Case Study: Frontier Airlines improves agent training and boosts profitability with VPI

Frontier Airlines Improves Agent Training and Profitability with VPI

Frontier Airlines, the Denver-based carrier and the second largest jet service operator at Denver International Airport, needed a highly reliable, easy-to-maintain and flexible recording solution to manage growth and meet regulatory and quality-assurance requirements. To address this challenge, Frontier installed a VPI PC phone recorder / advanced call recording system to capture voice and data communications across its operations.

VPI delivered an open-architecture, fault-resilient digital recording solution that integrates with other PC-based applications, is scalable to thousands of channels with virtually unlimited hours of storage and instant recall, and uses industrial-grade, redundant hardware for high availability. As a result, Frontier has improved agent training, strengthened customer-dispute protection and increased overall profitability; VPI is also expanding deployment into Frontier’s Las Cruces contact center, which employs over 200 agents.

Frontier Airlines

Dave Mead

Telecommunications Manager