'When technology is combined with a human perspective and business understanding, the impact is real': Intelcia

In today's business world, innovation has become a fundamental pillar of success . Intelcia, a renowned customer experience solutions company, has taken a bold step by establishing its "Evoluciona" innovation hub in Colombia. This initiative seeks to transform the way companies connect with their customers, adapting to new technologies and market trends.

'Evoluciona' presents itself as a space for collaboration and experimentation, where technology, business knowledge, and human creativity converge. In an interview with EL TIEMPO, Intelcia affirms its commitment to Colombian talent and its ability to generate disruptive ideas that drive the evolution of the customer experience globally. With this hub, the company seeks to consolidate its position as a benchmark for innovation and leadership in the sector.

Evoluciona is Intelcia's innovation hub, a team that connects technology, business knowledge, and empathy to transform the way companies engage with their users. Evolving as a global initiative within Intelcia, we are now the first hub of its kind in the BPO sector in Colombia.

Establishing it here was no coincidence: Colombia is one of the most dynamic BPO ecosystems in Latin America, with highly qualified talent, a strategic geographic location, and a cultural affinity that make it ideal for scaling solutions. Evoluciona was born to solve a challenge common to many companies: how to become more efficient without losing proximity, how to integrate technology without dehumanizing customer relationships. And from Colombia, we are leading that transformation.

We play the role of a strategic partner in your operational and digital evolution. At Evoluciona, we support companies looking not only to outsource a service but also to rethink their customer experience processes with a more agile, human, and data-driven approach .

We do this through solutions that integrate automation, analytics, artificial intelligence, voicebots, simulators, and more. This allows us to offer faster, more contextualized, and more effective responses to end users, increasing satisfaction rates and optimizing costs.

Our formula is expressed as E = Ba × H³ × T. That is, Evolve = business knowledge (Ba), humanity cubed (H³), and technology (T). This isn't just a conceptual framework: it's the foundation of how we design every solution.

These results reflect that when technology is combined with a human perspective and a deep understanding of the business, the impact is real.

We deeply believe that technology is a tool, not an end. And that true innovation occurs when it improves people's lives. That's why we talk about intelligent relationships, not robotic interactions. At Evoluciona, each solution is designed with the user, the collaborator, and the end customer at the center.

We work with immersive training models, avatars, co-creation processes with teams, and extensive active listening to ensure that the tools we implement amplify the value of people, not replace it. Automation is valuable, but without empathy, it's unsustainable.

For Intelcia, Evoluciona is a commitment to purposeful innovation. It's a space where solutions are designed and scaled that can be applied in different countries, but that are born from a deep understanding of the Latin American context.

In Colombia, Evoluciona has become a driving force for the development of new capabilities, talent development, and the digital transformation of many companies. We aim to continue growing as a regional benchmark for customer experience, providing solutions that not only improve performance but also build smarter, more humane, and sustainable relationships between brands and people.