Global Payment Risk Operation & CS
Content
Ways of Working
2. Operations Model and Culture
3. Methodology of work
7. Scope of the proposal
5. IT & Infosec
4. Locations
1. CS experience
8. Why Pentafon?
What we are?
A strong partner
MEXICO
Seats
+3K
10
Centers in Mexico and Latin America
USA
CDMX
- Laguna de Mayrán
- Mariano Escobedo
- Thiers
- Insurgentes
Texas
Certifications
Monterrey
Morelia
ANSI/TIA 942 TIER II
PCI-DSS Version 4 level 1
ISO 9001
SOC2-1
ISO 18295
Global Model CIC2.0
Hermosillo
LATAM
Support Languages
Spanish English
Mission
Venezuela
Perú
To integrate cutting-edge technology with subject matter experts to create a unique point of contact that with world-class certifications, allows our clients to understand and meet their customers’ needs in a secure and efficient manner.
Our DNA
Commitment
Honesty
Quality
years of experience
19+
Respect
Innovation
Satisfaction of our clients
Customer Service Omnichannel Model
4 Strategic Pillars
Human Talent
Technology
Recognized as the best Contact Center and among the top 5 Best Professional Services Companies to work for in Mexico.
Genesys Pulse Genesys Info Mart
Speech & Text Analytics
Infrastructure
Certifications
Customer Service Experience
Retail
Insurers
Services
Banking
Fintech
Culture
Absenteeism monitoring
Preventive activities
Culture
Rotation
Employee satisfaction
Employee survey
91%
Promoters
7%
Neutrals
2%
Detractors
Bimonthly sample:
eNPS 91%
Proposed
Facilities
Pentafon Insurgentes Facilities
Recruitment Plan
Sourcing Plan
Applications
50k
Candidates
First Contact
Pre Screening
Applicants
Contacted records by voice or text: Inbound and Outbound
Validated candidates in integrity
Personnel applied through different job sources or portals monthly.
Demographic filters: distance, age, salary, education.
Sources in BI
Multichannel Contact
- Weeks quoted
- Labor Bureau
- Judicial Bureau
- Credit Bureau
- Travel time
Demographic Filter
Integrity Filter
Sanitized Records
38k
Contacted
31k
Demography
25k
Integrity
16k
We exclude
+70%
Attend Appointment
8.8k
Candidates in the honesty filter
Recruitment Capability
SKILLS
Attend Appointment
8.8k
TECHNICAL SKILLS
Level 1
Level 2
Level 3
- Behavior
- Values
- Honesty
- Integrity
- Socioeconomic study
Level 4
- Behavior
- Values
- Honesty
- Integrity
- Socioeconomic study
- Polygraph tests
Competencies
6.8k
INTEGRITY TESTS
FILE
Our portfolio is reduced
Integrity
4.3k
CONTRACTING
+55%
File
2.9k
Integrity filter
INTEGRITY
SPECIALS
During the candidate evaluation process, we have 4 security levels depending on the type of information they will access.
Hired
2.5k
Only 4.4%of candidates reach operation
Operation
2.2k
Recruitment Screening Roleplay
Profile adherence
90%
Click here
www.pentafon.com
Role Play Results
Project Implementation
Output plan - Ramp up timeframe
At Pentafon, we propose a standard implementation plan of 7 weeks, which can be adjusted and coordinated with the client once we receive the project acceptance notification.
Week 5
Week 6
Week 7
Week 1
Week 2
Week 3
Week 4
Week 8
Go
Commercial / Client
Contract Signing
Recruitment and Staff Selection
Staff Training
Recruitment and Training
Agent Recruitment and Selection
On-the-Job Training
Agent Training
Facility Adjustments
Infrastructure
Branding
Communication Setup
Testing
IT
PC Configuration
Testing
Voice ConfigurationGenerative Bot
Testing
Go
Innovation and Development
Service Monitoring
Operations
Implementation Methodology
At Pentafon, we have a dedicated team for implementing services using the PMBOK methodology, which divides a project into five process groups, each containing activities and tasks necessary to achieve a project goal.
Client NPS
Average Evaluation
9.0
8.9
9.1
Semiannual Sample:
NPS 9.0 / 70%
Industry Benchmark:
60%
Work Force
Management
WFM Planning
Forecast
Advantages
WFM: Integrations with various call history platforms. Connection with HR for agent lists. Staffing: Internal automated developments. Experience in different businesses, timeframes, growths of up to 300%. We can accomodate up to 20% of existing-experienced agents & staff to your operations to strengthen the implementation phase.
Planning
Scheduling
Objective
Real-time management
Schedule income and training 120 days in advance, ensuring the necessary staff is available, with weekly meetings to adjust the number of recruits per recruitment.
WFM
Recruitment
Training
Operations
Certification
Staffing
Pentafon Training
Training Model
New Hire Training
Continuous Training
Product Training
Pentafon Induction
Certification
Immersion
Client Updates
Monthly Evaluations
Refresher Flight Plan
Types of Training
Training Efficiency
eLearning
LMS platform, based on MOODLE.
Online
Training through virtual classrooms in TEAMS.
Call monitoring (Meta QA = Ensuring knowledge and skills) Exams.
Survey: Measurement(Participant satisfaction - Knowledge - Skills - Relevance).
Post 30-day survey: MeasurementSatisfaction of the participant - Knowledge - Skills - Relevance).
30-day follow-up score (QA Objective).
Simulators
In-person
Classroom and technical classroom training
Practical training with AI simulators to evaluate and develop skills.
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
Click here
www.pentafon.com
E-learning
www.pentafon.com
Customer Service Training
The role of a Customer Service Executive
Call Management
120 minutes
120 minutes
Handling Difficult Customers
People First
120 minutes
120 minutes
Effective Communication Techniques
Emotion Management
120 minutes
120 minutes
Early Rotation: 10% - 15% Operational Rotation: 5%
Graduation Rate: 88.7% Nesting: 75% - 85%
Workshop Duration= 12 Hrs.
On - the - Job Training
Once the training process is completed, the executives are handed over to the immersion coordinator, who during the defined period will validate the profile, knowledge, and operational performance of the executive.
PHASE 01
PHASE 04
PHASE 06
PHASE 02
PHASE 03
PHASE 05
PHASE 07
Group delivery
Performance
Meet your team
Performance Monitoring
Graduation
- Group discussion
- Explanation of the process
- Goals for release
- Clarification of general doubts
- Profile validation
- Supervisor presentation
- Application connection
- Policies and processes
- Application demonstration session
- Call handling
- QA Monitoring
- Floor support
- Trainers and Alphas
- Quality Clinic
- Results group session, supervisor 30 min., at the end of the day
- QA Monitoring
- Floor support
- Trainers and Alphas
- Quality Clinic
- Results group session, supervisor 30 min., at the end of the day
- QA monitoring and feedback
- Follow-up for the next 4 days with each executive, identifying critical processes, skills, and dexterity for each activity, providing immediate feedback.
- Results report
- Achievement of individual and group goals
- Referral to personnel who did not pass the process
Quality and continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
PROTOCOLS
TAG
PROCESSES
BUSINESS
CUSTOMER VOICE
- Business scripts
- Legal scripts
- Call flow
- Customer data protection
- Confidential numbers
- Card numbers
- CVV
- Payment requests
- Idioms
- Sounds
- Silences
- Profanities
- Fillers
- End-to-end operational process
- 80 – 20 critical and compliance
- Continuous improvement
- NPS
- CSAT
- FCR
- EES
- Automation and efficiency
- Satisfaction
- Dissatisfaction
- Sentiment
AI for QA
Assessment accuracy
Objective scoring
Monitoring results analysis for action plans
Call processing
Agile quality guide setup
5 days calibrating with operational area
25% sample
Automatic reporting
AI Certification
Operation Methodology
13
Performance Improvement Practicies
Leadership
Customer Focus
Get to know your team, outline feedback methodology
Document specific progress in a weekly, monthly and quarterly basis
Step 1
Step 8
Industry specific onboarding, understanding type of users, clients
Presenting Information
Industry insights, customer behaviors, interaction’s analysis accross the board
Critical Thinking
Step 2
Step 7
PERFORMANCE MANAGEMENT PROCESS
Step 3
Step 6
Innovation introduction. Is your team aware of today’s tech?
Reward and recognize the good performance
Step 5
Step 4
Managing Resources
Expectation settings, eliminate ambiguity and promote ownership
Identify performance gaps and reinforce all resources available
Teamwork
Communication
Security
and continuity
PCI-DSS Level 1, Version 4.0
Compliance Level
0%
More than 6 million
Security incidents 2024
1 to 6 million
Annual transactions
20,000 to 1 million
Less than 20,000
Mandatory
External audit requirement
Internal audit
Not mandatory
Mandatory
Penetration testing
Optional
Not required
Mandatory
Vulnerability quarterly
Optional
Benefits
Not required
Security Ecosystem
Information Security
Operations Security
- Cybersecurity strategy.
- Information security committee.
- Internal/external vulnerability analysis.
- Risk assessment.
- Internal and external audits.
- Logical security consisting of antivirus, domain policies, etc.
- Security in Communications.
- Logical access control.
- Cryptography.
- Incident management.
- Transactional IVR.
Physical Security
Human Resources
- Physical Security.
- Arches, security guards with garret, and 1-1 control.
- Clean desk.
- Controlled access to devices, CCTV, and patrols.
- Security controls in the data center.
- AI in recruitment and selection process.
- During the candidate evaluation process, we have 4 security levels depending on the type of information they will access.
Business Continuity
- Own data center, certified in ANSI TIA Rated 2.
- Strategy and processes to ensure availability.
Redundant architecture (voice and data)
Benefits:
- Up to 3 carriers per site, for diversity and redundancy in intercommunication.
- VPN tunnels between sites as a complement to L2L and MPLS links.
- SDWAN technology at all sites to maintain secure and encrypted communication.
wwww.pentafon.com
Redundant electrical infrastructure
Emergency Plant A
Line A automatic transfer
Electrical Substation A
Line A UPS
Emergency Plant B
Line B UPS
Line B automatic transfer
Electrical Substation B
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability 2024
Architecture
Construction type, materials, roof, floors, and rooms.
Electrical system
Electrical redundancy, UPS topology, physical grounds, generators, and batteries.
Mechanical system
Air conditioning, piping, drainage, fire detection, and liquid detection.
Benefits
wwww.pentafon.com
Governance
Model
Governance Model
Ensuring satisfaction indicators
Interlocutors
Type
Frequency
Client Services Area
Contents
Operational
- Key KPIs
- Volumes
- Incidents and solutions
- Immediate action plans
- Operations manager and coordinator.
- Client (operational management level)
Weekly
- Operations director,
- Operations, quality, training, and WFM managers.
- Client (managerial level of each area)
Tactical
- KPI analysis and trends
- Resource optimization
- Corrective actions and improvements
- Customer Satisfaction
Monthly
Strategic
- Operational and financial evaluation
- Innovations and automation
- Expansion and business opportunities
- Cost and efficiency analysis
- Addresses from both organizations with impact or influence on the business
Quarterly
Partnership
- Evaluation of strategic relationship
- Profitability and return on investment (ROI)
- Market and competition view
- Growth and continuity plans
- Risk assessment and mitigation
Semiannual
- President, General Management, C-Level
Inbound Reports Example
INFOMART - Real-time and historical KPIs
Analysis tool that integrates real-time and historical data, capturing information from IVR and other sources to analyze interactions, navigation, and statistics in contact centers.
PULSE by Genesys - Agent status and operation
Allows managing agents, monitoring groups, viewing detailed statistics, and exporting templates for different operational environments, making it ideal for overseeing the performance of a contact center in a quick and centralized manner.
Innovation
Generative Artificial Intelligence
Offer with innovation
Pentafon offers all the tools with Generative Artificial Intelligence that enable operational efficiencies as well as minimize errors in information handling.
WFM
Attraction and Selection
Training
Operations
Quality
Reporting & Analytics
+MONITORING
+SIMULATOR
+INTERVIEWER
+AGENT ASSIST
+VOICEBOT
+CERTIFIER
+CHATBOT
+GENERATIVE IVR
Client Simulator
Simulator
Virtual environment where agents can practice skills in a realistic and personalized scenario, receiving instant feedback tailored to performance.
Features
Benefits
- Personalized learning
- Increase in graduation rate
- Decrease in learning curve
- Safe practice
- Soft skills development
- Real process simulation
- Different customer profiles
- Various evaluation levels
- Real-time feedback
Agent Assist
Agent Assist
AI Assistant for quick and reliable information delivery to agents
Features
Benefits
- Error reduction
- Reduction of AHT
- FCR increase
- Better customer experience
- Document references and URLs
- Continuous learning
- Controlled model
- Integration with existing systems
Chatbot
Chatbot
Simulate a conversation with a human user, using artificial intelligence and natural language processing. They can answer questions, provide information, and perform tasks automatically.
Features
Benefits
- Greater efficiency
- Availability 24/7
- Line decongestion
- Customer experience improvement
- Increased efficiency
- Data generation
- Natural conversation
- Personalization
- Integration with other systems
- Continuous learning
Why Pentafon?
CX & EX Awards 2025
Best Digital Transformation Strategy
Best Talent Management Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Recruitment process model as a key for operational excellence, delivery and success
Second largest bank in Mexico data protection.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
40%
100%
40%
100%
5 days to -48 Hrs
25%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Compliance with security audits
Efficiency in candidate selection
Reduction in fraud attempts
Time-to-hire
35%
60%
35%
60%
60%
35%
15%
40%
Mejora en la confianza del cliente.
Mejora en la confianza del cliente.
Reduction in incident response time
Retention rate after 6 months
Improved customer trust, reflected in surveys.
The incidence of fraudulent transactions was reduced
Tiempo de respuesta ante incidentes
Tiempo de respuesta ante incidentes
Best Sales and Omnichannel Strategy
Best Customer Experience Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
First place in retention and cross-selling scores for 6th largest insurance company in Europe
Flawless customer experience journey knowledge transfer.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
30%
20%
40%
100%
91%
40%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reduction in operational costs
Higher scores in customer satisfaction surveys
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Increase in cross-selling sales
Customer retention, reducing the cancellation rate by 50%
35%
60%
25%
35%
60%
Recognized with the Gold Medal at the National Awards by the IMT.
95%
48 Hrs to 2 Hrs
Mejora en la confianza del cliente.
Increase in customer loyalty and retention
Tiempo de respuesta ante incidentes
Mejora en la confianza del cliente.
In customer satisfaction
Response time
Tiempo de respuesta ante incidentes
Why choose us?
Benefits that make a difference:
- Experience: +20 years of experience with satisfied AAA clients.
- Transformation scenario generating efficiency and improving operational results.
- Client's strategic level.
- Security: We pride ourselves on being the only contact center in the Mexican market certified in Level 1 PCI-DSS version 4.0, ensuring the highest standards of security and data protection.
- Continuity: Our infrastructure with ANSI TIA Rated 2 certification guarantees over 99.9% availability and is supported by two electrical substations. Additionally, we have backup in our private cloud and perimeter security through Fortinet solutions.
- Management strategy: Experience working with GENESYS, the top Call Center platform and a global leader in voice and telecommunications.
- Innovation: Through Xira, development of robots with artificial intelligence (AI).
Scope of
the proposal
Proposal Scope - Risk Operation & CS
Service Window
Staff Considered
- Operations: Mon - Sun 10:00 to 19:00 CST
- Customer Service: 24/7 operations distributed in the following shifts:
- 06:00 - 15:00
- 15:00 - 22:00
- 22:00 - 07:00
Training
- 2 - 4 weeks of initial training
Contact Channels
Technology
- Access to ByteDance applications via dedicated links.
- Pentafon AI stack
www.pentafon.com
Sales
We support you in achieving your business goals by integrating technology and human factors with database intelligence processes. In this way, we group profiles, generate, and qualify leads by applying industry best practices.
Customer Service
We maintain and improve your customer satisfaction through interaction with them across all voice and data channels, supported by artificial intelligence and Speech & Text Analytics, to ensure quality and understand the voice of the customer.
Client survey
8.8
8.7
8.8
8.8
Quality
NPS - Promoters score
Satisfaction
POC
Collections
Our management model integrates technology into the strategy of intelligence and database dialing, using omnichannelity to increase the number and frequency of contacts and maximize recovery.
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Transcript
Global Payment Risk Operation & CS
Content
Ways of Working
2. Operations Model and Culture
3. Methodology of work
7. Scope of the proposal
5. IT & Infosec
4. Locations
1. CS experience
8. Why Pentafon?
What we are?
A strong partner
MEXICO
Seats
+3K
10
Centers in Mexico and Latin America
USA
CDMX
Texas
Certifications
Monterrey
Morelia
ANSI/TIA 942 TIER II
PCI-DSS Version 4 level 1
ISO 9001
SOC2-1
ISO 18295
Global Model CIC2.0
Hermosillo
LATAM
Support Languages
Spanish English
Mission
Venezuela
Perú
To integrate cutting-edge technology with subject matter experts to create a unique point of contact that with world-class certifications, allows our clients to understand and meet their customers’ needs in a secure and efficient manner.
Our DNA
Commitment
Honesty
Quality
years of experience
19+
Respect
Innovation
Satisfaction of our clients
Customer Service Omnichannel Model
4 Strategic Pillars
Human Talent
Technology
Recognized as the best Contact Center and among the top 5 Best Professional Services Companies to work for in Mexico.
Genesys Pulse Genesys Info Mart
Speech & Text Analytics
Infrastructure
Certifications
Customer Service Experience
Retail
Insurers
Services
Banking
Fintech
Culture
Absenteeism monitoring
Preventive activities
Culture
Rotation
Employee satisfaction
Employee survey
91%
Promoters
7%
Neutrals
2%
Detractors
Bimonthly sample:
eNPS 91%
Proposed
Facilities
Pentafon Insurgentes Facilities
Recruitment Plan
Sourcing Plan
Applications
50k
Candidates
First Contact
Pre Screening
Applicants
Contacted records by voice or text: Inbound and Outbound
Validated candidates in integrity
Personnel applied through different job sources or portals monthly.
Demographic filters: distance, age, salary, education.
Sources in BI
Multichannel Contact
Demographic Filter
Integrity Filter
Sanitized Records
38k
Contacted
31k
Demography
25k
Integrity
16k
We exclude
+70%
Attend Appointment
8.8k
Candidates in the honesty filter
Recruitment Capability
SKILLS
Attend Appointment
8.8k
TECHNICAL SKILLS
Level 1
Level 2
Level 3
Level 4
Competencies
6.8k
INTEGRITY TESTS
FILE
Our portfolio is reduced
Integrity
4.3k
CONTRACTING
+55%
File
2.9k
Integrity filter
INTEGRITY
SPECIALS
During the candidate evaluation process, we have 4 security levels depending on the type of information they will access.
Hired
2.5k
Only 4.4%of candidates reach operation
Operation
2.2k
Recruitment Screening Roleplay
Profile adherence
90%
Click here
www.pentafon.com
Role Play Results
Project Implementation
Output plan - Ramp up timeframe
At Pentafon, we propose a standard implementation plan of 7 weeks, which can be adjusted and coordinated with the client once we receive the project acceptance notification.
Week 5
Week 6
Week 7
Week 1
Week 2
Week 3
Week 4
Week 8
Go
Commercial / Client
Contract Signing
Recruitment and Staff Selection
Staff Training
Recruitment and Training
Agent Recruitment and Selection
On-the-Job Training
Agent Training
Facility Adjustments
Infrastructure
Branding
Communication Setup
Testing
IT
PC Configuration
Testing
Voice ConfigurationGenerative Bot
Testing
Go
Innovation and Development
Service Monitoring
Operations
Implementation Methodology
At Pentafon, we have a dedicated team for implementing services using the PMBOK methodology, which divides a project into five process groups, each containing activities and tasks necessary to achieve a project goal.
Client NPS
Average Evaluation
9.0
8.9
9.1
Semiannual Sample:
NPS 9.0 / 70%
Industry Benchmark:
60%
Work Force
Management
WFM Planning
Forecast
Advantages
WFM: Integrations with various call history platforms. Connection with HR for agent lists. Staffing: Internal automated developments. Experience in different businesses, timeframes, growths of up to 300%. We can accomodate up to 20% of existing-experienced agents & staff to your operations to strengthen the implementation phase.
Planning
Scheduling
Objective
Real-time management
Schedule income and training 120 days in advance, ensuring the necessary staff is available, with weekly meetings to adjust the number of recruits per recruitment.
WFM
Recruitment
Training
Operations
Certification
Staffing
Pentafon Training
Training Model
New Hire Training
Continuous Training
Product Training
Pentafon Induction
Certification
Immersion
Client Updates
Monthly Evaluations
Refresher Flight Plan
Types of Training
Training Efficiency
eLearning
LMS platform, based on MOODLE.
Online
Training through virtual classrooms in TEAMS.
Call monitoring (Meta QA = Ensuring knowledge and skills) Exams.
Survey: Measurement(Participant satisfaction - Knowledge - Skills - Relevance).
Post 30-day survey: MeasurementSatisfaction of the participant - Knowledge - Skills - Relevance).
30-day follow-up score (QA Objective).
Simulators
In-person
Classroom and technical classroom training
Practical training with AI simulators to evaluate and develop skills.
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
Click here
www.pentafon.com
E-learning
www.pentafon.com
Customer Service Training
The role of a Customer Service Executive
Call Management
120 minutes
120 minutes
Handling Difficult Customers
People First
120 minutes
120 minutes
Effective Communication Techniques
Emotion Management
120 minutes
120 minutes
Early Rotation: 10% - 15% Operational Rotation: 5%
Graduation Rate: 88.7% Nesting: 75% - 85%
Workshop Duration= 12 Hrs.
On - the - Job Training
Once the training process is completed, the executives are handed over to the immersion coordinator, who during the defined period will validate the profile, knowledge, and operational performance of the executive.
PHASE 01
PHASE 04
PHASE 06
PHASE 02
PHASE 03
PHASE 05
PHASE 07
Group delivery
Performance
Meet your team
Performance Monitoring
Graduation
Quality and continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
PROTOCOLS
TAG
PROCESSES
BUSINESS
CUSTOMER VOICE
AI for QA
Assessment accuracy
Objective scoring
Monitoring results analysis for action plans
Call processing
Agile quality guide setup
5 days calibrating with operational area
25% sample
Automatic reporting
AI Certification
Operation Methodology
13
Performance Improvement Practicies
Leadership
Customer Focus
Get to know your team, outline feedback methodology
Document specific progress in a weekly, monthly and quarterly basis
Step 1
Step 8
Industry specific onboarding, understanding type of users, clients
Presenting Information
Industry insights, customer behaviors, interaction’s analysis accross the board
Critical Thinking
Step 2
Step 7
PERFORMANCE MANAGEMENT PROCESS
Step 3
Step 6
Innovation introduction. Is your team aware of today’s tech?
Reward and recognize the good performance
Step 5
Step 4
Managing Resources
Expectation settings, eliminate ambiguity and promote ownership
Identify performance gaps and reinforce all resources available
Teamwork
Communication
Security
and continuity
PCI-DSS Level 1, Version 4.0
Compliance Level
0%
More than 6 million
Security incidents 2024
1 to 6 million
Annual transactions
20,000 to 1 million
Less than 20,000
Mandatory
External audit requirement
Internal audit
Not mandatory
Mandatory
Penetration testing
Optional
Not required
Mandatory
Vulnerability quarterly
Optional
Benefits
Not required
Security Ecosystem
Information Security
Operations Security
Physical Security
Human Resources
Business Continuity
Redundant architecture (voice and data)
Benefits:
wwww.pentafon.com
Redundant electrical infrastructure
Emergency Plant A
Line A automatic transfer
Electrical Substation A
Line A UPS
Emergency Plant B
Line B UPS
Line B automatic transfer
Electrical Substation B
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability 2024
Architecture
Construction type, materials, roof, floors, and rooms.
Electrical system
Electrical redundancy, UPS topology, physical grounds, generators, and batteries.
Mechanical system
Air conditioning, piping, drainage, fire detection, and liquid detection.
Benefits
wwww.pentafon.com
Governance
Model
Governance Model
Ensuring satisfaction indicators
Interlocutors
Type
Frequency
Client Services Area
Contents
Operational
Weekly
Tactical
Monthly
Strategic
Quarterly
Partnership
Semiannual
Inbound Reports Example
INFOMART - Real-time and historical KPIs
Analysis tool that integrates real-time and historical data, capturing information from IVR and other sources to analyze interactions, navigation, and statistics in contact centers.
PULSE by Genesys - Agent status and operation
Allows managing agents, monitoring groups, viewing detailed statistics, and exporting templates for different operational environments, making it ideal for overseeing the performance of a contact center in a quick and centralized manner.
Innovation
Generative Artificial Intelligence
Offer with innovation
Pentafon offers all the tools with Generative Artificial Intelligence that enable operational efficiencies as well as minimize errors in information handling.
WFM
Attraction and Selection
Training
Operations
Quality
Reporting & Analytics
+MONITORING
+SIMULATOR
+INTERVIEWER
+AGENT ASSIST
+VOICEBOT
+CERTIFIER
+CHATBOT
+GENERATIVE IVR
Client Simulator
Simulator
Virtual environment where agents can practice skills in a realistic and personalized scenario, receiving instant feedback tailored to performance.
Features
Benefits
Agent Assist
Agent Assist
AI Assistant for quick and reliable information delivery to agents
Features
Benefits
Chatbot
Chatbot
Simulate a conversation with a human user, using artificial intelligence and natural language processing. They can answer questions, provide information, and perform tasks automatically.
Features
Benefits
Why Pentafon?
CX & EX Awards 2025
Best Digital Transformation Strategy
Best Talent Management Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Recruitment process model as a key for operational excellence, delivery and success
Second largest bank in Mexico data protection.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
40%
100%
40%
100%
5 days to -48 Hrs
25%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Compliance with security audits
Efficiency in candidate selection
Reduction in fraud attempts
Time-to-hire
35%
60%
35%
60%
60%
35%
15%
40%
Mejora en la confianza del cliente.
Mejora en la confianza del cliente.
Reduction in incident response time
Retention rate after 6 months
Improved customer trust, reflected in surveys.
The incidence of fraudulent transactions was reduced
Tiempo de respuesta ante incidentes
Tiempo de respuesta ante incidentes
Best Sales and Omnichannel Strategy
Best Customer Experience Strategy
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
Una empresa del sector financiero buscaba reforzar la protección de datos sensibles de sus clientes.
First place in retention and cross-selling scores for 6th largest insurance company in Europe
Flawless customer experience journey knowledge transfer.
Resultados obtenidos
Resultados obtenidos
Results
Results
40%
100%
30%
20%
40%
100%
91%
40%
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Reduction in operational costs
Higher scores in customer satisfaction surveys
Reducción intentos de fraude
Cumplimiento en auditorías de seguridad
Increase in cross-selling sales
Customer retention, reducing the cancellation rate by 50%
35%
60%
25%
35%
60%
Recognized with the Gold Medal at the National Awards by the IMT.
95%
48 Hrs to 2 Hrs
Mejora en la confianza del cliente.
Increase in customer loyalty and retention
Tiempo de respuesta ante incidentes
Mejora en la confianza del cliente.
In customer satisfaction
Response time
Tiempo de respuesta ante incidentes
Why choose us?
Benefits that make a difference:
Scope of
the proposal
Proposal Scope - Risk Operation & CS
Service Window
Staff Considered
Training
Contact Channels
Technology
www.pentafon.com
Sales
We support you in achieving your business goals by integrating technology and human factors with database intelligence processes. In this way, we group profiles, generate, and qualify leads by applying industry best practices.
Customer Service
We maintain and improve your customer satisfaction through interaction with them across all voice and data channels, supported by artificial intelligence and Speech & Text Analytics, to ensure quality and understand the voice of the customer.
Client survey
8.8
8.7
8.8
8.8
Quality
NPS - Promoters score
Satisfaction
POC
Collections
Our management model integrates technology into the strategy of intelligence and database dialing, using omnichannelity to increase the number and frequency of contacts and maximize recovery.