Centralized Order Verification Recording:
Wygant Encore at a Networked Multi-site Call Center

LiveBridge implemented Encore to provide centralized verification for a nationwide network of inbound and outbound call centers..

Background
As one of the largest inbound/outbound telemarketing service bureaus in the United States, LiveBridge Inc., focuses on customer service and accuracy. LiveBridge has over a thousand agent seats in communities throughout the US and Canada and wanted to digitally archive all data recordings to one centralized location.

Problem
According to Brad Campbell, Director of Information Services for LiveBridge,"Our most important factors in selecting a recording system were reliability and ease of administration. Wygant Encore has been excellent in both respects. Once these demands were met, maximizing reviewer productivity was our next focus." To achieve this, Livebridge wanted to review every order before processing.

Solution
Wygant Encore™, first installed in June 1996 and now standard for each new center as the company grows, provides the voice and data recording, archiving, and verification solutions that LiveBridge needed. After reviewing all records, LiveBridge archives them to a centralized library in high-quality digital format, which can be magneto-optical disc, CD-ROM, or DAT.

Benefits
The records can then be instantaneously and easily accessed from a representative's own desk (via dial-in), from the administrator's terminal, or from anywhere on the system via Wide Area Network (WAN) connectivity.

"Since we've started, we have seen increases of up to 400% in reviewer productivity over manual methods. With Wygant Encore we can now offer our clients the ability to dial in and listen to their recordings over the phone," says Campbell. "With this feature, they can listen to their recordings immediately without waiting for tapes to be sent overnight. They can also listen to a particular recording without searching through an entire tape."

Wygant Encore can also create a CD-ROM with an integrated browser attached so that customers can receive calls for review and play them back on any Windows PC... They just insert the CD, select a file with the browser, and play it through the PC's sound card.

Data is digitally recorded and archived to a single comprehensive database via a Wide Area Network with a choice of archiving media. Wygant Encore allows retrieval of records through a SQL-based database browser. This allows custom sorting and filtering options on user-defined fields and instantaneous retrieval of individual records. In another powerful feature, Wygant Encore can create a selective archive database on CD-ROM or DVD for a specific customer. This archive also contains playback software that gives customers full, private access to their own records for reviewing and archiving.

Wygant Encore has proven the right choice for LiveBridge because of their need for powerful centralized reviewing, archiving and monitoring solutions. With WAN capability, individualized archiving options, PBX independence, simple graphical user interface, and a host of features that create a value-packed system, Wygant Encore is the right choice for a large call center environment.

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