UCC Networks announced the successful migration and transformation of the customer communications environment for Multi-Encomiendas, a logistics and shipping provider serving communities throughout Latin America, including Mexico, El Salvador, Costa Rica, Honduras, Guatemala, and Nicaragua.
The collaboration focused on helping Multi-Encomiendas strengthen communication with customers and simplify how teams support shipments, deliveries, and service inquiries across multiple countries and regions. The project reflects UCC Networks’ continued commitment to helping businesses remove communication barriers and stay closely connected to the communities they serve.
“Many of the customers using Multi-Encomiendas are shipping important items to loved ones across borders, and communication matters at every step of that journey. We are proud to help remove barriers through technology and support businesses that serve Latin American communities every day” – Oscar Reyes, Founder of UCC Networks
Project Migration
Multi-Encomiendas has more than 20 years of experience helping customers ship packages, vehicles, and goods throughout Central America and Mexico. The company is recognized for providing shipping and logistics services that connect families and businesses across borders while maintaining a strong focus on customer support and reliability.
The project enabled Multi-Encomiendas to unify communications across its operations while improving customer service performance, increasing visibility into contact center activity, and introducing AI-powered capabilities designed to streamline customer interactions.
The initiative was designed to support Multi-Encomiendas’ continued growth while improving the overall customer experience from the first customer inquiry through shipment coordination and delivery support.
“Our partnership with UCC Networks exceeded expectations. They simplified our contact center migration and equipped our teams with advanced communication tools including AI capabilities. The team provided outstanding support throughout the entire transition process, and the improvements to our customer journey has been tremendous.”
– Kevin Valdez, President of Multi-Encomiendas
Solution:
Prior to the migration, Multi-Encomiendas sought a communications solution capable of supporting increasing customer demand while improving response times across multiple service locations and countries. UCC Networks worked closely with the company to assess operational requirements, streamline workflows, and implement a communications strategy tailored to the needs of a multilingual logistics operation.
As part of the implementation, UCC Networks introduced:
- AI-enhanced customer communication tools to improve responsiveness and customer engagement.
- Intelligent call routing and queue optimization to reduce wait times and improve call handling efficiency.
- Integrated SMS and messaging capabilities to provide customers with more convenient communication options.
- Advanced analytics dashboards and reporting tools to give management greater insight into performance metrics and customer interactions.
- Automated workflows designed to streamline repetitive processes and improve operational consistency.
- Enhanced diagnostics and monitoring capabilities to support faster issue resolution and platform reliability.
The migration was completed with minimal disruption to day-to-day operations, allowing Multi-Encomiendas to continue serving customers throughout the transition process.
Impact:
The Project reflects a growing demand among logistics and transportation providers for communications systems that help teams stay responsive, organized, and connected while using AI and automation to better support customers.
“We understand the importance of staying connected to culture, and opportunity,” said Oscar Reyes Reyes. “As a Latino-owned company, we take pride in helping businesses that support our communities grow stronger and serve people better. If we can use technology to help remove obstacles and create better experiences for businesses throughout Latin America, then we are doing meaningful work.”
The upgraded platform now enables Multi-Encomiendas teams to manage customer inquiries more effectively while providing leadership with actionable insights into call performance, queue activity, service levels, and customer engagement trends.
In addition to improving internal collaboration, the implementation supports long-term scalability as Multi-Encomiendas continues expanding its logistics and shipping services throughout Latin America.
About Multi-Encomiendas
Multi-Encomiendas is a logistics and shipping company specializing in package delivery, freight forwarding, and transportation services between the United States and Latin America. The company serves customers shipping to Honduras, Guatemala, El Salvador, Mexico, Nicaragua, Costa Rica, and surrounding regions, with a focus on dependable service, customer support, and cross-border logistics solutions.
About UCC Networks
UCC Networks provides cloud communications, contact center solutions, unified communications, AI-powered customer engagement technology, and managed technology services for organizations seeking to improve communication and customer support operations. The company works with businesses across multiple industries to help simplify communications, strengthen customer experiences, and support long-term operational growth.
Contact Us today to learn more about enhancing your customer journey experience.
