By: Boris Garfias
Managing Partner of TOGA Soluciones Integrales

In the history of technological innovation in Mexico, there are companies that not only follow trends but create them and set new standards for an entire industry. TOGA Soluciones Integrales celebrates 23 years of experience, standing out for two fundamental milestones that radically transformed the contact center landscape in the country: being the first to offer Hosted Contact Center services with its own infrastructure and leading the adoption and promotion of open-source voice solutions.

“Customer experience has evolved significantly in recent decades. Initially, service was provided through traditional switchboards, where operators manually handled calls. Over time, call centers emerged, enabling more structured and large-scale service, although limited to telephone channels.

Later, contact centers expanded the communication spectrum to include email, online chats, and other digital channels, improving availability and efficiency. The arrival of social media further transformed customer relationships, enabling more direct, public, and immediate interactions.”

Pioneers in Hosted Contact Centers with 100% Mexican Infrastructure

When, in 2007–2008, most companies in Mexico were still investing heavily in physical infrastructure for their contact centers, TOGA made a visionary move that would change the industry forever. It became the first company to offer Hosted Contact Center services with its own data center located in Mexico City, anticipating what would later become a global trend by several years.

This strategic decision was no coincidence. Boris Garfias and Martha Toledo, founders of TOGA, identified an urgent need in the Mexican market: small and medium-sized businesses required professional contact center solutions without the massive infrastructure investment typically involved. The solution was to create a pioneering local hosting model that removed market entry barriers.

“In 2008, while many talked about the cloud as a future concept, we were already offering a Contact Center as a Service operational model with our own physical servers in Mexico,” commented Boris Garfias, Managing Partner of the company, years later. This proprietary infrastructure allowed TOGA to guarantee service levels, security, and availability specifically tailored to the needs of the local market, with minimal latency and full compliance with Mexican regulations.

TOGA’s proprietary data center in Mexico City quickly became a decisive competitive advantage. While foreign solutions faced issues with international connectivity, latency, and cultural adaptation, TOGA offered a 100% localized service, with immediate technical support in Spanish and a deep understanding of the operational needs of Mexican businesses.

Champions of Open Source in the Voice Industry

The second revolutionary milestone in TOGA’s history came with its determined commitment to open-source technologies at a time when the market was dominated by expensive and inflexible proprietary solutions. TOGA not only adopted open source as its technological foundation but became its main promoter and evangelist in Mexico.

In 2013, TOGA formalized its commitment to open source by becoming a partner and official representative of Elastix in Mexico, one of the most popular Asterisk-based unified communications distributions in the Spanish-speaking world. This strategic alliance allowed TOGA to offer IP telephony and contact center solutions at a fraction of the cost of proprietary alternatives, democratizing access to advanced technology.

The company went beyond simple implementation: it led the ElastixWorld initiative, integrating the global open-source developer community and positioning Mexico as a relevant player in this global ecosystem. Events organized by TOGA became must-attend gatherings for professionals and enthusiasts of open-source telecommunications.

“While major providers sold ‘black boxes’ with limited functionality and prohibitive costs, we were committed to the transparency and customization of open source,” explains Boris Garfias. “This allowed us to create truly tailored solutions, where the client had complete control over their technology.”

In 2015, TOGA deepened its commitment to open source by launching the BeFree event and introducing Issabel, an Asterisk-based unified communications platform that represented a major leap forward for the industry. This initiative consolidated TOGA as a thought leader in the realm of open communications, decisively influencing how Mexican companies perceived and adopted these technologies.

Continuous Transformation and Innovation

The combination of these two factors—proprietary hosting infrastructure and mastery of open-source technologies—placed TOGA in a unique position to evolve alongside the market. Over the years, the company has continually transformed its offerings, incorporating new technologies and trends without losing sight of its foundational principles.

Between 2007 and 2010, as the sector began to adopt mobile and social channels, TOGA had already established a solid On-Demand model, perfectly suited for companies needing to scale quickly and operate more flexibly. This approach also included leasing services, training, and technical consulting, enabling organizations of all sizes to implement advanced solutions.

By 2015–2020, TOGA had fully embraced the era of conversational AI, RPA (Robotic Process Automation), and full omnichannel strategies, with practical applications in both public and private sectors. The company strengthened its local infrastructure and international redundancy to support 24/7 services, backed by Bright Pattern, while maintaining its commitment to locally hosted high-availability services.

The Value of Forward-Thinking Vision

TOGA’s success lies not only in being the first but in making strategic decisions that were years ahead of prevailing market trends. While most local providers were still operating under traditional models of equipment sales and on-site installation, TOGA was already offering cloud services from its own infrastructure.

When proprietary solutions dominated the market with high costs and limited customization, TOGA bet on open source as a way to democratize access to advanced communication technology. These decisions were not just technical—they were philosophical, reflecting a vision centered on making technology accessible and truly adapted to local needs.

Throughout its 23 years, this Mexican company has generated more than 40 patents and developed technologies that are transforming key sectors such as healthcare, agriculture, and public services, proving that innovation can—and should—carry a local identity.

The Legacy Continues

Today, when we analyze the evolution of contact centers in Mexico—from traditional PBX-based systems to AI-powered cloud platforms—it is impossible not to recognize TOGA’s decisive influence on this trajectory.

Now, the inclusion of AI-based virtual assistants marks a new milestone: 24/7 service, real-time personalized responses, and unprecedented scalability. This advancement not only optimizes operational efficiency but also raises expectations for more agile, proactive, and customer-centric experiences.

With more than two decades of leadership in innovation, TOGA remains committed to the principles that have made it successful: robust infrastructure, early adoption of new technologies, and a “tailored solutions” approach that prioritizes the specific needs of each client.

“In an environment where technology evolves at breakneck speed, TOGA, as a company specialized in customer experience solutions, has always stayed one step ahead. Over the years, we have managed to innovate and adapt to every market transformation, integrating new technologies, channels, and strategies that allow our clients to offer differentiated, efficient service that meets today’s demands,” emphasizes Boris Garfias, CEO of the company.

As it celebrates its 23rd anniversary, TOGA not only commemorates its pioneering past but also reaffirms its commitment to continue shaping the future of business communications in Mexico.

Thank you to all our clients, collaborators, partners, and allies for being part of these 23 years of TOGA Soluciones Integrales!

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