Get Live Quote How Voxpro Partnered with KMC for a Contact Center in the Philippines
Philippines
Challenge
Voxpro, a provider of multilingual customer experience and technical support solutions to global brands, needed to establish operations in the Philippines in 2017 to provide operations support to their client, Airbnb. With offices across the globe, Voxpro required a highly available contact center and BPO operations that could maintain 99.999% operational availability. They needed to build a team of over 200 agents quickly while ensuring robust technical infrastructure and seamless connectivity for their 24x7 multilingual support operations.
Solution
KMC Solutions provided Voxpro with a comprehensive contact center solution that included:
- Highly available contact center platform with redundant public switched telephone network connectivity
- Building and recruitment of over 200 skilled customer support agents through KMC's Talent Acquisition team
- High Availability contact center platform with international toll numbers routed to local SIP connectivity
- KMC managed VOIP PBX running on a 3CX platform in an active-active configuration
- Co-location for Voxpro managed network components in KMC's SM Aura Data Center
- Managed technical solution to ensure 99.999% operational availability
- Seamless transition support during Voxpro's acquisition by TELUS International, including continued HR, payroll, and technical environment management
KMC provided end-to-end support from recruitment to technical infrastructure management.
Results
Voxpro successfully established their Philippines operations with over 200 agents and achieved their target of 99.999% operational availability. The robust technical infrastructure and skilled workforce enabled them to provide seamless multilingual customer support to their global clients including Airbnb. When Voxpro was acquired by TELUS International, KMC facilitated the seamless transfer of staff and continued to manage HR, payroll, and technical functions, ensuring business continuity during the transition period.
More case studies from KMC Solutions
KMC Solutions
How KMC Helped Full Potential Solutions Scale Smoothly
Full Potential Solutions, an Australian business services company, was facing significant challenges with their existing employment arrangements in the Philippines. They had employees working under various contractual arrangements that were not fully compliant with local Philippine labor laws. The company needed to ensure proper employment compliance while maintaining their operations and avoiding any disruption to their business processes. They were concerned about potential legal risks and wanted to transition their team to a fully compliant employment structure without losing valuable...
KMC Solutions
How KMC Built Their Southeast Asia Talent Hub with Zoom
Zoom Video Communications needed to rapidly scale their operations in Southeast Asia and establish a significant talent hub in the Philippines. The company required a partner who could help them find and hire top-tier talent quickly while ensuring full compliance with local employment laws. Zoom needed to hire over 100 employees within a very tight timeframe of just 3 months to support their growing business in the region. They also needed office space and infrastructure to support this rapid expansion.
KMC Solutions
How Catch.com.au Built an Efficient Offshore Team with KMC
Catch.com.au, a major Australian e-commerce platform, was looking to transition from their existing BPO model to a more hands-on offshore approach that would give them greater control over their operations and team management. They wanted to build a substantial offshore team but needed a partner who could provide the infrastructure, compliance support, and operational expertise to make this transition successful. The company aimed to scale their offshore operations significantly while maintaining high service quality and operational efficiency.
