Case Study: Entel Connect Center achieves greater flexibility and efficiency with NICE Systems CXone Mpower

How Entel Connect Center grows with its customers using CXone Mpower

Entel Connect Center, a Chile-based BPO and technology services provider with 3,500 agents, needed a more flexible, scalable contact center solution to keep up with changing client demands and maintain consistent operations across countries. Its existing on-premises system was costly and difficult to maintain, limiting growth and competitiveness in the BPO market. NICE Systems provided the CXone Mpower platform, including omnichannel routing, recording, and Supervisor Workspace.

With NICE Systems, Entel Connect Center improved service visibility and agent productivity while lowering technology and infrastructure costs. The rollout delivered 15–20% efficiency gains, improved occupancy rates, and greater flexibility for agents to work from home. As adoption expanded, the company gained the ability to offer better technology to customers and strengthen its position in the BPO market.

Entel Connect Center

Rene Martinez Cisterna

Technology & Project Manager