Start
We warmly welcome you!
At Pentafon, we are committed to continuous improvement and innovation, offering efficient and secure solutions in contact centers to transform and optimize our clients' experience. We are proud to accompany you on this journey, providing the necessary support to achieve your goals successfully.
Continue
Content
1. Company Overview
2. Risk Control & Training for Collections & CS
3. Quality & Continous Improvement
4. Operational Methodology
5. Innovation & Artificial Intelligence
6. Proof Of Past Collaborations
7. Industry Recognition
8. Compliance & Security Certifications
Pentafon Overview
A solid alliance
USA
Texas
We are a company that is part of Grupo Neikos. We have more than 3,000 stations, 9 centers in Mexico and Latin America; certifications such as version 4 PCI-DSS Level 1, ISO 27001, ISO 18295, ISO 9001, Global CIC2.0 Model, ANSI/TIA 942 TIER II, and SOC2-1.
Through secure technological infrastructure in high availability that guarantees service continuity.
MEXICO
CDMX
- Laguna de Mayran
- Mariano Escobedo
- Thiers
- Insurgentes
Monterrey
Morelia
Hermosillo
LATAM
Venezuela
Peru
Our Values
+20
years of experience
Innovation
Commitment
Honesty
Respect
Quality
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
Risk Control & Training
End-End Operational Framework
CONTINUOUS TRAINING
INITIAL TRAINING
IMMERSION
BASED ON THE KIRKPATRICK MODEL: REACTION | LEARNING | BEHAVIOR | RESULTS
EXECUTIVE | MANAGEMENT | COORDINATOR | SUPERVISOR | TRAINING | QA | HR | WFM | MIS | INNOVATION & DEVELOPMENT| IMPLEMENTATION | IT | SECURITY
wwww.pentafon.com
End-End Collections Framework
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.
Simulators
In-person
Classroom and technical classroom training
Practical training with AI simulators to evaluate and develop skills.
Collections Training
The role of a Collector
Recovery techniques
120 minutes
120 minutes
Introduction to the world of ARM
Handling difficult clients
120 minutes
120 minutes
Creative aspects of a collector
Phone recovery
120 minutes
120 minutes
Early attrition : 10% - 15% Operational attrition: 5%
Graduation Rate: 90% Nesting: 75% - 85%
Workshop duration= 12 Hrs.
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 Attrition: 10% - 15% Operational Attrition: 5%
Graduation Rate: 88.7% Nesting: 75% - 85%
Workshop Duration= 12 Hrs.
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
Quality & Continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
CUSTOMER VOICE
PROTOCOLS
TAG
PROCESSES
BUSINESS
- 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
Automated Quality - CX
Medium
Product
Practice real scenarios with NI
Generate improvement statistics
Certify pass to Floor
Graduation rate Curve Rotation
Certifier / AI
Monthly results presentation
Generate voice customer / CX report
Define monitoring sample
QA Manager
Perceived Quality
Service quality report generation
Service quality
Evaluate calls
Send alerts
QA / AI
Report EC behaviors
Generate process-level analysis
CX NPS CSAT FCR CES
Evaluate calls
CX Analytics
Issued Quality
Speech
Trend detection
Transcribe calls
Data creation
Data Governance Reporting - MIS&BI
Data Upload Information
Extraction of CRM, IVR, and ACD databases (internal developments, Avaya, Oracle, Sprinklr, Genesys, Genesys Cloud, Five9) via ETL and loading processes.
Transformation
Sync of the Pentafon data warehouse allows us to categorize different sources and generate information cubes.
Dashboards
Reports
Through automatic tasks and queries, report or dashboard updates are generated that depend on processes and tools rather than people.
We have BI dashboards for dynamic KPI management.
Advantages:
100%
- Pentafon data models. Access all detailed information without consuming custom reports.
- Automation in database connections via API, ETL, RPA.
- Experience in integrations with various calling platforms.
- A customized Infomart BI tailored to each business's needs.
of effectiveness in:
- Report accuracy
- Online reports
Operational Leadership
Pentafon's Team
Antonio Fajer President
Jesús Bermejo Director of Growth and Strategy
Ingrid Gomiciaga Subdirector of Administration
Rolando Blanco HR Director
Filiberto Mondragón General Director
Edmundo Olguín IT Director
Irasema Sánchez Operations Director
Omar Jiménez Continuous Improvement Director
Joel García Operations Director
Salvador Rodríguez Subdirector of Command Center
Emmanuel Moran Operations Director
Operational Methodology
Performance Improvement Practices
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
Inbound Reports Example
Example of Outbound Reports
Command Center by Genesys - MIS&BI
Set of online reports on our Genesys platform with BI views that allow real-time and historical information.
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
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
+IVR GENERATIVO
Voicebot
Generative
Generative Voicebot
Tool that uses generative AI, capable of maintaining natural and fluid conversations with users through voice.
Features
Benefits
- Greater efficiency in management
- Generation of qualified leads
- Scalability in capacity
- Cost reduction
- Line decongestion
- Availability 24/7
- Reduces waiting times
- Unique and personalized interactions.
- Natural tone of conversation.
- Continuous and semi-autonomous learning.
- Integration with other systems.
- Ability to transfer to agents for closing sales.
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
Proof of Past Collaborations
Omnichannel Collections Clients
Department Store 1
Department Store 2
Accessible Banking
Retail Shop
Accessible Banking
Fintech
Telecommunications
140k clients
98k clients
350k clients
50k clients
68k clients
330k clients
492k clients
- 2023-2024: 1st place with over 100% compliance
- Recognized for 2 consecutive years as leaders in portfolio recovery
- Challenge: 80% of the portfolio based on results
- Due to our results, we were assigned a special portfolio of high-risk clients
- Welcome call and financial education voicebot
- 1st place in portfolio recovery
- 80% of the portfolio assigned
- We manage their digital strategy
- 30% difference compared to our competitors
- Digital strategy with a voicebot in the preventive portfolio
- 1st place versus the internal channel
- 1st place in early delinquencies
- Omnichannel strategy with more than 20% through internal channels
- Omnichannel approach for delinquencies of 4 to 6 months
- 1st place in early delinquency during the first 5 consecutive months
- 1st provider with an omnichannel strategy
- In 2024, we surpassed the results of the other providers from 2023
- 1st service implemented 100% digitally.
- 1st place among providers with a 100% digital strategy.
- 1st place compared to traditional call center competitors
Fintech space solutions
System
SERVICES
BLASTER
VOICE
WHATSAPP
SMS
E-MAIL
Customer Service Experience
Retail
Insurers
Services
Banking
Fintech
Industry Recognition
Why choose Pentafon?
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).
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
Client NPS
Average Evaluation
9.0
8.9
9.1
Semiannual Sample:
NPS 9.0 / 70%
Industry Benchmark:
60%
Compliance &
Security Certifications
Certification PCI DSS
Certifications
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
PCI-DSS Level 1, Version 4.0
Compliance Level
0%
More than 6 million
Security incidents Since 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
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability
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
Pentafon
Facilities
Pentafon Insurgentes Facilities
Pentafon HQ-Thiers
Meeting rooms
Controlled access
Security arches
Main access
Infirmary
Operational area
Operational area
Training rooms
Common Areas
Additionally, our resting areas are designed to promote team well-being, ensuring the satisfaction of both our clients and the agents who are part of this ecosystem.
Rest Area
Dining Room
Common Areas
Play Area
Parking
Elevators
Lockers
Emergency Staircase
www.pentafon.com
Carrier Dinámico
Data Security and Protection with AI:
In an environment where cybersecurity is a priority, a financial sector company sought to strengthen the protection of its clients' sensitive data. The implemented solution included: Real-time AI monitoring: Analysis of over 500,000 interactions monthly, detecting and blocking fraud in seconds. Two-factor authentication and data encryption: Compliance with standards such as PCI-DSS Level 1 and ISO 27001. Automation in anomaly detection: A 60% reduction in response time to incidents, allowing for preventive measures to be taken before fraud occurs.
Solutions
Challenges
1. Artificial Intelligence Applied in Initial Filters 2. Automation in Candidate Management 3. Virtual Evaluations and Interviews 4. Omnichannel Communication with Candidates 5. Cybersecurity from the First Filter with People Analytics and AI
- High Hiring Times: The selection process could take up to five days to complete.
- Lack of Candidate Segmentation: A large volume of applications without effective pre-selection.
- Poor Candidate Experience and High Turnover: Long processes and lack of personalization in selection created frustration, increasing turnover and recruitment costs.
Solutions
Challenges
1. Intelligent Automation with AI.2. Omnichannel and Personalization. 3. Employee Training and Well-being. 4. Predictive Analytics and Proactive Management.
- High operational costs and the need to optimize resources without sacrificing service quality.
- Disconnection between communication channels, which affects the consistency of the customer experience.
- Problems with customer retention.
- Inconsistency in the quality of service provided across different touchpoints.
Command Center
Database
Database reception
It is received through an STP in a defined format and automatically uploaded to our server.
3 hygiene steps are taken:
- Validation of duplicates (self and outer models)
- IFT (National Numbering Plan)
- Blacklist (by client or operations)
Database hygiene
The hygiene results are automatically uploaded to the CRM and Genesys.
Upload to Genesys
Three types of dialing modes and automatic playbook execution with no dependence on human factors:
- Up to 6 contact attempts according to business rules.
- Restricted by time slot and validity.
- Focus on the LIFO model (Last In, First Out).
- First attempt: contact search via mobile phone.
- Second attempt: contact via mobile or landline.
- Automatic recycling every 15 minutes, considering system end states (voicemail, no answer, network error, etc.), increasing agent occupancy.
Dialing
Solutions
Challenges
- High cancellations: 30% of customers canceled within the first 12 months.
- Optimization of contact time: The 48-hour follow-up time resulted in a loss of interest.
- Low renewal conversion: Only 60% of customers renewed on the first attempt.
1. Predictive models to identify customers at risk of cancellation with 85% accuracy.2. Omnichannel automation through WhatsApp, SMS, automated calls, and emails, reducing response times by 60%. 3. Personalization of offers using AI to adjust discounts and benefits in real-time, increasing the retention offer acceptance rate from 25% to 52%.
Agent Assist
Eficiencia Operativa
- Reducción del Tiempo de Atención (AHT) 20% y aumento del First Call Resolution (FCR).
- Menos escalaciones y mayor autonomía para los agentes.
Uniformidad y Precisión
- Información actualizada y coherente para todos los canales.
- Cumplimiento normativo (CNBV y regulaciones bancarias).
Capacitación Rápida
- Onboarding más ágil y curva de aprendizaje reducida.
- Acceso a flujos guiados y autoaprendizaje.
Mejor Experiencia del Cliente
- Respuestas más rápidas y precisas.
Pentafon ByteDance Site Visit
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Transcript
Start
We warmly welcome you!
At Pentafon, we are committed to continuous improvement and innovation, offering efficient and secure solutions in contact centers to transform and optimize our clients' experience. We are proud to accompany you on this journey, providing the necessary support to achieve your goals successfully.
Continue
Content
1. Company Overview
2. Risk Control & Training for Collections & CS
3. Quality & Continous Improvement
4. Operational Methodology
5. Innovation & Artificial Intelligence
6. Proof Of Past Collaborations
7. Industry Recognition
8. Compliance & Security Certifications
Pentafon Overview
A solid alliance
USA
Texas
We are a company that is part of Grupo Neikos. We have more than 3,000 stations, 9 centers in Mexico and Latin America; certifications such as version 4 PCI-DSS Level 1, ISO 27001, ISO 18295, ISO 9001, Global CIC2.0 Model, ANSI/TIA 942 TIER II, and SOC2-1.
Through secure technological infrastructure in high availability that guarantees service continuity.
MEXICO
CDMX
Monterrey
Morelia
Hermosillo
LATAM
Venezuela
Peru
Our Values
+20
years of experience
Innovation
Commitment
Honesty
Respect
Quality
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
Risk Control & Training
End-End Operational Framework
CONTINUOUS TRAINING
INITIAL TRAINING
IMMERSION
BASED ON THE KIRKPATRICK MODEL: REACTION | LEARNING | BEHAVIOR | RESULTS
EXECUTIVE | MANAGEMENT | COORDINATOR | SUPERVISOR | TRAINING | QA | HR | WFM | MIS | INNOVATION & DEVELOPMENT| IMPLEMENTATION | IT | SECURITY
wwww.pentafon.com
End-End Collections Framework
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.
Simulators
In-person
Classroom and technical classroom training
Practical training with AI simulators to evaluate and develop skills.
Collections Training
The role of a Collector
Recovery techniques
120 minutes
120 minutes
Introduction to the world of ARM
Handling difficult clients
120 minutes
120 minutes
Creative aspects of a collector
Phone recovery
120 minutes
120 minutes
Early attrition : 10% - 15% Operational attrition: 5%
Graduation Rate: 90% Nesting: 75% - 85%
Workshop duration= 12 Hrs.
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 Attrition: 10% - 15% Operational Attrition: 5%
Graduation Rate: 88.7% Nesting: 75% - 85%
Workshop Duration= 12 Hrs.
Client Simulator
Results
16%
Reduction in AHT
4x
Reduction in operational errors
72hrs
of implementation
www.pentafon.com
Quality & Continuous
Improvement
QA Model - CX
Customer experience
Issued Quality
Perceived Quality
CX ANALYSIS - Quality Model - AI
Quality Model - AI
INFORMATION SECURITY
CUSTOMER VOICE
PROTOCOLS
TAG
PROCESSES
BUSINESS
Automated Quality - CX
Medium
Product
Practice real scenarios with NI
Generate improvement statistics
Certify pass to Floor
Graduation rate Curve Rotation
Certifier / AI
Monthly results presentation
Generate voice customer / CX report
Define monitoring sample
QA Manager
Perceived Quality
Service quality report generation
Service quality
Evaluate calls
Send alerts
QA / AI
Report EC behaviors
Generate process-level analysis
CX NPS CSAT FCR CES
Evaluate calls
CX Analytics
Issued Quality
Speech
Trend detection
Transcribe calls
Data creation
Data Governance Reporting - MIS&BI
Data Upload Information
Extraction of CRM, IVR, and ACD databases (internal developments, Avaya, Oracle, Sprinklr, Genesys, Genesys Cloud, Five9) via ETL and loading processes.
Transformation
Sync of the Pentafon data warehouse allows us to categorize different sources and generate information cubes.
Dashboards
Reports
Through automatic tasks and queries, report or dashboard updates are generated that depend on processes and tools rather than people.
We have BI dashboards for dynamic KPI management.
Advantages:
100%
of effectiveness in:
Operational Leadership
Pentafon's Team
Antonio Fajer President
Jesús Bermejo Director of Growth and Strategy
Ingrid Gomiciaga Subdirector of Administration
Rolando Blanco HR Director
Filiberto Mondragón General Director
Edmundo Olguín IT Director
Irasema Sánchez Operations Director
Omar Jiménez Continuous Improvement Director
Joel García Operations Director
Salvador Rodríguez Subdirector of Command Center
Emmanuel Moran Operations Director
Operational Methodology
Performance Improvement Practices
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
Inbound Reports Example
Example of Outbound Reports
Command Center by Genesys - MIS&BI
Set of online reports on our Genesys platform with BI views that allow real-time and historical information.
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
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
+IVR GENERATIVO
Voicebot
Generative
Generative Voicebot
Tool that uses generative AI, capable of maintaining natural and fluid conversations with users through voice.
Features
Benefits
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
Proof of Past Collaborations
Omnichannel Collections Clients
Department Store 1
Department Store 2
Accessible Banking
Retail Shop
Accessible Banking
Fintech
Telecommunications
140k clients
98k clients
350k clients
50k clients
68k clients
330k clients
492k clients
Fintech space solutions
System
SERVICES
BLASTER
VOICE
WHATSAPP
SMS
E-MAIL
Customer Service Experience
Retail
Insurers
Services
Banking
Fintech
Industry Recognition
Why choose Pentafon?
Benefits that make a difference:
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
Client NPS
Average Evaluation
9.0
8.9
9.1
Semiannual Sample:
NPS 9.0 / 70%
Industry Benchmark:
60%
Compliance &
Security Certifications
Certification PCI DSS
Certifications
ISO 9001: 2015
ISO/IEC 27001:2013
ISO 18295-1:2017
PCI-DSS Level 1, Version 4.0
Compliance Level
0%
More than 6 million
Security incidents Since 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
Certified data center
99.97%
Telecommunications
Horizontal and vertical cabling, redundant access, cabinets, access room, and documentation.
Availability
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
Pentafon
Facilities
Pentafon Insurgentes Facilities
Pentafon HQ-Thiers
Meeting rooms
Controlled access
Security arches
Main access
Infirmary
Operational area
Operational area
Training rooms
Common Areas
Additionally, our resting areas are designed to promote team well-being, ensuring the satisfaction of both our clients and the agents who are part of this ecosystem.
Rest Area
Dining Room
Common Areas
Play Area
Parking
Elevators
Lockers
Emergency Staircase
www.pentafon.com
Carrier Dinámico
Data Security and Protection with AI:
In an environment where cybersecurity is a priority, a financial sector company sought to strengthen the protection of its clients' sensitive data. The implemented solution included: Real-time AI monitoring: Analysis of over 500,000 interactions monthly, detecting and blocking fraud in seconds. Two-factor authentication and data encryption: Compliance with standards such as PCI-DSS Level 1 and ISO 27001. Automation in anomaly detection: A 60% reduction in response time to incidents, allowing for preventive measures to be taken before fraud occurs.
Solutions
Challenges
1. Artificial Intelligence Applied in Initial Filters 2. Automation in Candidate Management 3. Virtual Evaluations and Interviews 4. Omnichannel Communication with Candidates 5. Cybersecurity from the First Filter with People Analytics and AI
Solutions
Challenges
1. Intelligent Automation with AI.2. Omnichannel and Personalization. 3. Employee Training and Well-being. 4. Predictive Analytics and Proactive Management.
Command Center
Database
Database reception
It is received through an STP in a defined format and automatically uploaded to our server.
3 hygiene steps are taken:
Database hygiene
The hygiene results are automatically uploaded to the CRM and Genesys.
Upload to Genesys
Three types of dialing modes and automatic playbook execution with no dependence on human factors:
Dialing
Solutions
Challenges
1. Predictive models to identify customers at risk of cancellation with 85% accuracy.2. Omnichannel automation through WhatsApp, SMS, automated calls, and emails, reducing response times by 60%. 3. Personalization of offers using AI to adjust discounts and benefits in real-time, increasing the retention offer acceptance rate from 25% to 52%.
Agent Assist
Eficiencia Operativa
- Reducción del Tiempo de Atención (AHT) 20% y aumento del First Call Resolution (FCR).
- Menos escalaciones y mayor autonomía para los agentes.
Uniformidad y Precisión- Información actualizada y coherente para todos los canales.
- Cumplimiento normativo (CNBV y regulaciones bancarias).
Capacitación Rápida- Onboarding más ágil y curva de aprendizaje reducida.
- Acceso a flujos guiados y autoaprendizaje.
Mejor Experiencia del Cliente