Case Study: PowerSouth Energy Cooperative achieves reliable, unified phone and IP radio recording for compliance and improved service with VPI CAPTURE

PowerSouth Energy Cooperative - Customer Case Study

PowerSouth Energy Cooperative, a generation and transmission cooperative headquartered in Andalusia, Alabama, needed reliable, unified and auditable recording of telephone and IP radio communications to meet strict regulatory Operating Review Audits, protect against liability, and ensure field-safety and customer-service protocols were followed. Prior to the project, PowerSouth’s Customer Response Center and Control Center used disparate, basic recording systems with no redundancy and no radio capture, making it difficult for managers to find recordings or prove compliance — a challenge they brought to VPI.

VPI implemented its VPI CAPTURE solution, integrating Avaya telephone recording and Avtec Scout IP Radio capture (via Avtec VIPGate) into a single, web-accessible portal that stores all audio as standard .wav files. The deployment delivered 100% redundant 50-channel recording capacity for both Avtec IP Radio and the Avaya 8800 CM 5.2 system, gave managers direct web-based access to search and playback, and produced measurable improvements in recording reliability, auditability, liability protection, manager productivity and customer-issue resolution — outcomes PowerSouth credits with improving service quality and protecting their business.

PowerSouth Energy Cooperative

Chad Jenkins

Principal Engineer of Telecommunications Services