IRMC Invests in State-of-the-Art Compliance Technology

New York, United States , 2006-11-18

IRMC, a premier provider of global call center services, has 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 analyze customer interactions within its Centers of Excellence worldwide. The solution will provide supervisors and IRMC clients immediate 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.

"IRMC has led the way by investing in one of the first and largest all digital, Voice-over-Internet Protocol deployments in the call center marketplace. With Cacti, we're building on that technology platform to offer our clients the most advanced call monitoring and call recording capabilities in the industry," said Vikas Kapoor, Chief Executive Officer at IRMC. "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."

"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 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."

Parallax Technologies Corporation was selected for their experience with Cacti's application suite, service record and knowledge of contact center workforce optimization technologies. The FocusRecord solution was selected for its open architecture, functionality and seamless integration within the Cisco(R) Unified Contact Center and Cisco Unified Outbound Dialer environment. FocusRecord 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.

About IRMC

IRMC is a premier provider of global call center services specializing in collections, accounts receivable management, and customer retention services through its global call center network of nearly 6,000 employees. With an experienced management team and top-tier investors, IRMC is a fast-growing company with expansion plans in North America, Europe and Asia. The IRMC family of companies is united in a corporate vision and mission, while maintaining unique company names, including: Allied Interstate and First Contact in the United States; CBCL in Canada; Legal & Trade Collections, Legal & Trade Financial Services, Reachflow and Revenues Management Services in the United Kingdom; IntelliRisk Philippines, Inc. in the Philippines; and IntelliRisk Management India Pvt. Ltd. in India.
Contact

CONTACT: IRMC Kristen Bosco 646-375-6154 [email protected] , ,