Infrastructure and Technology

Our main operation center is located in Santiago de los Caballeros, Dominican Republic and is distributed amongst two entire floors of 300m² each, with a total of 150 seats available.

The second center is located in the heart of downtown Montevideo, Uruguay with 350m² and 100 seats available.

Our latest call center operation supporting Portuguese speakers is located in Asuncion, Paraguay with 200m² and 50 seats available.

Furthermore, since the start of the pandemic, more than 300 agents are working from home in over ten different countries.

All our operation centers are designed to work 24 hours a day, 365 days a year, under the most demanding conditions with a guaranteed up-time of 99.999%

To ensure the success of our operations and the full integration with databases and communication systems, we rely on the latest technology, full IP, information devices, and the necessary energy sources.

Our telephone system is based on a fully integrated VOIP omnichannel platform, incorporating an open-source, customized contact center application that was enhanced “in-house”. It includes ACD, IVR, CTI, predictive dialers, multimedia recorders, and administrative tools. The result is a platform with high availability and capacity, supporting contacts through a variety of channels such as telephone, e-mail, voice mail, live web chat, web video, and web voice.

An agent’s workspace (cubicle) includes all the equipment they need to perform their tasks.

Supervisors and quality control managers utilize contact center tools that provide real-time access to call monitoring and computer applications enabling them to pull “real-time” and/or historical reports.

Telecom Networks operates four training centers where agents are trained in phone etiquette, communication skills, and all necessary product and service knowledge.