iQor Awards Contract for VoIP Contact Center Solutions to Parallax Technologies Corporation -
VoIP-Based Quality Assurance System for Contact Center Management Provides iQor with Industry-leading Call Monitoring and Recording
Clarkston, Michigan, November 10, 2006 - Parallax Technologies Corporation in conjunction with Cacti, Inc. today announced that iQor has selected the Cacti Contact Center Performance Suite, FocusRecord VoIP, Executive Connect, and ObserveCTI WebPortal. The application suite will be used to record, monitor, and analyze customer interactions within iQor Centers of Excellence worldwide. The insight will provide supervisors and iQor clients immediate access to mission critical customer interactions, management reports, and analysis.
iQor serves its growing business through 19 Centers of Excellence throughout North America, Europe and Asia. Its contact center agents provide customer management solutions such as collections, accounts receivables and customer retention services to iQor clients around the globe.
"iQor 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 iQor. “Zero-Defect Compliance is a critical component of the iQor 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 iQor. “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® Unified Contact Center and Cisco Unified Outbound Dialer environment. The addition of FocusRecord to the contact centers will only enhance an already exceptional standard of customer satisfaction and performance at iQor. 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 iQor
iQor 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, iQor is a fast-growing company with expansion plans in North America, Europe and Asia. The iQor 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.
About Parallax Technologies Corporation
Parallax Technologies is a Michigan based corporation specializing in Systems Integration and Contact Center workforce optimization solutions. Their Contact Center solutions enable organizations to extract insight from interactions and report on agent efficiency, effectiveness, and productivity to drive performance. Parallax Technologies Corporation is a privately held corporation founded in 1986. Information on Parallax Technologies can be found at www.parallaxtechnologies.com. For ongoing news, please go to
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