We have won the 2026 Platinum CX Award for Best IT Project in BPO & Back Office Solutions

Thanks to Contact Center Hub and, especially, our joint efforts with Servinform, we were honoured to win the award for Best IT Project in BPO & Back Office Solutions.

The 17th edition of the Platinum CX Awards was much more than just an awards gala; it was the ultimate gathering for over 400 professionals across the customer experience industry, coming together once again to celebrate the talent, innovation, and commitment of end-user companies, contact centres, BPOs, and tech providers.

BEST IT PROJECT IN BPO & BACK OFFICE SOLUTIONS AWARD

In the “Technological Innovation” category, we were recognised with the Best IT Project in BPO & Back Office Solutions award for our collaboration on the 010 helpline for Sevilla City Council; a benchmark project within the public sector.

Jose Luís Gil, our Customer Success Manager, and Alvaro Figueira, Director of SBU Industries & Public Administration Solutions at Servinform, stepped up to collect the accolade, which was presented by Juan Carlos Alcaide, CX Ambassador and expert in empathy, CX, marketing, and the Silver Economy.

Jose Luís Gil, Customer Success Manager at Enreach, Juan Carlos Alcaide, CX Ambassador and expert in empathy, CX, marketing, and the Silver Economy, and Alvaro Figueira, Director of SBU Industries & Public Administration Solutions at Servinform.

THE SEVILLA 010 PROJECT

THE CHALLENGE: MAKING CITIZEN SUPPORT MORE HUMAN AND STREAMLINED

The lack of digitalisation in local government procedures has always been a major friction point for citizens. In fact, studies confirm that 43% of Spaniards are dissatisfied with administrative services.

With a large percentage of the population now digitally active, the 010 service needed to evolve to meet the demands of younger citizens without losing the quality of face-to-face support.

The challenge, therefore, was to scale up the workforce both in branch offices and over the phone, interconnect touchpoints to deliver seamless experiences, and automate high-impact tasks to enhance both the customer and agent experience.

THE SOLUTION: OMNICHANNEL & ARTIFICIAL INTELLIGENCE

On a technological level, our solutions are delivering three key benefits:

• A 360° view for agents: Our contact centre software centralises all channels into a single dashboard. This ensures that no matter which touchpoint citizens choose, agents can assist them with full visibility of their history, without needing to jump between different tools.
• A 360° view for supervisors: To ensure total operational control, supervisors have access to two dashboards (one for voice channels and another for digital channels) to monitor key KPIs, services, queues, overflows, and agent status.
• Smart automation with AI Studio: Our AI orchestrator has enabled the deployment of voice and chat virtual agents. These are capable of fully understanding a citizen’s intent and handling appointment bookings, bill payments, and reporting council incidents 100% autonomously.

Whenever a citizen needs something else, the system is smart enough to transfer the conversation to the best available human agent, providing full context so the customer never has to repeat themselves.

THE RESULTS SPEAK FOR THEMSELVES

The combination of conversational AI and human talent achieved the following in 2025:

• Automated responses for over 465,000 calls
• Automatically resolved 50% of 120,000+ WhatsApp conversations
• A 20% increase in First Call Resolution (FCR)
• A 15% reduction in Average Handling Time (AHT)

This new approach not only frees agents from repetitive tasks so they can focus on cases that truly require human empathy, but it also provides citizens with local authority support available 24 hours a day, 7 days a week.

We would like to say a massive thank you to the entire Servinform team who made this possible: Álvaro Figueira, Flor Hernández, Sara Hernández, Héctor Rodríguez, Sebastián Pacheco, and Jesús Pacheco. Thank you for trusting us to transform the experience of millions of citizens!

WANT TO FIND OUT HOW CONVERSATIONAL AI CAN TRANSFORM CUSTOMER SUPPORT WITHIN YOUR ORGANISATION?