# Customer Insight Series: feat ICC BPO

**Navigating the Transformation: Best practices for transitioning to and managing contact center voice in the cloud.**

###### **Join AVOXI’s CMO, Mike Kaplan and ICC BPO's IT Manager, Alberto Galindo to discover how ICC established a thriving cloud based BPO model during the pandemic, rapidly growing to nearly 1,000 employees within a year.**

###### \- Learn how ICC leverages AVOXI's virtual numbers for swift team setup and client onboarding, enhancing productivity and client satisfaction.

###### \- Explore how ICC utilizes voice analytics to ensure quality interactions and proactively address issues, setting a benchmark for service excellence.

###### \- Gain insights into ICC's proactive IT support and customer service differentiation, fostering trust and loyalty in a competitive market.

###### \- Understand ICC's adaptive strategies for operational efficiency and collaboration, ensuring continued growth and success in the dynamic contact center landscape.

###### \- Uncover future innovations, including AI integration for enhanced voice analytics and real-time service quality enhancement, shaping the future of contact center operations.

### Speakers

### Mike Kaplan
#### Chief Marketing Officer

### Alberto Galindo
#### IT Manager

### Replays

[03 min\**AVOXI Product Demo**\About](https://watch.getcontrast.io/videos/avoxi-product-tour/signup) [59 min\**Avoxi Webinar METRIGRY**\About](https://watch.getcontrast.io/videos/avoxi-avoxi-webinar-metrigry/signup)