Case Study: Leading Call Center Optimization Company achieves real-time reporting and workforce performance gains with Altoros

Call Recording, Analytics, and Workforce Optimization Solution

Voice Print International, a leading call recording and workforce optimization provider, needed help improving the analytics, reporting, and education features in its call center optimization suite. The challenge was handling very large volumes of interaction data while keeping dashboards fast and supporting rich client functionality in IE7. Altoros was brought in to help with the call recording, analytics, and workforce optimization solution.

Altoros built a reporting-focused architecture with a separate synchronized reporting database, plus analytics and education components to speed up dashboards and reports without slowing the main transactional system. Altoros also used MS AJAX, jQuery, caching, and fewer database calls to improve IE7 performance. As a result, VPI could deliver a more complete platform to over 1,200 customers in 50 countries, with faster reporting and stronger workforce optimization capabilities.