Case Study: Arvato Services achieves 65% productivity boost and secure off-site call recording with VPI

Arvato Services - Customer Case Study

Arvato Services, a global outsourcing subsidiary of arvato AG, needed to record every call across its contact centers (more than 200 extensions and roughly 800 agents) and retain recordings for three to seven years while avoiding on-site storage hardware and minimizing IT overhead. To meet strict client requirements for secure off-site retention and to reduce long-distance and equipment costs, Arvato sought an integrated recording and retention solution compatible with its Avaya VoIP platform; VPI was selected to deliver that capability.

VPI deployed its call recording and quality management solution integrated with Arvato’s Avaya VoIP system and partnered with Remote Data Storage for encrypted off-site retention, completing the rollout in four days. The VPI solution provided 100% voice and data capture, faster troubleshooting, fraud-pattern detection, and measurable gains: call quality improved by 20%, productivity rose by 65%, the number of monitored calls for a large client nearly quadrupled, and long-distance/equipment costs were reduced. VPI’s implementation enabled Arvato to meet client compliance needs without heavy capital investment.

Arvato Services

Matthew Chow

IT Infrastructure Manager