Case Study: Texas Power achieves compliance and cost savings with VPI

Texas Power Uses VPI Call Recording and Quality Monitoring Software to Save Money, Maintain Compliance

Texas Power, a Texas-based, Texas-owned energy company with nearly 100 contact center agents, faced a compliance and risk-management problem when its client-side USB call recording system intermittently lost calls and failed to capture required interactions for Public Utility Commission of Texas regulations. To ensure 100% recording, reliable evidence for dispute resolution, and better oversight, Texas Power evaluated VPI’s call recording and quality monitoring software as a replacement.

VPI, working through reseller Lantana Communications, deployed a server-side Avaya‑compatible solution that provides 100% voice recording, screen capture, a Web portal for searching and administration, and a web-based quality evaluation module. The VPI implementation eliminated missing recordings, increased visibility and data access, made compliance easy to demonstrate, improved agent coaching and customer experience, and helped Texas Power avoid improper payouts and resolve disputes more efficiently.

Texas Power

David Sadley

Telecom Director