IRMC, provider of global call center services, announced that it will deploy a VoIP-based application suite to fulfill its pledge to reach zero-defect compliance at every level of customer compliance. This includes the ability to record, monitor, and analyzes customer interactions within its centers of excellence worldwide. The solution will provide supervisors and IRMC clients access to mission critical customer interactions, management reports, and analysis.
Parallax Technologies Corporation, in conjunction with Cacti Inc., will deploy the Cacti Contact Center Performance Suite; including the FocusRecord VoIP, Executive Connect, ObserveCTI WebPortal and WordScan applications, at IRMC’s 19 centers of excellence throughout North America, Europe and Asia.
Vikas Kapoor, chief executive officer at IRMC, said, "IRMC has led the way by investing in one of the first and largest all digital, voice-over-internet-protocol (VoIP) deployments in the call center marketplace. With Cacti, we are building on that technology platform to offer our clients the most advanced call monitoring and call recording capabilities in the industry. Zero-Defect Compliance is a critical component of the IRMC Pledge and today’s announcement is just one step we are taking as part of a comprehensive program to deliver on that promise."
Barry Grant, chief technology officer for IRMC, stated, "We literally handle hundreds of millions of calls a year for clients who trust us with their reputation. Once Cacti is fully deployed, we will record and monitor 100% of those calls, using the software’s groundbreaking artificial intelligence and speech recognition capabilities to pinpoint and isolate calls that do not meet our high compliance standards. We evaluated a number of solutions that would support our vision of an application suite to capture customer interactions for performance management and quality assurance. Cacti's contact center technology easily stood out as the best fit to capture, record, and analyze our high volume of voice traffic in a secure and efficient platform."
IRMC
