Case Study: I-Direct Broker Co., Ltd. achieves 30% productivity gains, 12% cost reduction and 18.5% higher right-party contact with Alvaria (Aspect Unified IP)

Unified solution from Aspect improves productivity and lowers costs while improving customer service levels and regulatory compliance

I-Direct Broker Co., Ltd., a Bangkok-based BPO serving major banks and insurers with more than 200 employees, needed to differentiate its direct-marketing services while meeting strict Thai B2C regulatory requirements. The company sought a scalable, unified multimedia platform to reduce operational costs, improve agent productivity and campaign accuracy, manage rising call volumes, and integrate smoothly with its existing Aspect EnsemblePro system.

I-Direct upgraded 200+ seats to Aspect Unified IP 6.6, adding unified inbound/outbound/blended multichannel handling, predictive/preview dialing, consolidated reporting and an “ask‑an‑expert” presence feature via Microsoft OCS/Lync. The rollout boosted right‑party contacts by 18.5%, cut agent idle time by 16%, simplified reporting and administration, improved regulatory adherence and customer service, and is expected to deliver a 30% productivity gain and a 12% reduction in operating costs.

I-Direct Broker Co., Ltd.

Nartawan Orvichian

Managing Director