SUCCESS STORY: PENTAFON Masterful planning and resource management Pentafon transforms customer and employee experiences for bottom-line benefits Solid omnichannel foundation Pentafon is one of Mexico’s top business process outsourcers, providing clients in finance, telecommunications, retail and government with solutions for everything from outbound sales to revenue collection. The company’s contact centers employ 2,600 agents in four cities, handling over 86 million contacts annually. To stand out and stay ahead, Pentafon adopted the Genesys ® PureEngageTM application. “We felt PureEngage offered the safest, shortest path to omnichannel and digital transformation,” said Paola Ferrer, Director of Innovation and Development for Pentafon. “Prior to that, we had the usual prob

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