Case Study: Ficohsa achieves improved customer service and lower operating costs with net2phone (uContact)

Ficohsa - Customer Case Study

Ficohsa, a leading Central American financial group, needed a modern contact center platform after their Unify solution failed to meet business needs. After evaluating alternatives, Ficohsa chose net2phone’s uContact for its ease of use and flexibility to optimize customer service across its banking, insurance and pensions operations in Guatemala and the region.

net2phone, working with partner Orade, implemented uContact with custom management forms and full Salesforce integration, intelligent dialers adjustable in real time, and a friendlier agent interface. The solution now supports 100+ agents, has surpassed expected performance indicators, and delivered a significant reduction in operating costs thanks to lower equipment requirements, while improving all key business metrics.

Ficohsa

Ricardo Rodriguez

Marketing Manager