Case Study: Telexpress Corporation achieves 20–30% higher agent productivity and unified multisite contact-center operations with Alvaria

Aspect Unified IP assists Taiwan’s leading outsourcing provider in expansions to greater China

Telexpress Corporation is a leading contact-center outsourcing provider based in Taiwan, serving clients across greater China with inbound, outbound and multimedia services. As its operations grew across multiple sites (Taipei, Taichung and Shanghai) the company needed to better coordinate multisite, VoIP-based contact center operations, reduce IT management overhead, and add blended call handling, agent scripting and quality monitoring capabilities.

Telexpress upgraded to Aspect Unified IP (adding 30 seats), integrated it with existing Nortel systems, deployed the browser-based LYRICall scripting tool and trained staff for a seamless rollout. The unified solution simplified administration and IT support, improved recording and quality monitoring, boosted agent productivity by 20–30%, and opened the door to future add-ons like workforce management while strengthening Telexpress’s competitive position in greater China.

Telexpress Corporation

Alex Chao

Chief Information Officer