Case Study: Sound Communications achieves contact center efficiency and regulatory compliance with Verint Systems

Sound Communications Forging Excellence in Commercial and Public Safety Contact Center and Workforce Management

Sound Communications, founded in 1983, is a systems integrator that designs and installs call, video and data recording and surveillance solutions for commercial and public safety organizations. A long-standing customer — a major American electric power and natural gas holding company — needed more than a simple radio-recording system: it required an enterprise-wide recording and monitoring capability that would support every department, optimize contact center operations, and meet strict legal and compliance requirements for its financial trading floor.

Working with Verint, Sound Communications implemented the Verint platform and a custom recording solution that captures, archives, retrieves and monitors interactions across the organization, and added quality management, speech analytics and workforce management. Combined with 24/7 localized support and professional services, the deployment now supports every department, increases contact center efficiency and workforce optimization, and ensures regulatory compliance for trading operations.

Sound Communications

Darin Cooper

President and Chief Technology Officer