entel Connect Center grows with its customers using CXone Mpower

Entel Connect Center uses CXone Mpower 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
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ABOUT

Entel Connect Center offers Contact Center BPO services and technology services in Latin America.

INDUSTRY

BPO services

WEBSITE

corporaciones.entel.cl/contact-center

LOCATION

HQ in Santiago, Chile

SIZE

3,500 agents

NiCE solutions

CXone Mpower platform
Omnichannel Routing
Recording
Supervisor Workspace

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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.

Rene Martinez Cisterna

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 Mpower 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.