In his interview to Contact Center Hub, Antonio Díaz, CEO of E-voluciona by Intelcia, reviews the brand's trajectory and how its presence has managed to drive the transformation of customers in the Intelcia group. He highlights the major objectives of the company and, above all, the trends in innovation that will most influence customer service in the coming years.

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Corresponsables, the benchmark magazine in ESG, talks to Sandra Gibert about social responsibility policies in the region of Spain and Latin America and our firm commitment to the SDGs and our philosophy: We dream, We care, We do, as the axis for our good social and environmental practices. Practices that aim to improve our environment and the society in which we live.

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Merca2 magazine interviews Antonio Diaz, CEO of E-voluciona by Intelcia, where he reviews the most important points between Artificial Intelligence and customer experience: digital solutions are the key to business growth today and shortly.

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Meeting organised by El Economista, Nuance and Microsoft where Sandra Gibert talked about how new technologies such as AI or metaverse have a place in customer service, not to replace the employees of contact centres as such, but to support both him and the customers themselves.

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We share with Contact Center Hub the challenges and opportunities we see in the customer management sector this 2023. In this interview with Sandra Gibert, our CEO Intelcia Spain & Latam, gathers the trends and technological tools that will impact the customer experience and the importance of having an innovation hub such as E-voluciona by Intelcia to make a difference.

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Our Country Manager of Intelcia Colombia makes us a reflection on how digital transformation has gone from being in the strategy of companies to being part, in 2023, of the full action. An essential step to continue on the path of growth.

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We have participated in the food collection of the Food Bank, the annual event where the organisation collects food for the neediest families. In addition, we have also had the opportunity to collaborate in the specific initiative organised by the Food Bank, Manos a la Obra, to manage the classification and preparation of markets for a vulnerable population. A voluntary activity that has counted on the collaboration of several Intelcia employees.

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We continue to reinforce our commitment to our customers with three new high-level security certifications: ISO/IEC 27001, SOC2 Type II and PCI-DSS, which are the guarantee of trust, privacy, integrity and availability in the provision of outsourced services.

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E-voluciona by Intelcia and Xdroid announced that as a logical next step in their partnership,  they will be collaborating on the development of new voice and text technologies in a Customer Interaction Lab. Each organization has committed resources to this project to develop functionalities that can be used by management and employees to offer differentiated, excellent customer service. 

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Our CEO of E-voluciona by Intelcia chats with Dirigentes Digital about the trends in technological tools facing 2023 and the influence that the metaverse will have on future business solutions. Tools such as language understanding by robots, Low-Code or cybersecurity will take hold in the next 12 months. He also highlights the importance of recycling profiles when the demand for specialised profiles in technology and innovation is increasing.

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We attended the webinar "The master key of today's leadership. How to consolidate yourself as an attractive leader for talent", where Ana Cartón, CHRO of Intelcia Spain & Latam, together with other HR professionals such as Lucia Jaquotot, Director of Talent at EY Spain; Géraldine Weber, Business Development of PerformanSe and Francisco José Arco, Business Development of PerformanSe opened a very interesting debate: learning and reflection on the new styles of leadership and the figure of the leader as a key figure in attracting and retaining talent.

Webinar: https://vimeo.com/776262696

María Pilar Barrios, our Country Manager of Intelcia Colombia, reflects on the concern of companies to understand our employees and provide them with suitable work environments with stable and formal opportunities for development and growth. The adaptation of organisations to generational changes is essential to offer better conditions that are in line with their expectations, which are varied and dynamic.

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At Intelcia, we have set the satisfaction of our employees as our objective, which is why we have implemented a hybrid work model: 80% at home and 20% in the office. An efficient and automatic work model, 100% flexible. A project that has gone ahead thanks to the focus on people, both employees and customers. The result is greater satisfaction for both. It is undoubtedly a project of all for all.

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The big event in the sector took place on the night of November 23rd when the Excellence in Customer Relationship Awards took place, where more than 500 professionals gathered on Wednesday night, organised by the Spanish Association of Customer Relationship Experts (AEERC), IZO, and IFAES, as part of the 25th edition of Expo Customer Relationship. A night without a doubt, special where we had the recognition of awards in four categories: ERC Award to the Supplier with the Best Telephone Relationship with Iberdrola; ERC Award to the Supplier with the Best Digital Relationship with MAPFRE; Special Award for Innovation in Agent Support for E-voluciona By Intelcia and Customer Relationship Excellence Award to the Most Recommended Supplier.

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Ana Cartón, our Human Resources Director, analyses in the Talent Talks by Bus Up podcast how the satisfaction and commitment of the people who work in the company undoubtedly make a difference in the results. It is a review of the current digital talent landscape and an analysis of how companies adapt to the new demands of this type of profile to be attractive. It is vital to listen and understand what people prioritise and need and create policies that meet their needs.

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Since its foundation in 2015, E-voluciona By Intelcia has become an essential part of the company. Our innovation brand currently has a team of 40 professionals and has reached one of its main milestones in 2022 by encompassing over a hundred customers. In 2021 alone, E-voluciona incorporated 30% of Intelcia's global customers.

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In E-volution by Intelcia, we have developed a predictive algorithms solution through our Smart Analytics area to increase cross-selling and up-selling of the Hartmann Group, a company specialised in the manufacture and marketing of medical devices and high-performance professional solutions. Thanks to this innovation, the sale of products per hour in the inbound call has increased by 38% and the average ticket of their outbound orders by 68%.

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About to turn one year old, the documentary LUZ by Intelcia is still a project of maximum actuality.

This documentary, presented by Marc Vidal is an approach to Artificial Intelligence and Big Data from the most practical side. Because there is no doubt that this is a change, a new era that will modify our behavior in all areas of life.

An approach to how Artificial Intelligence and Big Data are transforming the world as we know it, through the opinion of the best professionals.

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Nuria Candia joins the executive committee of the Spain & Latin America region as Growth Director. Her objective will be to work on the growth to position the company among the top ten players in the sector worldwide. To this end, the new director will seek alternatives to traditional development through clients, by identifying, analyzing and implementing growth opportunities for the company, with a focus on integration projects at national and international level. In addition, she will be responsible for coordinating the new openings of the different sites, such as the inauguration in the Dominican Republic.

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Intelcia Chile, together with our client Nespresso have been awarded in the DEC Chile Association Awards, Best Practices in Customer Experience with silver in the category of Best Design and Implementation of Customer Journey. This award is a recognition to the joint work of both teams, but also to how to understand the customer's business, as it is essential to design a joint and successful customer experience strategy. The work dynamics and the right choice of human resources are key to management. In the case of our collaboration with Nespresso, having the tools provided by the client has been a very important advantage.

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Business Insider echoes the presentation of Retail News Trends, the new ecosystem of prestigious companies that offer their services to retailers and where Evoluciona By Intelcia is located. In the words of its president Laurenao Turienzo: "The novelty is that we are interconnected, and we have packages of services where we offer 360 degrees for a company".

Our CEO, Antonio Díaz, as well as five other representatives of the companies that make up the ecosystem, had the opportunity to talk to us, in his case, about digital transformation and how the retail sector must use all the emerging technology to achieve an omnichannel experience that is as the current customer demands: simple and personalized.

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In her monthly collaboration with the El Tiempo Blog, María del Pilar Barrios, Country Manager of Intelcia Colombia, reflects on the importance of talent and how companies must face the challenge of retaining it. From María Pilar's point of view, companies have two options. In the first place, to deliver the best to generate well-being and development in collaborators, contribute to form the workforce and train the leaders of tomorrow; and secondly, to continue building attractive, safe and reliable companies for workers.

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Antonio Díaz, in this opinion article published in the magazine Dirigentes Digital, brings us closer to the situation of the technological business network in Spain at present, where we find ourselves with the biggest drain of specialized talent. The entry of different technological tools such as the metaverse will accentuate this problem that not only companies will have to face, but also institutions and governmental organizations.

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E-voluciona, Intelcia's innovation projects promoter, has an investment of 2 million euros destined to the research of new digital solutions, developing solutions through technology and artificial intelligence that allow to improve results and generate greater efficiency in management processes.

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In her interview for Contact Center, our CEO, Sandra Gibert, reviews the most important milestones of the company in the last year, such as the consequences of the acquisition of Unísono by Intelcia last November 2021, the award to the project Comunicar es Liderar by the Observatorio de Comunicación Interna and what it has meant for all the people who make up the Intelcia family to be among the 75 best companies to work for in the Forbes list.

More information here. 

We have received from AEERC- Spanish Association of Experts in Customer Relationships the Impact2022 Award for our relationship with customers (Documental LUZ): the actions we develop to improve our relationships with cutomers as “Documental LUZ” for example, makes the industry better known.

"Today we want to recognise the dissemination and communication activities that the industries of our sector carry out because these actions add up and provide great value" the president José Francisco Rodríguez has declared.

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Blanca has joined the Intelcia family as the new Director of International Operations. Blanca has a solid experience in international companies where she has led the transformation of multidisciplinary teams from different sectors. This experience allows her to bring value to her new functions as a manager from the point of view of outsourced operations, as well as the design and strategic operation of customer services, customer journey and customer experience (CX).

Her extensive service vocation and customer focus have been key to her career in management roles in outsourced operations, as well as in the design and strategic operation of customer services, customer journey and customer experience (CX).

More information here. 

We have received the Madrid Empresa Flexible 2022 Award in the large company category, which positions the company as one of the companies that most support employment initiatives for work-life balance.

It is also the first time, in this XVIII edition of the awards, that a company in the customer management sector has received this recognition, thus highlighting the value of the contact center industry.

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In alignment with our growth objectives, in Intelcia Colombia, we have opened a new operations center that will generate more than 600 direct jobs in the city of Medellin.

The new site will be located in the municipality of Sabaneta and will serve operations mainly for the telecommunications sector, managed by bilingual personnel for the U.S. market. It will also strengthen the management of services in the financial sector nationwide and the utilities sector for the offshore market.

More information here. 

Last July 14, at the inauguration of the new site in Madrid, the OM building, we were able to share with our customers an important day: we showed our new offices, fully adapted to the needs of people, in terms of sustainability and well-being. We were also able to offer a preview of Intelcia's roadmap in all that concerns innovation with the immersive experience in the metaverse that they had the opportunity to enjoy. To this company, we also added the presence of a representative part of Intelcia's employees, with the management committee of Morocco at the head.

More information here.