Centris Information Services

Spanish-speaking customers form a large part of the market for insurers, healthcare providers and online retailers in the United States, and Centris Information Services is built around serving them in two languages. It is headquartered in the US and runs its contact center and back-office teams from three nearshore locations, and its website names Mexico.

Thirty years of bilingual contact work

The company says it has helped customers for more than thirty years and now counts more than five thousand of them. Its agents answer in English and Spanish and are presented as an extension of the client's own staff. The firm claims savings of up to 45 percent compared with US-based call centers, and gives that as the reason to look at nearshore work.

Services beyond the phone

Customer support is the core, covering voice, live chat and email, including for ecommerce and retail companies. Around it sit inbound sales, marketing surveys, quality assurance, technical support and wider business process outsourcing: claims processing, data entry, data management and web design are all named. A guide on its site explains how a move of contact center operations to Mexico works.

Insurance and healthcare work

Two sectors get specific attention. For insurance, the company describes agents trained to walk customers through a claim after an accident, a moment it notes can be stressful. A case study describes an auto insurer that cut customer service costs by half after outsourcing. For healthcare, its services include patient advocacy, revenue cycle management, soft collections and scheduling, aimed at providers whose patients increasingly use self-help medical services. A second case study covers a healthcare technology firm that needed support for Hispanic patients and customers. Utilities, finance and security are also listed among the industries it serves.

Sophia and the four AI pillars

The newest part of the story is an in-call assistant called Sophia. According to the site, it works in four ways: real-time transcription in English and Spanish, sentiment analysis that shows the tone of a call as it develops, suggestions for the next line, policy or escalation, and automatic scoring of every interaction for quality assurance. The company stresses that agents stay in control: they can accept a suggestion, rewrite it or ignore it.

How a call moves

A live call passes through five steps. The assistant transcribes and detects tone, intent and any shift of language. It pulls the customer's history, relevant policy, prior contacts and sentiment trend. It offers the next line or escalation with a confidence score. The agent decides what to say. Afterward, the CRM note is written automatically, with sentiment, action items and language preference recorded before the call ends. The firm sums this up as artificial intelligence handling the load while people handle the moment.

Centris Information Services runs contact centre and back-office teams that speak English and Spanish. It has its headquarters in the United States and works from three nearshore sites, with Mexico named on its website.

The company says it has operated for more than thirty years and now supports its agents with an in-call AI assistant.

Services

• Customer service: phone, chat and email support, including for online retailers.
• Claims processing: handling insurance claims for customers.
• Healthcare support: patient advocacy, revenue cycle work, soft collections and scheduling.
• Back-office work: data entry, data management, tech support and web design.
• Quality assurance: call scoring, plus marketing surveys.
• AI assistant: live transcription, sentiment reading, suggested replies and automatic scoring.

Clients

Insurance, healthcare, retail, security, utilities and finance clients.

Key facts

• Languages: English and Spanish
• Locations: three nearshore sites