For players in the BPO industry, the adoption of agents raises the bar for the level of analysis that can be performed on conversations. Meanwhile, the development of voicebots and virtual agents continues to expand.

The introduction of voicebots and conversational analytics AI tools is creating new standards, KPIs and revenue streams for BPO providers and Contact Center service companies. The turning point came with the rise of conversational AI over chatbots. Unlike these earlier tools, which rely on preprogrammed rules and menus and are limited to handling basic text queries, conversational AI uses natural language processing to understand complex intents, manage multi-turn voice or text conversations, and perform specific actions.

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México · Software and Applications · Equipment Providers and Network Solutions03/09/2026

IT/OT convergence and data sovereignty: The path to digitalization in Mexico according to Siemens

Convergencialatina spoke with Marco Cosío, Siemens’ VP of Smart Infrastructure for Mexico, Central America and the Caribbean. He said the industry is competing for the “operational intelligence” that drives competitiveness and reduces time to market. The discussion covered the use of digital twins in power systems and advances in data centers.

América Latina · Software and Applications02/09/2026

Data sovereignty and cyber resilience: Hitachi Vantara presents key digital infrastructure considerations for telcos in the region

The company provides data management platforms to Latin America from its facility in Oklahoma, U.S. Its goal is to provide operators with a hub to consolidate workloads, ensure full availability and maintain control over data governance.

América Latina · Software and Applications01/09/2026

Veeam revenue in Latin America grew around 38% in first half of 2026

This was stated to Convergencia by Mauricio González, the company’s vice president for the region. Veeam released its “Data and AI Trust Gap” report, which shows that 88% of organizations are already using AI agents or running pilot programs, but only 7% consider themselves truly prepared for them.

Costa Rica · Software and Applications · E-Government19/08/2026

How improvements implemented after the 2022 crisis helped contain a cyberattack on the Legislative Assembly

A recent cyberattack on Costa Rica’s Legislative Assembly was quickly contained by the various bodies and protocols established following the traumatic events of four years ago. Investigations are ongoing to determine the source of the latest incident and the access points used.

Globales · Software and Applications04/08/2026

Big Tech burns free cash flow on AI investments

The combined spending by Amazon, Microsoft, Google and Meta exceeded the cash generated by their core operations by US$100 billion. A situation that is worsening.

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Conversational AI transforms contact center business

For players in the BPO industry, the adoption of agents raises the bar for the level of analysis that can be performed on conversations. Meanwhile, the development of voicebots and virtual agents continues to expand.

MORE ANALYSIS

IT/OT convergence and data sovereignty: The path to digitalization in Mexico according to Siemens

Data sovereignty and cyber resilience: Hitachi Vantara presents key digital infrastructure considerations for telcos in the region

The company provides data management platforms to Latin America from its facility in Oklahoma, U.S. Its goal is to provide operators with a hub to consolidate workloads, ensure full availability and maintain control over data governance.

Veeam revenue in Latin America grew around 38% in first half of 2026

How improvements implemented after the 2022 crisis helped contain a cyberattack on the Legislative Assembly

A recent cyberattack on Costa Rica’s Legislative Assembly was quickly contained by the various bodies and protocols established following the traumatic events of four years ago. Investigations are ongoing to determine the source of the latest incident and the access points used.

Big Tech burns free cash flow on AI investments

The combined spending by Amazon, Microsoft, Google and Meta exceeded the cash generated by their core operations by US$100 billion. A situation that is worsening.

A DIARIO LATINO 04-09-2026

Direct-to-Device enters commercial phase

Liberty is official Starlink distributor in Colombia, El Salvador, Guatemala and the Dominican Republic

Anatel seeks to renegotiate companies' regulatory debts totaling US$1.782 billion

OpenAI kept secret that its AI agents took control of a German website in May

Data center projects forecast a US$2.37 billion investment through 2031