ISO 27001 and ISO 9001 certified for 2025 and 2026
Fifteen years ago, Pegamento started with one conviction: good customer contact occurs when technology supports people’s work, not takes over. At a time when customer contact was still fragmented across phone systems, inboxes and separate screens, we built solutions that gave employees an overview and helped customers more quickly and personally.
Professionalizing customer contact then meant: structure, connect and simplify. Useful, scalable, but with one clear precondition: it must be able to grow safely and responsibly.
With ISO 27001, trust is at the heart of every contact moment.
With ISO 9001, every interaction becomes a stable, improvable building block.
ISO 9001 focuses on quality and continuous improvement.
It ensures that processes are performed consistently, controlled and reliably according to established practices, regardless of volume, employee, team or channel.
ISO 27001 is the international standard for information security. It goes beyond technology: it secures how we handle personal data, access rights, incidents, risks and improvements.
Today we are in the midst of a new phase: that of agentic AI within customer contact.
Whereas customer contact systems used to mainly record and route what came in, AI agents can now support them independently:
They recognize what a customer needs
Look up information from multiple systems
Prepare responses and follow-up steps
And help employees work faster and more carefully
These are not scripts and not “tricks,” they are digital assistants with context, memory and purpose, always within clear frameworks.
And exactly those frameworks, security, accountability, transparency and control, are guaranteed by ISO 27001 and ISO 9001.
This makes innovation not a risk, but a responsible step forward in how customer contact is organized.
"Our ISO certification confirms that we have quality and safety demonstrably in order. That is the basis on which we make customer contact smarter, more humane and future-proof."
The forerunners in modern customer contact are organizations where interactions are complex, intense and meaningful and where expectations are rising.
Municipalities, healthcare organizations and implementing agencies are experiencing pressures: Banks, insurers and leasing companies have high standards for compliance and verification. Here, agentic AI provides faster verification, less manual work and lower error proneness, without compromising diligence. Retail, telecom and e-commerce are all about personalized experience at scale.
higher demand, less capacity, stricter requirements for care.Financial services
Commercial organizations
Here, AI supports the contact center so that every customer gets an immediate and relevant response, 24/7, with no wait time.
We are happy to start the conversation and show you the quality steps you can take.
Deepen your knowledge with Pegamento’s white papers.
Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!