--- title: Winning the Call Quality Battle with ICC BPO | AVOXI --- [Skip to content](https://events.avoxi.com/icc-interview-0324#main-content) [![AVOXI logo](https://events.avoxi.com/hubfs/blue-avoxi-logo.svg "AVOXI logo")](https://www.avoxi.com/) [Contact Us](https://www.avoxi.com/contact-us/) ## Customer Insight Series: featuring ICC BPO ## Navigating the Transformation Best practices for transitioning to and managing contact center voice in the cloud.  ![01-LOGO-BLANCO-ICC](https://events.avoxi.com/hubfs/01-LOGO-BLANCO-ICC.png "01-LOGO-BLANCO-ICC") ## About the Webinar ###### 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_Edit](https://events.avoxi.com/hs-fs/hubfs/Mike-Kaplan_Edit.png?width=100&height=100&name=Mike-Kaplan_Edit.png "Mike-Kaplan_Edit")](https://www.linkedin.com/in/mikekaplan1/) ### Mike Kaplan Chief Marketing Officer, AVOXI ![Alberto Galindo Headshot](https://events.avoxi.com/hs-fs/hubfs/Alberto%20Galindo%20Headshot.png?width=100&height=100&name=Alberto%20Galindo%20Headshot.png "Alberto Galindo Headshot") ### Alberto Galindo IT Manager, ICC BPO ## Related Resources ![Interview-Costa-Rican-Vacations-AVOXI_1920x1080](https://events.avoxi.com/hs-fs/hubfs/Interview-Costa-Rican-Vacations-AVOXI_1920x1080.png?width=1921&height=1081&name=Interview-Costa-Rican-Vacations-AVOXI_1920x1080.png "Interview-Costa-Rican-Vacations-AVOXI_1920x1080") ### International Voice without Compromise f. Costa Rican Vacations [Watch Now](https://events.avoxi.com/costa-rican-vacations?hsLang=en) ![nine-best-practices-for-managing-global-voice_blog_v2](https://events.avoxi.com/hs-fs/hubfs/nine-best-practices-for-managing-global-voice_blog_v2.png?width=1200&height=600&name=nine-best-practices-for-managing-global-voice_blog_v2.png "nine-best-practices-for-managing-global-voice_blog_v2") ### Nine Best Practices for Managing Global Voice [Read Now](https://www.avoxi.com/blog/nine-best-practices-for-managing-global-voice/) ![TrueLocal_Email_1920x1080](https://events.avoxi.com/hubfs/TrueLocal_Email_1920x1080.png "TrueLocal_Email_1920x1080") ### Look Local, Sell Local: How to Increase Your Global Answer Rate [Watch Now](https://events.avoxi.com/truelocal-webinar?hsLang=en) [linkedin-in icon](https://www.linkedin.com/company/avoxi) [facebook-f icon](https://www.facebook.com/goavoxi) [instagram icon](https://www.instagram.com/avoxi/) [X Twitter icon](https://www.twitter.com/avoxi) [Follow us on Facebook](https://www.youtube.com/channel/UCe5maDeviKq2oR1uUA9VnYg) --- 300 Galleria Pkwy SE, Suite 610, Atlanta, GA 30339 [![AVOXI logo](https://events.avoxi.com/hubfs/blue-avoxi-logo.svg "AVOXI logo")](https://www.avoxi.com/) Copyright © 2026, AVOXI [![AVOXI logo](https://events.avoxi.com/hubfs/blue-avoxi-logo.svg "AVOXI logo")](https://www.avoxi.com/) 300 Galleria Pkwy, Suite 1040, Atlanta, GA 30339 Copyright © 2026, AVOXI ```json { "@context" : "https://schema.org", "@type" : "VideoObject", "contentUrl" : "https://stream.mux.com/l01gU4AJyztUt9NhAcXU02Og00BYD4Hd9yXz5fdgbXLuB4.m3u8", "description" : "Navigating the Transformation: Best practices for transitioning to and managing contact center voice in the cloud.\n\nJoin 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.\n\n\\- Learn how ICC leverages AVOXI's virtual numbers for swift team setup and client onboarding, enhancing productivity and client satisfaction.\n\n\\- Explore how ICC utilizes voice analytics to ensure quality interactions and proactively address issues, setting a benchmark for service excellence.\n\n\\- Gain insights into ICC's proactive IT support and customer service differentiation, fostering trust and loyalty in a competitive market.\n\n\\- Understand ICC's adaptive strategies for operational efficiency and collaboration, ensuring continued growth and success in the dynamic contact center landscape.\n\n\\- Uncover future innovations, including AI integration for enhanced voice analytics and real-time service quality enhancement, shaping the future of contact center operations.\n", "duration" : "P0Y0M0DT0H23M43S", "embedUrl" : "https://app.getcontrast.io/embed/7d09f8c6-205c-4651-9488-1c5e361ae798", "name" : "Customer Insight Series: feat ICC BPO", "thumbnailUrl" : "https://d1f2tohd72skfr.cloudfront.net/2024/04/03/293a7e82-0f3f-4f6b-8a5c-c7c61aadaeb7", "uploadDate" : "2024-03-22T18:45:09.609Z" } ```