UCC Networks upgrades Multi-Encomiendas’ customer communications across Latin America

By AI, Created 1:13 PM UTC, May 17, 2026, /AGP/ – UCC Networks completed a cloud contact center migration for Multi-Encomiendas, a logistics and shipping provider serving multiple Latin American countries. The upgrade adds AI tools, messaging, routing and analytics intended to improve customer support, operational visibility and scalability.

Why it matters: - Multi-Encomiendas now has a unified communications setup built to handle customer inquiries, shipment coordination and delivery support across multiple countries. - The upgrade adds AI and automation tools that can reduce wait times, improve response handling and give leadership better visibility into contact center operations. - The migration supports a logistics business that serves families and businesses moving goods across borders, where communication affects the customer experience at every step.

What happened: - UCC Networks completed the migration and transformation of Multi-Encomiendas’ customer communications environment. - The logistics provider serves communities across Latin America, including Mexico, El Salvador, Costa Rica, Honduras, Guatemala and Nicaragua. - The deployment moved Multi-Encomiendas to a cloud-based contact center platform. - The upgrade was designed to support growth, improve customer response times and create a more connected experience for employees and customers.

The details: - The implementation included advanced call routing, queue optimization, omni-channel messaging, AI-enabled communication tools, automation workflows, enhanced reporting dashboards and diagnostic tools. - The platform now gives Multi-Encomiendas real-time operational visibility. - The system is intended to improve customer service performance and increase visibility into contact center activity. - Multi-Encomiendas has more than 20 years of experience shipping packages, vehicles and goods throughout Central America and Mexico. - The company focuses on shipping and logistics services that connect families and businesses across borders. - UCC Networks said the migration was completed with minimal disruption to day-to-day operations. - The initiative followed an assessment of operational requirements and a communications strategy tailored to a multilingual logistics operation. - The upgrade includes AI-enhanced customer communication tools, intelligent call routing, integrated SMS and messaging, advanced analytics dashboards, automated workflows, and enhanced diagnostics and monitoring. - The platform now helps management track call performance, queue activity, service levels and customer engagement trends. - UCC Networks’ Professional Services support long-term scalability as Multi-Encomiendas expands its logistics and shipping services.

Between the lines: - The project reflects broader demand in logistics for communications systems that combine responsiveness, organization and AI support. - For Multi-Encomiendas, the shift is as much about operational control as customer-facing features. - For UCC Networks, the deal fits a broader pitch to businesses serving Latin American communities. - Kevin Valdez, president of Multi-Encomiendas, said the migration simplified the contact center transition and improved the customer journey. - Oscar Reyes, founder of UCC Networks, said the company wants to remove communication barriers for businesses serving cross-border communities.

What’s next: - Multi-Encomiendas is positioned to use the new platform as it continues expanding across Latin America. - The upgraded system gives leadership more data to adjust staffing, routing and customer support processes over time. - UCC Networks is likely to keep targeting logistics providers that need multilingual, cross-border communications tools.