Case Study: Black Hills Energy achieves improved efficiency, compliance, and liability protection with VPI EMPOWER call recording system

Black Hills Energy Improves Efficiency and Productivity with VPI Call Recording System

Black Hills Energy, a diversified utility serving hundreds of thousands of customers, faced a critical need to monitor telephone and radio communications to protect against liability, ensure worker safety, and improve training. Prior tooling made radio capture fragmented and relied heavily on IT to find, assemble and export dozens of audio snippets, creating slow, error-prone processes that hindered quality assurance and timely incident review — so Black Hills selected VPI and its call recording solutions to address these challenges.

VPI implemented its EMPOWER/CAPTURE interaction recording suite to capture Cisco IP calls and Avtec radio communications with redundant storage, advanced metadata tagging and chained-playback for seamless incident reconstruction. The result was faster access to recordings, reduced dependence on IT (operators and supervisors can self-serve), stronger legal evidence through redundant backups, and measurable operational benefits cited by Black Hills: improved productivity, procedural compliance, employee morale and lower costs; Black Hills has since upgraded and plans wider deployment of VPI across the organization.

Black Hills Energy

Brandon Olsen

Technical Project Manager