ISO 18295: the standard that defines the quality of contact centers
Customer service has become one of the most decisive factors in an organization’s reputation and profitability. However, ensuring a consistent, secure experience that complies with…
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Scalable customer service without sacrificing quality
Customer service is evolving rapidly. In an environment where consumer expectations are combined with accelerated growth in demand, scaling service without losing quality is no…
What does Chile’s NCG 538 standard establish? New requirements for banking and financial institutions
General Regulation No. 538 (NCG 538), issued by Chile’s Financial Market Commission (CMF), marks a turning point in cybersecurity and consumer protection in financial services.…
Recordia obtains Microsoft 365 certification
We have reason to celebrate! Our Recordia® solution has just received Microsoft 365 certification, a recognition that reinforces the security and reliability of this tool,…
From Demo to Deployment: The Hidden Challenge of Intelligent Voice Agents
More and more companies are experimenting with intelligent voice virtual agents. The first demos are usually impressive: an AI agent that understands, responds, and keeps…
5 Common mistakes in Call Recording and how to avoid them
Call recording is a powerful tool: it helps ensure quality, train teams, meet compliance requirements, and extract customer insights. But without well-designed processes, it can…
6 Challenges of AI Solutions in Contact Centers
Contact centers are going through a period of rapid transformation. The promise of artificial intelligence isn’t new. Still, in recent years, it has stopped being…
How AI is Revolutionizing Contact Centers in 2025
Customer interactions with businesses are no longer just support calls. In 2025, Contact Centers have become a strategic hub for loyalty, innovation, and growth. Artificial…
Smart Contact Centers: Boosting Quality with AI
Artificial Intelligence (AI) is transforming how large contact centers assess, understand, and improve customer service quality. It’s no longer just about tracking wait times or…
Intelligent transcription: keys to optimizing the Customer Experience
Customer conversations are packed with valuable insights that can help improve services and strengthen relationships. But unlocking that value requires real-time automatic transcription technology. What…
The New Customer Service: AI, People, and Balance
Customer service has undergone a profound transformation, from manual switchboards to the deployment of sophisticated artificial intelligence systems. Today, these advances enable more efficient, personalized,…
Secure AI-Powered Recording in Microsoft Teams: Beyond Compliance
Ensuring security and privacy in corporate recordings is a critical challenge. Video conferencing platforms like Microsoft Teams have become essential to business communication, but their…