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  • 10/2023 Customer identification and identity authentication, challenges for contact centers

    Contact Center operations increasingly involve processes requiring authentication and where technology is an important part, but not the only one. Many of these processes have a person who advises whenever necessary. Ángel Santos, Director of Consulting and Value Creation of E-voluciona By Intelcia participates in this collective report for the magazine Relación Cliente.

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  • 10/2023 Intelcia's CX-focused approach generates $51 million

    Did you know that in Intelcia, we work with a specific methodology for our debt management area? It is Smart Collection, a method based on the hyper-customization of the service, which is entirely flexible, scalable and adaptable to each client's needs and business model. In this way, we adapt to any business model, sector and age of the debt. The numbers say it all; thanks to this methodology, we have achieved 51 million euros in debt recovery in 2022.

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  • 10/2023 Intelcia Colombia received Karim Bernoussi´s visit

    Intelcia Colombia has had the visit of our global CEO and co-founder of the group, Karim Bernoussi, together with Youssef El Aoufir, Deputy Director. During their visit, they got to know the operation of the two sites in the country in detail. They had a meeting with customers, where from Intelcia, we made known the steps to adapt to the transformation of the #customerexperience.

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  • 09/2023 How robotics helps to customize the CX

    The arrival of robotics in our daily routine is unstoppable. Automation and artificial intelligence are approaching faster and faster in our daily lives and are already a regular presence in the business environment and customer services. And so explains our director of robotization at E-voluciona by Intelcia, Mario García Lainez in Contact Center Hub.

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  • 09/2023 Intelcia at COLCOB 2023

    During September 13 and 14, we participated as a Platinum sponsor in COLCOB, the 19th International Congress of Credit, Recovery and BPO, where we were able to connect the entire credit ecosystem of the sector and where we made known in a conference of great interest, the importance of data in the strategy with customers, from the hand of Angela Londoño, our director of transformation and innovation in E-voluciona By Intelcia Colombia.

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  • 09/2023 Debunking Myths

    Intelcia and ON Soluciones held the first session on "Myths in the Contact Center," focused on dismantling preconceived ideas about outsourcing, a practice that more and more organisations in the sector are opting for.

    Sandra Gibert, CEO of Intelcia Spain & Latam and Santiago Muñoz - Chapulí, executive president and founding partner of ON Soluciones, acted as hosts, thanking the attendees for their presence and opening the day.

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  • 08/2023 Mapfre and E-voluciona omnichannel project

    After winning the Platinum Contact Center Award for the best IT project in omnichannel, MAPFRE and E-voluciona share the most relevant data of their work. Antonio Díaz, CEO E-voluciona by Intelcia and Leticia de la Fe, responsible for training and operational improvement of SI24 of MAPFRE's operations area, tells us how they have developed this project: their challenges, obstacles and the results obtained.

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  • 08/2023 Customer Retention through Artificial Intelligence

    As technologies such as artificial intelligence (AI), data analytics and various technologies become more prevalent, consumers become more sophisticated. Retaining customers and gaining their trust is a battle that can be made more bearable by leveraging technological innovation. Antonio Díaz, CEO of E-voluciona By Intelcia

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  • 08/2023 Reskilling and Upskilling keys to talent management and adaptation to change

    In this opinion column, Ana Cartón tells us how many jobs may disappear with the technological and digital transition. Still, new ones will emerge with force, and, in fact, those profiles are the most in demand in the market right now. The areas dedicated to talent management in HR departments are clear: reskilling is essential for the future of employment in an environment of constant change and evolution.

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  • 07/2023 Interview to Sandra Gibert in Portafolio

    Colombia has become a strategic framework for the growth and export of Offshore, Nearshore services and Intelcia's bilingual talent. In this interview to one of the most important national newspapers of the Latin American country, Portafolio, Sandra Gibert, our CEO of Intelcia Spain & Latam, explains the reasons why the investment in the country is part of their short term objectives.

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  • 07/2023 II edition of Intelcia Summer Camp

    Intelcia in action: In our commitment to young talent we have carried out for the second consecutive year the Intelcia Summer Camp, a training program that brings the sector closer to the new generations with which we want to position ourselves as a benchmark for future STEM professionals.

    For a whole week, we have shared experiences in theoretical and practical workshops that help our participants to prepare for the current labor market.

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  • 07/2023 Ana Cartón, in the Forbes list of the 100 Best Human Resources Directors

    According to the FORBES Spain list, Ana Cartón, CHRO of Intelcia Spain & Latam, is among the best HR managers. The ranking "100 Best HR Directors 2023" has been prepared by the magazine and with Randstad's collaboration. This mention is for INTELCIA a recognition of the work that the HR team is developing to promote labour relations based on dialogue, fostering talent and digital transformation of the agents' operations.

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  • 07/2023 Intelcia, winner of 3 Platinum Contact Center Awards 2023

    Intelcia and E-voluciona could not be prouder of the three awards obtained in recognition of the service developed for Mediapro, Danone and MAPFRE due to the effort and teamwork. These are the following awards: Best Customer Experience in Leisure, Tourism and Sports thanks to the project developed for Mediapro Grup; Best IT Project in Text Analytics and PLN (Natural Language Processing) for Danone and Best IT Project in Omnichannel for MAPFRE.

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  • 06/2023 Virtual assistants can change business

    Statista presented its report "Virtual assistants in use in the world 2019 - 2024", according to which this technology continues to increase as it is within the reach of any industry and has adapted according to each specific business needs. Moreover, its arrival has made it possible to solve consumer requests and complement human work.

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  • 06/2023 The workers who will be in demand in 2030 do not even exist today

    According to the World Economic Forum, by 2030, between 75% and 85% of the jobs that will be in demand do not exist today. This leads professionals and companies to reinvent their learning, skills development and growth processes. At Intelcia, we know how to do it.

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  • 06/2023 Debt Management

    How does the use of algorithms and virtual assistants help to optimize debt? We participate with E-voluciona by Intelcia in this collective report where we explain in detail how artificial intelligence and the use of predictive algorithms is changing the debt management service. In the words of Antonio Díaz: "We work with a tool developed specifically for collections, which uses the capabilities of artificial intelligence and predictive models to maximize the recovery and ensure traceability over all stages of the debt recovery process".

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  • 06/2023 Technology as an ally of the employee

    Properly managing talent is a fundamental task in any organization. Human Resources departments are currently facing different challenges where technology can make a difference by positioning itself in favor of employees so that they can focus on enriching and strategic tasks, providing maximum value to companies and their own experience and professional development. This is what Ana Cartón, CHRO of Intelcia Spain & Latam tells us in the Teams and Talent tribune.

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  • 05/2023 Intelcia is among the best companies to work for; Forbes List

    Forbes has published the list of the 100 Best Companies to Work for in Spain for one more year, highlighting Intelcia in the ranking. According to Forbes itself, "the best place to work is, according to employees, the one where there is a balance between work, private life and good professional growth", and the leading outsourcing services company appears in this selection as deserving of recognition, thanks to the scores of its employees.

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  • 05/2023 E-voluciona by Intelcia: trajectory, trends and challenges of CX

    All the news, challenges and trends of the customer management sector, particularly of Intelcia. In this video interview that Contact Center Hub has had with us by Antonio Diaz, CEO of E-voluciona by Intelcia, we have been able to share what path is taking the industry and how our innovation hub becomes the company's added value.

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  • 05/2023 The challenges of employing a new generation

    Companies must understand the changing nature of today's world of work. We are no longer talking about a place where people go to earn money; it is a place where we also grow as individuals and contribute to the company and the society to which we belong. And there is no better way to understand this than by knowing the decisions of the generations to come. An article by María Pilar Barrios, Country Manager of Intelcia.

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  • 05/2023 The true leader A Phoenix?

    Are we forming leaders from an early age in homes, schools and universities, or are we only forming people with outstanding technical and academic skills that, although important, are not enough? Reflections shared by our Country Manager in Intelcia Colombia, María Pilar Barrios.

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  • 04/2023 Interview with Antonio Díaz in El Economista Magazine

    In his conversation with the Digital 4.0 supplement of the Economist, Antonio Díaz reviews the development of E-voluciona by Intelcia in recent years and how technological innovation is changing the way we relate to the customer, leading us to a more proactive strategy.

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  • 04/2023 No code solutions for reskilling and upskilling

    No-code solutions have revolutionized the world of technology, enabling faster and more accessible innovation for everyone and positioning themselves as an excellent option for any company that seeks to improve its efficiency and productivity through application development, regardless of its size or budget.

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  • 04/2023 Interview with Ana Cartón in RRHH Digital Magazine

    Ana Cartón, CHRO of Intelcia Spain & Latam, explains the keys to an HR policy that has led us to increase employee satisfaction by two points in a 5-year period: "Contact center companies have become more professional and focused on the employee".

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  • 04/2023 The true leader A Phoenix?

    Are we forming leaders from an early age in homes, schools and universities, or are we only forming people with outstanding technical and academic skills that, although important, are not enough? Reflections shared by our Country Manager in Intelcia Colombia, María Pilar Barrios.

    More information at

  • 04/2023 Technology at the service of employees

    At Intelcia we are aware that people make the difference. Keeping the team engaged increases motivation and job satisfaction, and measures such as hybrid teleworking or AVI reinforce this commitment and help to generate greater customer satisfaction. Sandra Gibert, our CEO at Intelcia Spain & Latam gives us the keys in CX Blog.

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  • 03/2023 Intelcia receives the More Equal Compensation 2023 Distinctive Award

    We close the month of March, with the recognition granted by the Community of Madrid in the framework of the Madrid Flexible Company Awards 2023 to Intelcia: the More Equal Remuneration 2023 Distinctive. A recognition that aims to

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  • 03/2023 Intelcia sponsor of Retail Forum

    We have analysed the customer experience and future trends in retail at Retail Forum, the most representative retail event in Spain, where we have been sponsors. Two moments have been important for us:

    In CEO HUB, with Sandra Gibert, we had the opportunity to reflect on the latest trends and in Industry View, the table discussion on "Innovative in-store and online solutions to improve the shopping experience", where we participated with Antonio Diaz.

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  • 03/2023 E-voluciona By Intelcia helps Mapfre on its way to omnichannel

    Success story: The project, led by E-voluciona by Intelcia, started with the inclusion of the WhatsApp channel as a starting point to drive the transformation towards omnichannel in the insurance company's customer service MAPFRE. With this project, a strategic framework of opportunities has been designed to focus on optimising and operations diversifying customer service by incorporating new digital channels.

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  • 03/2023 Virtual reality helps us to be more connected

    In the March issue, Contact Center Hub magazine specialises in the metaverse. In this special, E-voluciona By Intelcia reviews which research lines are the most influential in the customer service sector, both from the customer's point of view and from the employee's experience.

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