Luiz Terra Insights https://www.luizterra.com.br/insights/ Practical perspectives on international sales, telecom, CX, BPO, CCaaS, SBC and AI-powered contact center operations. en Mon, 27 Jul 2026 12:00:00 -0300 Why AI-powered AMD is becoming strategic for outbound operations https://www.luizterra.com.br/insights/ai-powered-amd-outbound-operations/ https://www.luizterra.com.br/insights/ai-powered-amd-outbound-operations/ Answering Machine Detection is no longer just a dialing optimization feature. For modern contact centers, AI-powered AMD can directly impact productivity, compliance, customer experience and operational cost. Fri, 03 Jul 2026 12:00:00 -0300 AI & Contact Center The future of SBCs in cloud contact centers https://www.luizterra.com.br/insights/future-of-sbcs-cloud-contact-centers/ https://www.luizterra.com.br/insights/future-of-sbcs-cloud-contact-centers/ As contact centers move to cloud and hybrid architectures, Session Border Controllers remain critical for security, interoperability, routing, resilience and voice quality. Fri, 03 Jul 2026 12:00:00 -0300 Telecom Infrastructure How BPOs should evaluate telecom infrastructure partners https://www.luizterra.com.br/insights/bpos-evaluate-telecom-infrastructure-partners/ https://www.luizterra.com.br/insights/bpos-evaluate-telecom-infrastructure-partners/ BPOs need more than aggressive pricing from telecom vendors. They need reliability, observability, integration flexibility, fast support and a partner capable of scaling across regions. Fri, 03 Jul 2026 12:00:00 -0300 BPO Technology LATAM as a bridge between US CX demand and global delivery https://www.luizterra.com.br/insights/latam-bridge-us-cx-global-delivery/ https://www.luizterra.com.br/insights/latam-bridge-us-cx-global-delivery/ LATAM has become a strategic region for nearshore CX, combining language capabilities, cultural proximity, technical talent and competitive delivery models. Fri, 03 Jul 2026 12:00:00 -0300 Market Entry What European CCaaS vendors need from local telecom partners https://www.luizterra.com.br/insights/european-ccaas-local-telecom-partners/ https://www.luizterra.com.br/insights/european-ccaas-local-telecom-partners/ European CCaaS vendors expanding internationally need telecom partners that understand local regulations, SIP interoperability, numbering, carriers, latency and support expectations. Fri, 03 Jul 2026 12:00:00 -0300 CCaaS Expansion AI in Contact Centers: where the hype ends and ROI starts https://www.luizterra.com.br/insights/ai-contact-centers-roi/ https://www.luizterra.com.br/insights/ai-contact-centers-roi/ AI creates value in contact centers when it improves measurable outcomes: answer rates, agent productivity, compliance, routing accuracy, quality monitoring and customer satisfaction. Fri, 03 Jul 2026 12:00:00 -0300 AI ROI