IRMC News > IRMC Selects Cacti Contact Center Performance Suite

IRMC Invests in "Zero-Defect" Compliance Technology 11/27/2006, IRMC, a provider of global call center services, says their new VoIP-based application suite is another step in their pledge to reach "Zero-Defect Compliance" at every level of customer compliance. This includes recording, monitoring and analyzing customer interactions within its worldwide Centers.

The solution will provide supervisors and IRMC clients immediate access to customer interactions, management reports and analysis.

Cacti, in conjunction with Parallax Technologies, will deploy the Cacti Contact Center Performance Suite, including the FocusRecord VoIP, Executive Connect, ObserveCTI WebPortal and WordScan Speech Analytics applications, at IRMC's 19 Centers throughout North America, Europe and Asia.

"With Cacti, we offer our clients the most advanced call monitoring and call recording capabilities in the industry," said Vikas Kapoor, Chief Executive Officer at IRMC.

"We literally handle hundreds of millions of calls a year for clients who trust us with their reputation," said Barry Grant, Chief Technology Officer for IRMC. "Once Cacti is fully deployed, we will record and monitor 100% of those calls, using the software's... 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."  The Cacti Contact Center Performance Suite integrates within the Cisco Unified Contact Center and Cisco Unified Outbound Dialer environment. Cacti will ensure the highest level of service is monitored, achieved and maintained to improve overall customer satisfaction, training, and performance resulting in increased bottom line profitability.

For more information cactisales@cacti-inc.com