Case Study: Iconstruye achieves improved customer service and high-volume call handling with Mitel IP Telephony and Contact Center Solutions

Leading Chilean E-marketplace company improves customer service with Mitel IP Telephony and Contact Center Solutions

Iconstruye, part of the Cámara Chilena de la Construcción, runs Chile’s leading e‑marketplace to streamline procurement for the construction sector and public agencies. Faced with rising call volumes (about 1,200 calls per day) and the need for a cost‑effective, flexible and reliable communications network that could prioritize high‑volume calls and integrate with back‑office systems, Iconstruye required a robust contact center solution to improve customer service and reduce abandonment.

Iconstruye implemented Mitel’s IP telephony and contact center suite — the Mitel 3300 Integrated Communications Platform, Mitel 6100 Contact Center Solutions and Mitel IP phones — including features like Call Line ID and web‑centered applications. The deployment created a converged voice/data network that improved service quality, productivity and reporting, lowered abandonment rates, enabled better agent supervision and scheduling, and paved the way for future multimedia capabilities (email, web callback, voice/video).

Iconstruye

Francisco José Campos

Chief Help Desk and Customer Care Consorcio Sonda