VPI Helps Arvest Provide a Quality Customer Experience

Customer: Arvest Bank

Industry: Financial Services

State: AR

 

For a company like Arvest Bank, with over $4 billion in assets under management, keeping a record of every phone transaction is not just a luxury, it's required by their internal compliance committee. With the enormous volume of calls they record daily, they needed a telephone logging system that is reliable, scalable in design, and easy to use. That is why they chose the VPI system.

Business Profile

Since it was founded in 1961, Arvest Bank has grown to consist of banks in Arkansas, Oklahoma, Missouri and allied support organizations all related by virtue of common ownership. Arvest today has nearly 2,700 employees whose job is to provide excellent service to their customers.

Arvest believes in customer-focused banking. Their extended branch hours, mobile banking and Free Online BillPay provide Arvest Bank customers with fast, convenient service.

Challenge

For a company like Arvest Bank, with over $4 billion in assets under management, keeping a record of every phone transaction is not just a luxury, it's required by their internal compliance committee. With the enormous volume of calls they record daily, they needed a call recording system that is reliable, scalable in design, and easy to use.

Solution

Arvest Bank chose the VPI recording sysyem due to its reliability and ease of use.

“Aside from the obvious recording function, the VPI solution enables us to do a multitude of mission critical business applications. One of the ways we use the system is as a valuable tool to capture, measure, and analyze data in order to pinpoint necessary areas that need improvement in our customer-agent interaction. The VPI solution has given us a proactive learning tool that allows us to learn more about our customers in order to provide them with the highest quality of service,” said Greg Babbit, a Network Support Analyst at Arvest Bank.

.

 

Significant Benefits

Direct Digital Integration

VPI offers CTI compatibility and direct digital integration with all major PBXs, including Avaya, Nortel, Aspect, NEC, Siemens, Inter-Tel, Alcatel, and many others. It offers the industry’s only complete and accurate Agent/Supervisor Initiated Monitoring (AIM/SIM) solution for selective call record retention.

Most Efficient Data Management

VPI is the only call recording company to utilize the most powerful SQL database. Business-critical tasks demand high performance and reliability. VPI delivers. VPI chose to implement the SQL database because Arvest needed a sophisticated database with a small footprint, low maintenance, high reliability and the ability to backed-up without interrupting the recording process.

Highest Reliability

Reliability is a cornerstone of the fault-tolerant VPI system. In addition to the SQL database, VPI also employs dual hot-swappable 80 GB hard drives, power supplies and fans. If one breaks down, the other one continues to perform - all without missing a beat.

VPI offers the most robust, flexible and feature-rich call recorder available today. Thousands of hours of recorded transaction activity can be effectively recorded, monitored, managed, and analyzed to strategically meet the contact center’s operational and information management needs.