During the Global CX Forum 2024, Pentafon, dominated the night with a total of 11 awards. These accolades are witness of the relentless commitment Pentafon has towards innovations, operational excellence and continuous improvement in all business areas to better serve its clients. Pentafon was awarded for having the best digital transformation strategy, Data Analytics, CX, Sales, Employee Engagement, Employee Branding, Diversity and Inclusion, among others.
Some of the featured awards are:
- Best customer experience & data analytics strategy: In the field of technology applied to customer service, Pentafon stood out for implementing Speech & Text Analytics, which has enabled the second largest bank in the country to make data-driven decisions, raising customer satisfaction by 11% and reducing AHT by 14%.
- Best sales strategy: Which was a sales strategy based on technology that helped the 4th largest insurance company in the world raise 15% in digital sales.
- Best digital transformation: AI usage in an intelligent dialing model which allowed a 12% increase in contact, dynamically assigning traffic to available carriers.
- Best employee branding: As a result of applying AI in the sourcing and recruitment process, we were able to multiply our sourcing capacity, improve skillset of candidates and get to a 98% onboarding process satisfaction/NPS.
- Best AI employee engagement initiative: By using omnichannel technology in a contact center to be able to serve and give immediate answers to employees’ necessities, Pentafon incremented NPS to 94%
- Manager & Operations Director of the year.
- Man of the year: Antonio Fajer, CEO & President was named man of the year by the IMT (Mexican institute of telco)
- World class company: IMT (Mexican institute of telco) recognized Pentafon as a wolrd class company by being certified in the new QA global model for client interaction highlighting the commitment of Pentafon with the highest quality standards and worldwide client services.