FEATURE
2. On-premise and remote( percentage)--65% on-premise--35% remote
3. Location of on-premise agent contact centers--Two locations in Mexico
4. In-house or outsourced( percentage)--100% outsourced
5. Split between inbound and outbound?( percentage)--100 % inbound
6. Split between different inbound channels e. g., voice, digital( percentage)
--80 % through digital channels and 20 % voice. 2024 was 74 % through digital channels and 26 % voice
7. Key contact center technologies used--Salesforce and Zendesk for email services--Verint for WhatsApp, private social, web chat--Emplifi for social media--Avaya for inbound services
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
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