Case Study: Leading Global BPO Company achieves enhanced stability and reduced cost-per-sale with NICE Systems' LiveVox SmartReach

How LiveVox SmartReach Empowered a Leading Global BPO

A leading global BPO with more than 35,000 employees across 40 locations provides contact center and outsourcing services to top brands but was hamstrung by a legacy DOS‑based, on‑premise dialing system. Frequent downtime, poor audio quality, high complexity with limited features, and a resulting high cost‑per‑sale made outbound operations inefficient and left the company unable to compete effectively in a cost‑sensitive telesales market.

The BPO migrated to LiveVox SmartReach, adopting a cloud‑based platform with focused training and a phased rollout. The change delivered marked improvements in system stability and call quality, a simpler agent desktop, supervisor listen‑in for real‑time coaching, unified campaign data and business‑user control, plus 24/7 support—reducing downtime, lowering cost‑per‑sale, and restoring competitiveness almost “night and day.”