Case Study: Diamond.com achieves verbal receipts and secure transaction records with VPI call center recording

Diamond.com - Customer Case Study

Diamond.com, an online retailer of diamonds and jewelry, needed a way to give customers tangible proof of purchase beyond reference numbers and delivery confirmation. After evaluating recording options, Diamond.com selected VPI’s call center recording solution (including VPI Audio Servers and the Verbal Receipts capability) to provide a digital, auditable record of agent–customer purchase interactions and payment details.

VPI implemented an open, software‑based recording system that integrates with Diamond.com’s contact center, email and web services to passively or selectively capture transactions and document credit‑card usage. The VPI solution enabled Diamond.com to deliver “verbal receipts,” strengthen dispute resolution and customer trust, increase flexibility through seamless integration, and protect its technology investment with a scalable architecture.

Diamond.com

David Pike

Director of Operations