Intelligent Agents to ensure service continuity under the Customer Service Act
The entry into force of Spanish Law 10/2025 on Customer Service represents a significant change in how organizations must scale and manage their customer service…
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SAC Law: How to use AI to monitor compliance
The Spanish Customer Service Act (Law 10/2025) has brought to light a reality that many companies were already aware of: effectively managing customer service isn’t…
Recordia® wins the “Best Speech Analytics IT Project” Award at the Platinum CX Awards
Recordia® was recognized alongside our client Inmark at the Platinum Customer Experience Awards, held on June 11, with the award for Best IT Project in…
How to automate compliance monitoring under Spain’s Customer Service Act using AI
Spain’s Customer Service Act, commonly known as the Ley SAC, is prompting many companies to rethink how they monitor their customer service channels. The question…
How to improve compliance and quality with Voice Analytics
Expectations in contact centers have evolved toward a dual objective: ensuring regulatory compliance while maintaining high-quality standards in every interaction. In this context, voice analytics…
How voice drives strategic decisions today
Customer experience is built across multiple touchpoints, which is why voice has evolved from a standalone channel into the unifying layer of the entire service…
Voice Biometrics in Microsoft Teams: Secure authentication for regulated environments
The use of Microsoft Teams as a channel for customer interactions continues to grow across banking, insurance, and large enterprises. What started as an internal…
Microsoft Teams Compliance: how to control conversations in regulated environments
The use of Microsoft Teams as a customer communication channel is no longer the exception; it has become standard practice across banking, insurance, and large…
IVR vs. Conversational AI: a guide for Call Centers
The debate around IVR vs. Conversational AI has become one of the most strategic decisions for call center leaders. As automation and artificial intelligence continue…
Beyond automation: analyzing AI Agents
The adoption of artificial intelligence agents in contact centers has grown rapidly in recent years. Many organizations have implemented virtual assistants, chatbots, or automated voice…
How AI Agents optimize debt collection management
Debt collection management has become a strategic challenge for companies across multiple industries, including banking, telecommunications, utilities, insurance, and e-commerce. As customer volumes grow and…
Digital Identity and Voice Biometrics for Citizens
The relationship between citizens and public administrations now spans multiple channels: online portals, mobile apps, in-person services, and telephone contact centers. While e-government initiatives have…