Case Study: Leading Global BPO achieves operational stability and reduced cost-per-sale with LiveVox

How LiveVox Empowered a Leading Global BPO to Outperform in a Highly Competitive Sales Landscape

Leading Global BPO, a worldwide contact center and outsourcing provider, was losing competitiveness in telesales because its DOS-based, on‑premise dialing system caused frequent downtime, poor call quality, low agent morale, and a high cost‑per‑sale. The company engaged LiveVox and chose LiveVox’s cloud‑based CCaaS platform to replace their legacy infrastructure and stabilize outbound sales operations.

LiveVox implemented a targeted cloud rollout with training and 24/7 support, which drastically reduced system outages, improved call connect rates and audio quality, and simplified the agent desktop. Real‑time supervisor coaching, unified customer data for smarter campaign segmentation, and easier platform management boosted agent productivity, improved remote performance oversight, and lowered the BPO’s cost‑per‑sale—making Leading Global BPO more competitive in the telesales market.