ISI Telemanagement Solutions, is a leading provider of Unified Communications management solutions that solve the business needs of companies seeking to measure, analyze and optimize usage, content, expenses and people. In 2012 ISI became Verba’s exclusive North America distributor of the Verba compliance recording and quality assurance solution. The products of the two companies complement each other perfectly. ISI’s call accounting, reporting, alarm and traffic analysis solution matched with Verba’s call recording, archiving and playback functionality provide tremendous customer benefits when used together.
Let’s take a look at the deployment for First Corporate Sedans (FCS), which demonstrates this partnership well….
First Corporate Sedans (FCS) was established in 1985 in New York. FCS provides a limousine service across New Jersey, Connecticut and New York. The company has a collective ‘fleet’ of drivers consisting of independent contractors who own, maintain and insure their own vehicles.
When customers contact FCS to book a driver, the company needs to respond effectively and efficiently to their inquiries, which can include making or adjusting reservations, coordinate the scheduling of drivers, among other inquiries. It was essential for FCS to have an effective and affordable internal communications platform.
What was the solution?
After thoroughly researching the current communications platforms on the market, FCS opted to implement Microsoft Lync 2013 (now Skype for Business). This communications platform could be virtualized on the FCS Hyper-V environment. An essential requirement of the Lync implementation was call recording for numerous functions: recording all dispatchers and real-time monitoring of agents to ensure quality service, documenting all customer orders in case of a dispute. The previous call recording system was not compatible with the new Lync platform, and this was an essential requirement.
Verba worked with ISI Telemanagement Solutions to provide an appropriate call recording solution, a Lync certified application, which could handle FSC’s specific requirements.
Throughout the testing period, the Verba call recording solution handled the different call recording scenarios flawlessly. FCS was very impressed and deployed the solution. It certainly exceeded their expectations. Tom S, Chief Technology Officer at FCS was extremely pleased: ”…a very reliable system exceeding our 99.999% uptime requirement.”
FCS uses the Verba Recording System on a frequent basis and the solution has greatly improved the business processes within the organization.