Grow without losing efficiency or quality
UTEL had committed to a digital expansion model, but it needed to accompany this with an agile, automated, and scalable operation. Its sales, service, and collections processes were fragmented, using systems that did not integrate and relied excessively on manual work.
What they were looking for was not just technology: they needed a platform that worked like a finely tuned gear, ready to scale.
What did they need?
UTEL had reached an operational maturity point where it was no longer viable to keep adding tools or parallel processes. To sustain growth and maintain an impeccable user experience, it needed to structure a more agile, connected, and efficient operation.
Its teams were working with multiple systems that did not communicate with each other, making it difficult to manage and to have visibility over what was happening at each stage of the contact cycle. This was compounded by long response times, manual tasks, and the lack of a shared logic between sales, service, and collections campaigns.
The university was seeking a solution capable of:
- Centralizing all commercial operations in a single platform, without duplication or data loss.
- Optimizing the use of human resources by automating repetitive tasks that consumed time without adding value.
- Running dynamic campaigns, tailored to specific profiles, moments, and behaviors.
- Accessing real-time data to make faster, metrics-based decisions.
- Aligning technology and strategy without relying on complex integrations or custom developments.
In short, UTEL needed a smarter way of working: a technological ecosystem that could think like its team and act at the speed its educational model demanded.
Automation and intelligent orchestration with Inconnect and Infunnel
The key to change was the native integration between Inconnect, Inconcert's omnichannel contact center, and Infunnel, marketing automation and CRM software for advanced segmentation.
1. A 100% synchronized operation
- Infunnel segments, prioritizes, and sends the most relevant leads directly to Inconnect.
- Inconnect executes campaigns with predictive, inbound, and outbound dialing across multiple channels (voice, chat, WhatsApp, etc.).
- All information is synchronized in real time, enabling smooth, frictionless operation.
With this structure, UTEL was able to activate sales campaigns with progressive dialing, implement IVR flows, integrate new channels such as webchat, launch automated collections campaigns, and deploy web forms connected to its academic CRM.
2. Efficient, silo-free student service
UTEL activated campaigns for:
- Sales, starting with manual dialing and later implementing progressive logic.
- Service, including personalized IVRs and integrated webchat for immediate support.
- Collections, with automated workflows that prioritize cases according to risk or history.
Additionally, they designed web forms and screen pop-ups to facilitate agents’ work and implemented customized reports and real-time monitoring dashboards for continuous supervision.
3. An operation that scales intelligently
The combination of Infunnel and Inconnect allowed UTEL to:
- Grow from 55 to 260 active workstations in just 18 months.
- Integrate all its contact channels and processes into a single platform.
- Detect improvement areas based on objective data and act quickly.
- Achieve commercial growth without proportionally increasing staff size.
And this is only the beginning: UTEL has already incorporated Inagent, Inconcert’s virtual agent, to continue improving service to its educational community in a more agile and automated way.
Results that keep growing
With this integration, UTEL has achieved significant advances in its service strategy, such as:
- More personalized and efficient conversations.
- Constant data flow between CRM and contact center.
- Real automation, without friction for the teams.
- The ability to scale without increasing costs.
“With Inconcert we have consolidated a contact center fully aligned with institutional strategies, where the support of the professional team and the technological tools have made the operation easy and 100% manageable.”
Florencio Cueto Barojas,
Infrastructure Manager, UTEL
