Case Study: Bargain Networks achieves full customer-experience recreation and fast, reliable call recording with VPI

VPI enables Bargain Network Agents to Recreate the Total Customer Experience

Bargain Networks, one of the country’s largest call centers and a premier merchandise search engine, needed a reliable way to monitor, record and store all agent–customer communications for liability and quality assurance across a volume of about 12,000 calls per day. To meet that challenge they selected VPI and implemented VPI’s call center recording solution to replace their legacy cassette-based system.

VPI deployed a real-time digital call and data recording system with DVD‑RAM archiving and fault-tolerant hardware (dual hot‑swappable drives, power supplies and fans), enabling supervisors to recreate the total customer experience across phone, fax, email and web. The VPI solution delivered fast, pinpoint data retrieval (access to calls within seconds), greater reliability, reduced admin overhead so agents could focus on customers, and durable, low‑cost storage (DVD‑RAM rewritable 100,000+ times with ~30‑year shelf life).

Bargain Networks

Justin Morganthaler

Senior Systems Supervisor