Hector Bravo - IT Director at Iterum Connections - speaks about his experience setting up QueueMetrics-Live for a big call-center monitoring project during COVID19 crisis.

Hector is currently the IT Director at Iterum Connections, a leading BPO in Panama.
As IT Director and Project Management Professional, Hector has been working for the past 20 years with information and communications technologies along multinational and local companies in Latinamerica, including contact centers, banking, airlines, government and other industries.

Hector has a Bachelor’s Degree in Systems Management, a Master’s Degree in Business Administration plus important industry certifications: AWS (Amazon Web Services – Cloud Solutions Architect) – PMP (Project Management Professional) – ITIL - VCP – and Microsoft Certifications.

In his spare time Hector enjoys traveling, reading, swimming and doing meditation.

For more information please refer to Iterum Connections' Corporate Website at: https://iterumconnections.com/


Hector Bravo, IT Director of Iterum Connections.


Q: What is your company profile and reference market?

We are a BPO (business process outsourcing) and Contact Center company with headquarters in Panama City, Panama.
Our clients are located mainly in USA. We serve different industries like: Telco, Finance, Healthcare, Government.

Q: How did you come across QueueMetrics?

I used QueueMetrics in another contact center in the past. After going to the QueueMetrics’ website, we realized you have a cloud version of the software. The cloud solution allowed us to start very quickly.

Q: What was your main challenge and how do you overcome it with QueueMetrics-Live?

Panamanian government contacted us in order to start a 120 agents call center operation.
This service provides help to citizens who lost their jobs due to the pandemia.
The main challenge was not related to technology, it was related to recruiting, hiring and training the people in a short period of time.
However, the decision to use QueueMetrics-Live was a great choice, since it allowed us to start in about one week once we had the people ready.
The QueueMetrics interface is user-friendly and very intuitive. Agents got used to the software in a few days.

Q: Did you encounter difficulties during testing process and set up?

Setup was really easy. We were able to configure the integration with our PBX very fast.
The cloning capabilities allowed us to create 120 agents quickly.
Loway assigned us a dedicated Pre-sales engineer that did a great job with us, resolving some technical questions and giving the best practices during the implementation.

Q: Would you recommend this solution to call-centres in your business segment? If yes why?

Yes, definitively. Any business using an Asterisk-based PBX can leverage the QueueMetrics capabilities.
This software allows to run the call center operation, monitor and get a lot of useful metrics and reports.

Why? Three main reasons:
- Cost/benefit
- Easy to use
- Metrics and Reports