Voice multi-agent for an authorized Endesa retailer

Overview

Intercard Solutions is a Galicia-based BPO that runs telemarketing and customer-service campaigns for Endesa, Jazztel, MásMóvil, Finetwork and others — including an authorized Endesa retail store. We adapted our voice multi-agent platform to their products, scripts and CRM so they could scale outbound contact without compromising on script accuracy or regulatory compliance.

Challenge

Energy and telecom retailing is heavily scripted and tightly regulated — every claim has to match the offer, every disclosure has to be made, and every objection has to be handled cleanly. Intercard wanted the throughput of an autonomous voice channel without losing the script discipline a human supervisor enforces.

What we built

• ›Adapted the multi-agent voice architecture (qualifier, objection handler, closer, knowledge agent) to Intercard's product taxonomy and disclosure requirements.
• ›Wired RAG over Endesa, Jazztel, MásMóvil and Finetwork product, pricing and compliance corpora so agents always answer on-script.
• ›Integrated calls, dispositions and contracted lines directly into Intercard's CRM and reporting stack.
• ›Deployed monitoring and evaluation dashboards so Intercard's supervisors can audit conversations and iterate on scripts.

Outcome

• ›Outbound capacity grew to tens of thousands of conversations per day.
• ›Sub-second voice latency kept conversations natural and conversion-friendly.
• ›Intercard gained a controllable, auditable channel they can tune by campaign, partner brand and segment.