Converged Architecture: Chronicle of our event in Barcelona
On March 25, INSTEL held a new edition of its Tech Pills at its technology showroom in Barcelona, under the title “Converged Architecture: Unified Communications & Omnichannel Contact Center.”
The event brought together IT and business leaders to address a critical challenge for organizations: the effective integration of unified communications platforms with customer service environments.
The impact of technological fragmentation
During the welcome session, the INSTEL team highlighted the challenges that arise when these systems operate independently. These include the loss of context between teams and customers, the difficulty of turning data into strategic decisions, limitations in automation, and the increase in costs and complexity with every technological evolution.
In this context, a converged cloud architecture was presented as a key model for unifying context, data, and operational logic, enabling environments that are more efficient, scalable, and user experience-oriented.
Unified Communications and Omnichannel: An Integrated Vision
The event combined strategic vision with practical demonstrations led by technology partners.
On the one hand, innovaphone presented its myApps ecosystem as the solid core of this converged architecture a European Digital Workspace that goes beyond telephony to unify video, messaging, and collaboration within a single, multi-device interface.
On the other hand, Inconcert explored the potential of omnichannel strategies and intelligent automation, highlighting how channel integration and the use of AI-powered virtual agents can optimize interaction management and improve operational efficiency.
The customer perspective: real experience in transformation
One of the key moments of the event was the participation of Álex Valera, CIO of Forcadell Consultores Inmobiliarios, who shared his experience in transitioning toward a more centralized environment, highlighting the benefits in terms of operational efficiency and improved experience for both employees and customers.
His contribution provided a practical perspective on how to approach this type of project from the organization’s side.
A space for sharing knowledge and experiences
The event concluded with a networking session where attendees were able to exchange insights, share experiences, and create new collaboration opportunities.
With initiatives like this, INSTEL continues to foster spaces where technology is brought into real-world scenarios, helping organizations tackle their digital transformation challenges with a more integrated and strategic approach.