Information today is a strategic resource of great value to companies and organizations, by analyzing it you can make the right decisions in time to impact business development. Management information systems for decision making are today a very important business priority. In this paper, a management system model was analyzed to ensure that the information and strategic business objectives of a Contact Center are correctly aligned, integrating all available information sources so that they interact with each other and serve as support in making important decisions. Several statistical and technological tools were used, gathering information on the processes that currently exist in the area, on those operational and information management systems, evaluating their indicators based always on the management perspective and using research instruments such as interviews, surveys, analysis and observation, obtaining as a result a system as a management model. Needs, sources and resources were identified to establish an information management framework to be used as a tool for business planning and strategy. As future work, the use of these and other new business strategies is proposed hand in hand with new information systems and technologies that can provide the necessary support and services to improve business operations and management.