Case Study – Spirit Communications

By August 3, 2016 August 3rd, 2017 Avaya, Case Studies, Features, Solutions

Spirit HeadquartersSpirit Communications has been established for over 20 years and is owned by the 11 independent telephone companies and cooperatives in South Carolina. The organization provides voice, (local service, long distance, toll-free and Hosted IP) data, the internet and fiber optic solutions to commercial businesses, government agencies and other carriers in the area.

The Challenge

Spirit Communications had not previously provided a call recording solution for their customers or used internally and required one compatible with both the BroadSoft and Avaya telephone systems. ┬áThe call recording system would be used by Spirit’s customers as well as by Spirit’s own network operations center and customer care organizations.

The Solution

Representatives of Spirit met Verba at an industry event and discovered the versatility of the Verba Collaboration Recording solution. Roger Richardson, an engineer with Spirit felt ”The flexibility and the versatility of the Verba solution to integrate with the Avaya and BroadSoft platforms was a capability not many of the other solutions provided.” Spirit Communications selected Verba.

Roger worked with the Verba support team to deploy the recording solution on the Avaya system used primarily by South Carolina government agencies. He felt ”the team was very knowledgeable and easy to work with.”

The Collaboration Recording solution was added to the BroadSoft IP Centrex platform used internally by the Spirit operation team, the customer care organizations and also by Spirit’s external customers.

The deployment of the Verba solution at Spirit Communications on both the Avaya and BroadSoft platforms has been very successful and demonstrated the versatility and flexibility of the solution.