Acquire BPO is a global business outsourcer, providing safe and flexible contact centre and back-office services. The company works across a multitude of industries, including telecoms, finance, and retail.
Relying on carrier-grade dedicated International Private Lines (IPLs) to deliver ‘local call’ clarity regardless of location, the company uses a triangular network design. This provides customers with diverse paths for geographical redundancy and multiple Tier 1 carriers – including PCCW Global – to mitigate risks of outages.
With the exponential growth and expansion of the business, Acquire BPO is increasing the number of physical delivery locations and call centres across the globe, as well as supporting the Work from Home (WFH) environment. What does this mean?
Connectivity must be optimised. Not only to enhance its call centre infrastructure, but also to ensure the high standards are maintained for remote workers as well.
With a network consisting of Points of Presence (PoPs) in 7 cities: Melbourne/Sydney (HQ), Tokyo, Manila (major call centre), Hong Kong, Singapore, San Jose and Los Angeles, mainly supported by 1Gbps Dedicated Ethernet Service (DES) circuits, Acquire BPO needed something that could underpin its expansion.
Along with its capacity for growth, the company also wanted to fulfil the following objectives:
– Reduction of the provision time for new links
– Migration to an on-demand usage model
– Set up new connections with ease
– Phase-in a centralised and real-time network monitoring system
– Ensure network issues were resolved in a timely matter
The main challenge was efficiently connecting to diverse data centre infrastructures, while maintaining Acquire BPO’s ability to meet its future requirements. Providing the company with instant access to a range of clouds and on-demand services, Console Connect transformed their enterprise network architecture.
Instead of being tied down to one system, Software Defined Interconnection (SDI), such as PCCW Global’s Console Connect, allows on-demand interconnectivity for their data centres, as well as access to a pay-as-you-go MPLS network.
Ultimately, Acquire BPO was able to efficiently upscale into new markets globally, self-serve six 10G ports to its PoPs in key cities Sydney, Tokyo, Hong Kong, Singapore and Los Angeles, and utilise a 1G DES on AJC (Australia Japan Cable Network) from Sydney to Tokyo.
“Console Connect made our life very easy. We were in the middle of planning a large-scale WAN upgrade to our global MPLS network and Console Connect was the perfect fit,” explains Kathryn Marshall, chief commercial officer, Acquire BPO.
Implementing greater granular control over their network infrastructure through Console Connect, Acquire BPO was able to create high-performance connectivity in its network assets in a more flexible way.
These changes helped the company act faster on the increasing demand for call centre services. On-demand connectivity eliminated extensive lead times and restrictive contracts for Acquire BPO, enabling the company to focus on its core business.
“Console Connect helped close gaps in our design while being able to provide additional redundancy at a fraction of their competitors’ cost,” adds Marshall.
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