Case Study: CNT S.A. (National Telecommunications Company of Ecuador) achieves centralized call center automation, improved SLAs and 12M+ annual cases handled with ProcessMaker

CNT S.A. - Customer Case Study

CNT, Ecuador’s largest telecommunications operator, faced a fractured contact center environment: over time its nationwide call centers had grown to rely on seven different systems across back-office and customer-facing platforms (with Avaya as the central telephony system), making it hard to enforce SLAs, track cases, and coordinate staff. CNT needed a single interface that would integrate existing systems, increase agility, and improve service quality without ripping and replacing their investments.

ProcessMaker was implemented across CNT’s call centers (Quito and Guayaquil) in a four-month rollout, integrating Avaya, SugarCRM and legacy systems and automating key workflows (customer service, technical and commercial issues, sales back office, number portability and quality monitoring). The platform now handles over 12 million cases per year with 200+ concurrent users, delivering dramatic gains in customer satisfaction, process visibility and SLA enforcement, and CNT is expanding the solution to additional service centers nationwide.

CNT S.A.