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Nuestro servicio de Contact Center está diseñado para ofrecer una atención al cliente excepcional, garantizando respuestas rápidas y efectivas. Con un equipo capacitado y tecnología avanzada, mejoramos la experiencia de sus clientes.

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Robust Infrastructure for Reliable Support

We combine technical expertise with a highly certified infrastructure that guarantees constant availability and effective response to any contingency.

  • Certified High Availability

    Our data center complies with the ANSI/TIA‑942 Tier II standard, guaranteeing 99.741% uptime.

  • Robust Infrastructure

    We operate with redundant cabling, UPS systems, power generation, environmental controls, fire detection, and access control to keep operations continuously active.

  • Leadership in Certification

    Pentafon is a pioneer contact center in Mexico, certified under ANSI/TIA‑942 Tier II, globally recognized for reliability, availability, and resilience.

Certifications

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Security
Logo PCI
PCI-DDS
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Security
Seguridad de la Informacion_EN
ISO 27001
PENTAFON-HOME-icons-Certified-quality
Quality
Sello ISO 9001 Inglés-01 (1)
ISO 9001
PENTAFON-HOME-icons-Certified-Contact-center
Contact Center
ISO 18295-1 Color
ISO 18295
PENTAFON-HOME-icons-Certified-quality
Quality
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ANSI / TIA-942
PENTAFON-HOME-icons-Certified-security
Security
SOC 2
SOC 2

How Do We Ensure Continuous Technical Support?

Learn More

  • High-Level Infrastructure

    Our infrastructure, certified under ANSI/TIA-942 Tier II, ensures availability above 99.741%.

  • Response and Resolution SLA Compliance

    We develop diagnostic guides, knowledge bases, and specialized training. We optimize ticket assignment, prioritization, channels, and operational capacity.

  • Advanced Monitoring and Control

    We analyze tickets, contact reasons, and recurring incidents to generate actionable business insights.

  • Omnichannel Contact and Full Traceability

    We track every interaction, status, progress, and resolution within our Genesys-based omnichannel platform.

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Help Desk, Technical Support, and Incident Management

We operate help desks and technical support services to receive, classify, resolve, and follow up on requests from customers, internal users, branches, sales teams, affiliated merchants, or digital platform users.

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24/7 Omnichannel Technical Support

We integrate multiple support channels so users can receive assistance through their preferred channel—without losing context or continuity. We reduce friction in the support experience and maintain traceability across channels, preventing duplicate cases and information loss.

SOPORTE

AI to Resolve Faster and Operate with Greater Precision

We integrate AI into the technical support lifecycle to accelerate diagnostics, enhance service quality, and improve operational management. This enables us to reduce manual tasks, ensure more consistent responses, and focus human talent on cases that require judgment, analysis, or specialized follow-up.

Secure Your CX with Reliable Technical Support

Protect your operations at all times with technical support backed by experience, advanced technology, and high‑level certifications.

1 833-654-6287 / +52 55-43-360005

FAQ

Here you’ll find answers to the most common questions about our services and solutions.

What does it mean to have an ANSI/TIA-942 Tier II certified data center?

A data center certified under the ANSI/TIA-942 Tier II standard ensures high availability, redundancy in critical components, and operational continuity. This helps reduce the risk of disruption and guarantees uptime above 99.741% for technology services.

Can Pentafon operate a help desk?

Yes. We can run help desk operations for external customers, internal users, branches, affiliated merchants, sales teams, or digital platform users.

Do you provide Level 1 and Level 2 technical support?

Yes. We can handle Level 1 support and, depending on the project scope, Level 2 processes with greater specialization, follow-up, and coordination with the client’s internal teams.

Can you integrate with our ticketing system?

Yes. We can integrate with ticketing systems, CRM platforms, internal tools, support platforms, and digital channels, based on your technical and security requirements.

What channels can you support?

We can operate across voice, chat, WhatsApp, email, forms, support portals, bots, virtual assistants, and the client’s internal systems.

How do you use AI in technical support?

We integrate AI across agent assist, knowledge bases, ticket classification, automation of common responses, conversation analytics, quality monitoring, and real-time reporting.

Can you reduce the workload of our internal IT team?

Yes. We handle frequent incidents, Level 1 requests, operational inquiries, and ticket follow-ups—allowing internal teams to focus on critical or specialized cases.

Can you measure SLAs?

Yes. We track response times, resolution times, escalations, SLA compliance, ticket reopen rates, and performance by channel or category.

Is this service suited for small businesses?

Our model is designed for companies with high volumes of users, customers, or incidents—where specialized operations, technology, and traceability generate greater value.