Case Study: Webb Interactive Marketing achieves 100% reliable call recording and rapid retrieval with VPI

Webb Interactive Marketing Improves Training, Service and Sales with VPI and Inter-Tel

Webb Interactive Marketing (WIMCO), a large outbound contact center, needed a reliable, scalable recording solution to capture 100% of calls (up to 10,000 per day) for liability, quality assurance and training. Their legacy recorder was slow, unreliable and made searches take minutes to quarters of an hour, so WIMCO engaged VPI to provide a modern digital voice recording system that would integrate with their telephony and dialing platforms.

VPI deployed a complete solution—including the VPI MAXI digital voice logger integrated with the Inter-Tel Axxess phone system and predictive dialer—using an InterBase SQL backend and ActiveX API for custom integration. The VPI system increased capacity to 55 full-time channels (recording ~10,000 calls/day), enabled searches and WAV attachments to be found and emailed in under a minute, and delivered faster retrieval, lower maintenance, improved training and measurable increases in customer service and sales.

Webb Interactive Marketing

Jason Asp

Information Technology Manager