Case Study: Bank of America achieves 40% higher agent uptime and lightning-fast call retrieval with VPI CAPTURE (VPI)

Bank of America Group Finds Telephone Logging Nirvana

Bank of America’s Liberty Funds Group faced an urgent need to replace an aging, proprietary DAT-based call recording system that was unreliable, hard to search, and ill-suited for SEC record-keeping and growing call volume. To improve customer service, simplify compliance reporting, enable online archival and quick retrieval, and integrate with existing ACD/PBX systems, the group evaluated alternatives and selected VPI’s VPI CAPTURE recording solution.

VPI implemented VPI CAPTURE, an open-architecture, SQL-backed recording system with NAS/RAID5 storage, dual-drive reliability, GSM .wav recordings, and the ability to scale to 192 simultaneous channels and thousands of daily calls. The VPI deployment delivered faster search and e-mail retrieval, simplified SEC compliance, increased agent uptime by 40%, supported up to 15,000 calls per day per office, and achieved a payback in about six months.

Bank of America

Darryl Corrigan

Assistant Vice President of Information Technology