Case Study: Yellow Cab Cooperative achieves superior customer service with Enghouse Interactive Call Recording

Superior Customer Service with Call Recording

Yellow Cab Cooperative, the largest taxi company in San Francisco handling about 200,000 orders per month and averaging a 6.5‑minute response time, needed a reliable way to record, archive and retrieve calls after moving from analogue to IP telephony. To meet that need they selected Enghouse Interactive’s Call Recording and Quality Management Suite to replace legacy recording software that could not capture IP calls.

Enghouse Interactive’s Call Recording (formerly CallRex) and Quality Management client were deployed to provide compact recordings (97.5 KB per minute / ~171 hours per GB), flexible search by time, caller ID, DNIS, agent and more, WAV export and real‑time monitoring. The solution supports Yellow Cab’s contact center that handles roughly 300,000 calls per month, streamlines dispute resolution and agent coaching, and has even aided police investigations (locating missing dementia patients and identifying a burglar), improving service accuracy, safety and accountability.

Yellow Cab Cooperative

Tomas Smith

IT and Communications Manager