Case Study: Agora Marketing Solutions achieves 100% call recording, PCI compliance and improved productivity with KnoahSoft Harmony

Agora Marketing Solutions - Customer Case Study

Agora Marketing Solutions, a Florida-based direct marketing call center handling roughly 15,000 inbound calls per day, needed an affordable, tightly integrated recording and quality management solution pre-certified for Cisco Unified Contact Center Enterprise (UCCE) that could scale to 600 agents (400 on-site, 200 remote), capture 100% of all call segments for revenue verification, and meet PCI/privacy requirements. Agora selected KnoahSoft’s Harmony Contact Center Edition to address these requirements.

KnoahSoft implemented Harmony integrated with Cisco UCCE — a 100% web-based recording and QM platform requiring no desktop installs for remote agents, with a CTI-OS “bookmark” mute for PCI-sensitive segments and built-in reporting and evaluation templates. The deployment enabled Agora to achieve 100% recording and compliance across 600 agents, improved manageability and productivity, lowered costs, and delivered better customer service while providing scalable, cradle-to-grave reporting for agent performance.

Agora Marketing Solutions

Thomas Ripley

President