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Customer Success Story
Texas Power Profile
Texas Power is a Texas-based, Texas-owned energy company that brings electricity service to communities across Texas.
Business Challenge
100% call recording for compliance and risk management is an ongoing business imperative, and the company’s existing client-side call recording system wasn’t properly capturing all interactions.
Solution Overview
Voice Recording, Screen Recording, Quality Evaluation
Significant Benefits
Increased visibility and data access; Easy to demonstrate compliance; Enhanced customer experience
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Texas Power Uses VPI Call Recording and Quality Monitoring Software to Save Money, Maintain Compliance

Texas Power is a Texas-based, Texas-owned energy company that brings electricity service to communities across Texas. 100% call recording for compliance and risk management is an ongoing business imperative, and the company’s existing client-side call recording system wasn’t properly capturing all interactions.


“We like the fact that VPI offers a Web-based call quality evaluation module and are eager to see how it can help us provide even greater service to our customers.”

Texas Power

Business Profile

Texas Power has nearly a hundred contact center service agents speaking with residential and business customers every day regarding their energy needs. During those interactions, service terms are typically discussed and service arrangements are agreed to. While speaking with these customers, Texas Power service agents must adhere to certain compliance standards set forth by the Public Utility Commission of Texas, which requires each agent to disclose certain things during a call and obtain agreement from the customer on various points – particularly when switching a customer from their old service provider over to Texas Power.

In the event that a potential compliance issue were to arise, the company needed to be able to prove it adhered to the governmental regulations. Furthermore, there are sometimes customer disputes that come up in which verification of specifically what was discussed and agreed to during the call needed to be reviewed for settlement purposes.

The company’s existing client-side, USB-based call recording system was not up to the task and intermittently lost calls or failed to record them, especially when any network problems would occur. This was an issue for Texas Power, and it needed a better solution to its compliance and risk management challenges.

Solution

Through VPI Authorized reseller partner Lantana Communications, Texas Power learned about the VPI call recording and quality monitoring software solution and wanted to hear more about it.

“Our rep from Lantana, which has always been very good to us, told me about VPI and encouraged me to take a look at the solution,” said David Sadley, Telecom Director, Texas Power. “I did and immediately liked what I saw. I especially liked the 100 percent recording, the screen capture, the Web portal for access and administration, the ease of searching and the fact it was server-side. It seemed very user friendly and appeared to be the best option for us.”

"We decided to go with VPI because of the many advanced features it has that would enable us to optimize our contact center operation. We also liked that the Avaya-compliant solution is compatible in our Avaya environment.”

Through collaboration with Avaya via the gold-level membership in Avaya DevConnect Program, VPI developed the advanced recording solution to help organizations like Texas Power effectively capture, evaluate, analyze and improve their interactions. VPI’s unique recording solution supports IP, digital and analog interactions in one server up to 192 channels in any combination in Avaya IP Office, Avaya Communication Manager and other Avaya IP environments.

The VPI Avaya passive span recording solution used by Texas Power is a cost-effective alternative to recording via DMCC/TSAPI connection. VPI supports either option, thereby giving Texas Power the flexibility to transition from one to another within the same recording platform should the company's environment, needs or requirements change.

Significant Benefits

  • “I like the screen recording feature because it enables us to see where employees are having issues and where we need to better train.”

  • “The 100% recording enables us to right any wrongs with customers and keep us from paying for things that are not our fault.”

  • “The Web portal is very user friendly and allows us to quickly and easily search for the recordings we need to settle disputes and demonstrate compliance.”

  • “We like the fact that VPI offers a Web-based call quality evaluation module and are eager to see how it can help us provide even greater service to our customers.”

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