Case Study: Monarch Recovery Management achieves total call center visibility, compliance and reliable uptime with Evolve IP

Monarch Recovery Removes the Blinders to Transform Call Center Operations

Monarch Recovery, a Philadelphia-based accounts receivable management firm handling more than 15,000 calls daily across two locations, struggled with legacy, premise-based call-center technology that provided no call recording, limited reporting and little operational visibility. Operating in a highly regulated space, Monarch needed 100% call recording for compliance and greater transparency after a prior outage cost them a day-and-a-half of service and significant revenue.

Monarch implemented Evolve IP’s cloud call center (The Compliance Cloud™) and Cloud Connect bonding service, gaining call recording, robust reporting, a centralized dashboard/OSSmosis portal and multi-link network bonding for continuous uptime. The results: full visibility and compliance mitigation, streamlined staffing across sites, measurable improvements in agent performance and customer service, and far greater network resiliency—reducing WAN costs, increasing available bandwidth (up to 400%) and preventing revenue‑impacting outages.

Monarch Recovery Management

Brian Holmes

Director of IT