Case Study: Straumann achieves optimized contact center performance and real-time Cisco UCCX reporting with VPI

Straumann - Customer Case Study

Straumann, a global leader in implant and restorative dentistry, migrated its contact center to Cisco Unified Contact Center Express and needed an integrated interaction recording, quality monitoring, and flexible real‑time/historical reporting solution to manage call volumes and improve service quality. After evaluating options, Straumann selected VPI—deploying VPI CAPTURE™ and VPI PERFORMANCE™ as part of the VPI EMPOWER suite—to provide IP call and screen recording, intuitive drill‑down reporting, and customizable metrics that fit their unique departmental grouping needs.

VPI implemented a unified solution that consolidated telephony, performance and business metrics, delivered real‑time agent and supervisor desktop tickers, and automated quality‑assurance workflows (including rule‑based selection and scheduling of evaluations). As a result, VPI enabled Straumann to off‑load reporting from the UCCX server, eliminate manual searching for recordings, gain faster, actionable insights across teams and sites, and improve agent accountability, supervisor responsiveness, and overall service quality.

Straumann

Carlo Wise

IT Specialist