The Challenge

 As one of Latin America's largest telecom groups, Telefónica Hispanoamérica — now operating as six independent national providers in Chile, Argentina, Peru, Mexico, Ecuador and Uruguay — needed a more modern and accountable approach to outbound customer engagement. 

Across these markets, the contact center model relied entirely on business process outsourcers (BPOs), with both the agents and the technology fully outsourced. This created significant visibility gaps. Telefónica had little to no insight into how BPOs were engaging with customers — how many calls were being made, what was being said, or what outcomes were being achieved. In some cases, lack of oversight led to serious issues: in one example, the same customer was unknowingly contacted more than 20 times in a single week, raising compliance concerns and highlighting a broken customer experience. 

With over 100 million customers across the region and 11,000+ outbound seats under contract, the scale and stakes were high. Telefónica needed a digital-first, unified approach that would empower its regional teams to manage, monitor, and optimize outbound engagement in real time — while maintaining consistency, compliance and a strong customer experience across BPOs and markets.  

The Solution

A unified platform for outbound operations 

To address its visibility and accountability challenges, Telefónica Hispanoamérica deployed Sprinklr’s unified, AI-powered unified omnichannel CCaaS platform. Now used by the six national telcos across Chile, Argentina, Peru, Mexico, Ecuador and Uruguay, the platform centralizes outbound contact center operations across more than 11,000 agent seats. 

Each BPO now works within Sprinklr’s user-friendly Care Console, where agents can access real-time customer data, campaign context and interaction history from a single screen. This centralized interface eliminates data silos and ensures consistent performance monitoring across all teams and campaigns.  

AI-powered support and automation 

Telefónica enhanced its productivity and service quality with Sprinklr's advanced AI capabilities:  

• Conversational AI bots initiate outbound campaigns across channels like voice, click-to-call, and WhatsApp, reducing manual agent workload. 
• AI Agent Assist supports agents in real time with intelligent suggestions and content prompts, improving speed and accuracy during live interactions. 
• Supervisor whispering enables managers to coach agents discreetly during calls, helping reinforce quality without disrupting customer conversations. 

Deep insights with speech and text analytics 

With text and speech analytics, Telefónica’s regional teams now analyze 100% of customer interactions. These insights provide a clearer picture of:     

• Agent performance across BPOs    
• Customer sentiment and campaign effectiveness    
• Compliance and customer experience trends  

The ability to view performance metrics at a granular level allows teams to identify which BPOs excel at specific campaign types — like churn reduction, upselling, or converting prepaid to postpaid customers — and optimize database distribution accordingly. 

Consistent, scalable customer experience 

By bringing the technology in-house while continuing to work with external agents, Telefónica gained full visibility and control over outbound engagement. The Sprinklr platform now enables each country-level telco to: 

• Track and compare BPO performance in real time
• Maintain compliance and CX quality at scale
• Align outbound campaigns with strategic business goals

With this model, Telefónica is delivering more efficient, data-driven customer engagement across Latin America — meeting the needs of more than 100 million customers with greater speed, consistency and accountability.

The Outcome

By partnering with Sprinklr, Telefónica’s six national telcos have significantly advanced their digital transformation goals — improving operational efficiency, reducing costs and delivering a more personalized customer experience at scale.  With Sprinklr Service, Telefónica: 

• Unified outbound operations across digital and voice channels on a single platform 
• Reduced infrastructure costs by consolidating customer service tools 
• Improved agent performance and CX with AI-driven automation and real-time insights 

 These changes have driven measurable impact, including: 

• 97%+ answering machine detection accuracy, improving connection rates 
• Increased sales per hour through optimized workflows 
• Faster after-call work and enhanced retry automation 
• Early detection of call issues via SIP code monitoring for more reliable communication 

We are pleased to deepen our partnership with Sprinklr to accelerate our digital transformation goals while reducing infrastructure costs and, most importantly, increasing customer satisfaction.

Christian Tavella

Customer Service Project Manager

Telefónica

Following this success, Telefónica has expanded its partnership with Sprinklr as a strategic foundation for delivering seamless, AI-powered customer engagement across Latin America.