At the same time, user expectations were evolving quickly. Employees and students increasingly wanted mobile-first, on-demand services that could be accessed through phone calls, video sessions, chat, and WhatsApp. Orienta needed a digital foundation capable of delivering this omnichannel experience securely and at scale, while maintaining the personalized, human-centered care that defined its model.

"Technology today is a central pillar for decision-making, not just for us as a business, but for our clients as well," explains Guillermo Rivera, commercial manager. "They expect efficiency and secure communication channels not only for employees, but also their families and communities."

To modernize, Orienta needed a secure, data-driven platform to deliver multi-channel support at scale. Having already adopted Google Workspace, the team saw the ease of integration and collaboration as proof of a stronger foundation.

"We started with Google Workspace and saw how easy it was to integrate," Ortega adds. "That experience convinced us that the rest of the Google Cloud ecosystem could support us in security, stability, and scalability."

To reach people on their preferred channels, Orienta began modernizing its contact center with Contact Center AI Platform, expanding from phone support into video, chat, and WhatsApp. AI is used to automate repetitive steps and classify requests, while professional advisors remain at the center of every case.

Security is reinforced with Security Command Center, Identity and Access Management (IAM), Cloud Key Management, Secret Manager, Cloud Monitoring, and Cloud Logging, giving the organization control over information and compliance. "We need a technological infrastructure that is flexible and secure," continues Cuevas. "Information security is essential for us and for our clients, and conveying that trust is just as important as ensuring it."

So far, Orienta has delivered more than 240,000 personalized sessions, 155,000+ phone calls, 2,500 video consultations, and nearly 85,000 digital interactions in a year, along with 250 wellness events and webinars. These results show how technology and empathy together expand access to wellbeing across the region.

The vision is to provide faster responses and broader coverage, without compromising the empathy and personal connection that define its model.

Beyond technology, Orienta also recognizes the cultural shift taking place in Latin America, where mental health is no longer seen as optional but as a necessity for both companies and families. Stress, anxiety, and depression remain widespread challenges in workplaces, and organizations are increasingly expected to provide comprehensive wellbeing strategies.

The company also sees its future in regional expansion. As it scales, Orienta is clear that technology will remain a support, not a replacement, for human connection.

"We are introducing AI in areas such as bots and automation, but always with the idea that these tools support our advisors, not replace them," Rivera concludes. "Technology helps us respond faster, but empathy and warmth are what make people stay. That balance, between new tools and human connection, is what we want to extend across the region."