Case Study: City of San Diego achieves state-of-the-art call centers and improved service levels with VPI's digital call recording solution

VPI Communications Recording Eystems Enable State-of-the-Art Call Centers for the City of San Diego

The City of San Diego faced rapidly escalating workloads in its water department (34 reps, 6 supervisors handling roughly 1,500 calls daily and up to 2,900 on peak days) and its treasurer’s office collection department (27 agents, 5 supervisors). To support these growing call centers, San Diego Data Processing implemented a state-of-the-art solution that included VPI’s digital call recording, logging and monitoring technology—specifically VPI’s Digital Voice Logger.

VPI integrated its Digital Voice Logger with the city’s PBX/Aspect ACD and CTI servers to capture call audio and metadata (ANI, DNIS, agent ID, account numbers), selectively start/stop recordings, and archive files to ultra-fast DVD‑RAM storage with access to any call in about ten seconds. The VPI solution enabled instant call retrieval for investigations, provided recordings for training, and helped both departments improve service levels and handle steadily increasing call volumes more efficiently.

City of San Diego