A leading mobility and road safety institution in Chile, managing a massive volume of daily interactions, faced a critical technical fragmentation problem. Their technical operation was divided: the PBX system, communication trunks, and call recording storage were managed by three different providers who did not communicate with each other.
This « disconnection » created an administrative nightmare. Whenever a technical failure or request arose, the IT team didn’t know which provider to contact, delaying resolution times and complicating report management. Furthermore, their previous system was rigid and did not allow for custom integrations with their external databases.
THE CHALLENGE
The primary challenge was to consolidate the entire voice infrastructure under a single operator providing a « turnkey » solution. However, the most complex requirement was the customization of the IVR (Interactive Voice Response).
The institution needed the system to request a RUT number (National ID) from every caller, validate that information in real-time against their external database, and—depending on whether the user was a member or not—route them to differentiated service queues. None of their previous providers had successfully achieved this technical integration.
THE SOLUTION
Convergia, leveraging its dual role as a telecommunications operator and technology provider, implemented a comprehensive Cloud PBX solution that included:
- Service Consolidation: PBX, SIP Trunks, and remote storage for recordings, all unified under Convergia’s management.
- Intelligent IVR with Data Integration: A bridge was developed between the PBX and their database for automatic RUT validation and intelligent call routing.
- Number Portability: All existing numbers were migrated from the legacy provider to Convergia’s network without any downtime.
- Open and Flexible Platform: Based on 3CX technology, allowing for intuitive management and future-ready updates.
The implementation process, involving IT, Development, and Support teams from both companies, was completed in a record time of 8 weeks, achieving a smooth and successful transition in April 2025.
KEY IMPACT AND RESULTS
The migration to Convergia transformed the operational efficiency of this Chilean mobility leader:
- Centralized Management: With a single point of contact for both the platform and connectivity, technical incident resolution is now immediate and transparent.
- Personalized Customer Experience: Partner validation via RUT allows clients to receive prioritized and segmented attention from the first second of the call.
- Optimized Recording Management: Accessing, filtering, and downloading recordings—previously a difficult task—is now user-friendly and fast through the new storage system.
- AI-Ready: Thanks to the platform’s flexibility, the client is already exploring the deployment of Conversational AI Agents to evolve their traditional IVR into a natural language experience.
