AMPC Centre of Excellence Bataan Peninsula Outsourcing (ACE BPO) - a business division of Abucay Multi-Purpose Cooperative (AMPC) in the Philippines - has deployed ShoreTel's Unified Communications and Enterprise Contact Centre to build new BPO business.
The new ShoreTel-powered infrastructure provided ACE BPO with a telephony and contact centre functionality for up to 1,800 agents. "As a result of ShoreTel's innovations, we can implement a single telephony image and a single client to help us scale to 1,800 devices at the end of 2016," said Armando Osias, Managing Director of ACE BPO.
The BPO company has also deployed a virtual desktop infrastructure (VDI) solution to ensure cost efficiencies, flexibility, standardisation and data security. Additionally, ACE BPO utilised ShoreTel's softphone client with a Plantronics USB headset for each workstation.
"We now have the flexibility to move anyone in the company anywhere without any set-up required. If we need to grow our customer retention or billing operations from 20 to 50 agents, we can do it that immediately," explained Osias.
"We are operating with about 95 percent inbound and five percent outbound calls and, like everything else on our ShoreTel system, it is easy for us to change. We can reconfigure everything into an altogether different environment within five minutes," he added.
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