News : ACE BPO Relies on ShoreTel UC and Enterprise Contact Center Solutions
Hong Kong, May 26, 2016 -- ShoreTel(R) (NASDAQ: SHOR), a provider of unified communications (UC) solutions and phone systems, announced that the AMPC Center of Excellence Bataan Peninsula Outsourcing (ACE BPO), a business division of Abucay Multi-Purpose Cooperative (‘AMPC’), in the Philippines is relying on a ShoreTel Unified Communications and Enterprise Contact Center solution to build a brand new business process outsourcing business.
Designed to provide telephony and contact center functionality for up to 1,800 agents, the new ShoreTel-powered infrastructure offers ACE BPO a way to scale its capacity and meet escalating customer demand for its services.
"I’m a believer in the ShoreTel solution, which provides us with the solid baseline we need for all our unified communications and contact center functions. As a result of ShoreTel’s innovations, we can implement a single telephony image and a single client to help us scale to 1,800 devices at the end of 2016," said Armando Osias, Managing Director of ACE BPO.
To ensure optimal cost efficiencies, flexibility, standardization and the highest levels of data security, ACE BPO designed and implemented a virtual desktop infrastructure (VDI) solution.
"We are excited to support ACE BPO integrating ShoreTel’s UC and contact center solutions in their existing infrastructure. Providing complete functionality and the ability to rapidly scale operations, it is a brilliantly simple way for organizations – ranging in size from five people to five thousand – to operate extremely flexibly and cost-effectively," said Frederic Gillant, VP of Asia Pacific, ShoreTel.
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"We now have the flexibility to move anyone in the company anywhere without any set-up required. If we need to grow our customer retention or billing operations from 20 to 50 agents, we can do it that immediately," said Osias.
ACE BPO is planning to expand their service to 1,800 agents by the end of the year. That means the company will be bringing on an average of 200 new staff every month. Moreover, this new outsourcing operation will play a significant role in providing a meaningful career path for the region’s younger generation.
Posted by Veronica Silva Cusi, news correspondent
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Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
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