Case Study: National BPO achieves 90% productive remote agent base and strengthened data security with LiveVox

National BPO Collaborates with LiveVox to Help Manage an Intricate Environment

National BPO, a major financial services BPO, needed to maintain business continuity during the COVID-19 shift to remote work while protecting customer data and ensuring reliable agent connectivity. To meet these challenges they partnered with LiveVox, leveraging the LiveVox cloud-based contact center platform (including tailored agent desktops, IVR and Speech Analytics) to support secure, low‑bandwidth remote operations.

LiveVox delivered virtual desktops, a dynamic AWS-backed access model, and modified agent screen views to centralize consent management, protect sensitive data, and streamline payment handling. As a result the BPO moved agents to home in measured batches, achieved a 90% productive agent base, streamlined remote access for 600 agents, strengthened data security, and improved payment processes and monitoring using LiveVox.