Hosted VoIP

Alorica Inc. has entered into a three-year agreement with AT&T (News - Alert) Inc. for network upgrades and new services. Alorica has decided to upgrade its local area network and hardware architectures to enhance its contact center that will support the company's business.

AT&T's network services will enhance Alorica's call-routing capabilities across its global contact centers. With AT&T's Multiprotocol Label Switching (MPLS) network technology, Alorica will be allocating bandwidth to its locations. The technology will help Alorica optimize the capacity to handle increasing call volumes. The MPLS solution will provide Alorica with the flexibility required to meet its current and future needs by allowing the company to easily add agents, contact centers or a combination of both.

In addition, thanks to AT&T's MPLS, Alorica will be able to balance the workload between all of its contact centers and will provide customers with faster and more efficient access to service. The AT&T MPLS network services allow Alorica to prioritize voice and mission-critical data traffic between all of its contact centers, warehouses and offices worldwide.

"Alorica is an innovative company that is always looking for ways to provide better service for our customers, as well as provide flexibility to its business model to help it grow new business," said Andy Lee, chief executive officer of Alorica. "To meet our customers' needs, we sought a provider that could assist us with rapid deployment of MPLS network services, provide the hardware and deploy the technical skills of the people to implement an entire solution. AT&T fit the bill perfectly."

Alorica is a leading customer service-management provider that supports the entire customer life cycle — from front-office customer interaction to back-office reverse logistics. The company offers fully integrated solutions, such as customer interaction management, service logistics, depot and on-site repair services, in-home integration and total e-business solutions.

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Niladri Sekhar Nath is a contributing writer for TMCnet covering telecommunications, service providers and networking. To see more of his articles, please visit his columnist page.

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