Propuesta de continuidad y modernización del servicio de callcenter, caso hotelero

Abstract

Companies are continuously seeking to advance so as not to fall behind in the digital transformation process. Customer service has become a fundamental pillar, as it allows companies to maintain a close and effective relationship with their clients. In this context, the present work proposes a cloud-based solution that centralizes the telephony and call center service of El Salvador, Ecuador, Peru, and Colombia into a single, scalable system. This centralization will improve service management and customer care, providing more accurate metrics on service quality and facilitating decision-making aimed at meeting customer needs. This proposal represents a significant step in the evolution of current platforms, enabling optimized response times, improved service continuity, and a strengthened customer experience through a modern, integrated, and growth-oriented infrastructure. For its development, an applied case study methodology was used, supported by an analysis of the current infrastructure, a review of industry trends, and a comparative evaluation of cloud service providers. The results indicate that Microsoft Azure is the most suitable alternative for centralizing the operation, given its availability levels, competitive costs, and native disaster recovery capabilities.