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On March 14, hosted predictive dialer provider LiveVox (News - Alert), and broadband services provider XO Communications, joined to discuss how telecom agents can maximize the value they bring to their contact center clients through MPLS and with adjusted migration to VoIP.

Call center operators and supervisors may not be familiar with the ways in which MPLS can benefit their call centers, which is why LiveVox and XO Communications (News - Alert) have teamed up and brought this discussion to light at the Channel Partners 2011 show in Las Vegas.

The session went into detail about how MPLS adoption enables contact centers to adopt cloud technology more smoothly and swiftly. Making this move to the cloud from legacy hardware improves cost efficiency of VoIP processes as IP carriers are then able to guarantee the quality of services with increased security and reliability.

Led by Daniel Toomey, senior product manager of IP/VPN for XO Communications, and Michael Reed, vice president of technical operations for LiveVox, the discussion of the cloud and contact centers in the session was titled “MPLS: The Driving Force Behind Cloud Computing.”

Many contact centers are increasing their levels of VoIP and MPLS usage already for voice and data transport. As an alternative to the traditional PSTN telephony infrastructure, the cloud enables for more accurate and less costly ways of managing communications. LiveVox and XO Communications are at the forefront of this developing market, and bring leading cloud platforms and high-capacity broadband wireless capabilities to customers respectively.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jennifer Russell