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Customer Success Story
PPL EnergyPlus West Profile
PPL EnergyPlus is a FORTUNE 500 company headquartered in Allentown, Pennsylvania. The company controls about 12,000 megawatts of generating capacity and markets and sells wholesale and retail energy in forty-two states and Canada - delivering energy to nearly six million customers in the United States, the United Kingdom, and Latin America.
Business Challenge
PPL EnergyPlus needed to record customer interactions to capture verbal contracts and reduce risk of litigation
Solution Overview
VPI CAPTURE™, an open-system architecture-based recording system with extensive online storage options and a powerful SQL database for data management
Significant Benefits
Easy integration with existing systems; Hassle-free maintenance; Saved time and money
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PPL EnergyPlus Reduces Risk with VPI

Whenever an agent is required to negotiate a price over the phone, that agent is essentially creating a verbal contract. PPL EnergyPlus realizes it is critical that those verbal contracts are recorded and archived for liability purposes. By recording calls from the PBX, PPL EnergyPlus found that it can settle “he said/she said” disputes, comply with regulations, and head off costly non-productive litigation.


"VPI has saved me a lot of time and PPL EnergyPlus a lot of money."

PPL EnergyPlus West

Business Profile

Founded 80 years ago, PPL EnergyPlus is a FORTUNE 500 company headquartered in Allentown, Pennsylvania. The company controls about 12,000 megawatts of generating capacity and markets and sells wholesale and retail energy in forty-two states and Canada - delivering energy to nearly six million customers in the United States, the United Kingdom, and Latin America.

As dramatic changes have come to the worldwide energy business, PPL Corporation has emerged as a company that is reinventing the way customers and investors think about electricity and natural gas. PPL has adopted an integrated corporate strategy to generate and sell competitively priced energy in key U.S. markets and operate high-quality energy delivery businesses in select regions around the world. The company is accomplishing these objectives by expanding the reach of the basic approach that has made it one of the most successful electric companies in the U.S. — a focus on excellence in operations, financial discipline and outstanding customer relationships.

Challenge

Whenever a PPL agent is required to negotiate a price over the phone, that agent is essentially creating a verbal contract. PPL EnergyPlus realizes it is critical that those verbal contracts are recorded and archived for liability purposes. By recording calls from the digital Nortel PBX, PPL EnergyPlus found that it can eliminate or settle “he said/she said” disputes and head off costly non-productive litigation. PPL EnergyPlus’ experience with interaction recording spans almost 20 years and the company realizes the value in having these interactions archived.

Solution

Patrice Evans, Senior Systems Administrator for PPL EnergyPlus, mentioned that prior to the installation of the VPI CAPTURE, the company was using a reel-to-reel recorder.

"Our previous solution could not deal with the problems we were having with the noise on our lines. Our system engineers simply ignored our requests for service instead of coming up with a solution. Thank goodness I contacted VPI, said Evans. "We met with them, they assessed our environment, and created a custom solution that has allowed us to finally record clear, crisp audio. Also , in dealing with VPI, it only takes one call to fix the problem promptly.”

VPI CAPTURE is a flexible call and data interaction recording solution that can record multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations. VPI CAPTURE presents actionable information in a centralized, consolidated manner, from a secure Web-based interface that provides fast and accurate insights via powerful, dynamic reports and visualizations.

Significant Benefits

VPI CAPTURE solved a number of challenges for PPL EnergyPlus.

"Other recorders that we looked into either did not record onto DVD or they used proprietary hardware that required extra installation or equipment," said Evans. "Since VPI CAPTURE is based on an open architecture, we were able to easily integrate the solution with our existing system. Maintenance is completely hassle-free since the system doesn’t really break down and replacement components are available at any computer store.”

Evans went on to say, “In the past, the system we used was very time consuming and hard to use. VPI CAPTURE has made my life so much easier! Whereas before it would take me between ten minutes to half an hour to retrieve a call, with VPI it is a matter of seconds.”

VPI’s solution uses a database query to find calls; a feature similar to using a search engine on the Internet. From the agent’s workstation, one simply types in the date and/or time and/or channel number and the call can be identified and retrieved.

“I no longer need to go to the server room, look for the tape from a few months ago, load the tape, and restore the file to hear the call. VPI has saved me a lot of time and PPL EnergyPlus a lot of money,” said Evans.

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