Case Studies
Case Studies
UWM
Challenge:
This 8,000 agent wholesale mortgage lender sought to improve agent performance with real-time
stereo recording and conversational analytics.
Solution:
The company purchased Oreka TR (Total Recording), Oreka AC (Audio Capture) as well as CallMiner Coach, Analyze and Visualize.
Result:
The company is more proactive versus reactive in its training, compliance and client experience.
They can now record customers and agents separately.
RADIAL
Challenge:
This 4,000 person BPO sought faster analytics but without paying costly data extraction fees. On behalf of their clients, they wanted to be able to bring meaningful interaction insights to light faster.
Solution:
The company purchased Oreka TR (Total Recording), Oreka SC (screen capture) and CallMiner Analyze, Coach and Visualize. They chose OrecX/CallMiner because of their versatility in supporting both premise and hosted platforms.
Result:
5% increase in collective CX stat encompassing CSAT, customer effort, loyalty and FCR
4% improvement in customer effort
480 hours of labor saved
LEADING CONVERSATIONAL AI VENDOR
Challenge:
This large conversational AI vendor needed a way to arm its customers with the highest quality audio transcription and analysis results. They required a dual channel, high fidelity recording solution that would isolate the agent and caller’s lines during recording to mitigate overtalk and enable more accurate and precise transcription and analysis.
Solution:
They chose Oreka AC (Audio Capture) because, “OrecX’s high fidelity audio capture engine enables us to provide our customers with the most precise and accurate transcription and analysis capabilities to power their customer service and operational improvements.”
Result:
74% improvement in accuracy of analytics results.
TOP 5 SPEECH ANALYTICS VENDOR
Challenge:
This leading speech analytics vendor sought a dual-channel, stereo recording solution which offered high-fidelity audio and real-time audio streaming. This would empower its customers with immediate, precise and highly accurate analytics results to improve their upselling/cross-selling, mitigate customer defection, verify orders and identify workflow issues.
Solution:
The vendor chose Oreka AC (Audio Capture) because of its non-proprietary data format, support for upper-end audio sampling rates for best transcription (OPUS, G.711), and the ability for the customer to control when/how they send their audio and meta data to the vendor’s analytics solution.
Result:
57% improvement in accuracy of analytics results and 13% improvement in speed of analytics results.
ALTUS CONSULTING
Challenge:
This Costa-Rican based Cisco integrator needed a recording engine that enabled them to use their own user interface. Their current recorder’s UI was not up to the task.
Solution:
They chose OrecX because “It supported open standards and was not proprietary, it integrated with our UI through API, and it was able to scale to hundreds or thousands of agents.”
Result:
“The OrecX platform has been very stable, which is critical because many of our customers record for compliance.”
24-7 INTOUCH
Challenge:
This Canadian-based, work-at-home call center outsourcer needed to monitor agent performance
for its tech support and CCaaS lines of business.
Solution:
They chose OrecX because, “It performs better than the other recording solutions we use.”
Result:
“I’ve dealt with a lot of vendors who didn’t like me going under the hood, so to speak. Your support team respected our needs and were very accommodating in terms of our need to customize the solution.”
STAR TRANSPORTATION
Challenge:
Star Transportation, a full line transportation company operating out of Minnesota, offering taxis, sedans, limos and airport shuttles, needed call recording to improve service, train staff and settle disputes.
Solution:
They chose OrecX because it offered high quality phone recording at an affordable price.
Result:
”It has saved us from many issues with passengers when we can go back and play the call for them, and it allows us to train our dispatchers and customer service representatives to avoid issues in the first
place.”
INTER CARIBBEAN NETWORKING SOLUTIONS
Challenge:
Inter Caribbean Networking Solutions sought an affordable, open, full-featured and easy to use call recording solution to meet the needs of its customers who could not afford the high costs of the call recording modules offered through their PBX vendors, including Mitel, Cisco and Avaya.
Solution:
They chose OrecX because it had the right mix of out-of-the-box simplicity, price and a good overall strategy.
Result:
Able to provide an affordable solution to customers during COVID and beyond.
GLOBAL TECHNOLOGY PROVIDER
Challenge:
This globally dispersed technology industry leader needed to adapt to COVID by transitioning from a call center centric customer service environment to an at-home agent one.
Solution:
OrecX was chosen for its modern, open and modular architecture as well as its affordability, product support, scalability and high-fidelity audio capture. The company deployed our full call center solutions suite, while also utilizing our REST API for 3rd party speech analytics.
Result:
81% reduction in costs versus previous vendor, 94% increase in quality-reviewed calls, and 1 day to mere seconds improvement in speed of post call analytics and QA results.
PROSPER INDEPENDENT SCHOOL DISTRICT
Challenge:
Prosper ISD needed a way to record conversations between its personnel and outside sources to resolve any potential disagreements over what was/was not said during a call.
Solution:
The school district selected Oreka TR (Total Recording) to record its 118 administrators and police personnel.
Result:
“If we had a disagreement with an outside source, for instance a parent, we had the recording to show exactly what was spoken during the conversation to clear any misunderstandings.”
WELCH DENTAL GROUP
Challenge:
Welch needed a call recording system that worked with their new phone system, Comcast Business VoiceEdge, to review calls for customer service, quality control and dispute resolution.
Solution:
The dental group selected Oreka TR (Total Recording) to record its 16 administrative team members.
Result:
“We switched our phone system to Comcast Business VoiceEdge, and OrecX was the only recorder that worked with Comcast. Now that we’ve had it for 3+ years, we love OrecX! It never takes a break.”
INTERMEDI@ MARKETING SOLUTIONS
Challenge:
InterMedi@ wanted to provide the highest level of customer service as it considered itself a natural extension of its clients’ brands.
Solution:
The company sought the help of OrecX and QueueMetrics for an integrated Asterisk-based call center solution to boost its call recording and agent performance monitoring capabilities.
Result:
“Both companies have worked really closely with us to customize the solutions to meet our specific needs. QueueMetrics is a very powerful, flexible ACD reporting package, and having it integrated seamlessly with OrecX has just been perfect for us.”
RE-INVENT TELECOM
Challenge:
Saddleback subsidiary Re-invent Telecom was looking for an affordable, easy-to-use call-recording solution to replace their current one, which did not meet their reliability and quality standards.
Solution:
Re-invent found OrecX, which offered them the quality and reliability they were looking for, along with a “phenomenal” feature set, all at an affordable price.
Result:
OrecX has given Re-invent Telecom a competitive differentiator in the hosted VoIP market, expanding their service portfolio and helping to increase their average revenue per user (ARPU).
AKABIS
Challenge:
Akabis had a customer who was looking for call recording, and wanted a solution that was cost effective enough for them to productize beyond their initial customer installation.
Solution:
Akabis found OrecX and saw it as both very affordable and carrier grade. The company offered it to the specific customer who needed it, and it worked well for them.
Result:
Following the successful initial customer installation, and because OrecX is both affordable and carrier grade, Akabis now offers call recording to its resellers for them to white label as their own.
NEXTIVA
Challenge:
Nextiva saw an opportunity to expand its cloud services portfolio by adding cost-effective call recording software.
Solution:
Using Oreka TR to offer their small business clients cloud-based call recording capabilities to provide them with customer service, compliance and risk management capabilities.
Result:
The addition of OrecX makes Nextiva’s solution portfolio “more compelling and comprehensive” and will allow them to “further grow our client base significantly.”
BRUCK LAW OFFICES
Challenge:
In order to prevent and settle disputes, Bruck Law Offices, a debt collection law firm, needed a better way to capture call interactions than its current system of hand- or type-written notes.
Solution:
The law firm installed Oreka TR in just under an hour and started capturing every call its 20 collectors made.
Result:
With call recordings at their disposal, Bruck was able to easily dispel any misunderstandings or erroneous claims against its employees, saving the company from having to engage in unnecessary litigation. The recordings have also been used in training sessions, allowing collectors to improve and refine collection strategies.
IPCOM
Challenge:
IPCom wanted to reduce telecom costs for call centers while providing a flexible, open-source environment that keeps pace with changes in call center networks.
Solution:
Digium switchboards and OrecX open source recording applications were used to create a VoIP-based solution, creating a call center environment that is easy to maintain, flexible to change and most importantly lowers operating costs sufficiently.
Result:
IPCom Networks saved money, time and headaches.
REDWOOD LOGISTICS
Challenge:
Redwood Logistics required a VoIP call recording solution that worked with both the Cisco IPCC and Cisco Call Manager platforms to assist in general operations management and enhance operational metrics.
Solution:
Oreka TR was deployed on a single Windows Server with a MySQL database to record the VoIP traffic on the Cisco Call Manager and Cisco IPCC systems.
Result:
Redwood saved nearly $200,000 by deploying Oreka TR VoIP call recording software.