You know when you call your bank and the computer voice says “this call may be recorded for quality and training purposes”?
VereQuest is the company that listens to those calls and grades the customer support agents. They’ve reviewed over half a million customer interactions for major organizations in North America.
The challenge
The in-house, web-based application at the heart of VereQuest’s business had been managed by several different programmers over nearly a decade and was now ready for a rigorous and substantial upgrade.
Additionally, new clients were driving new requirements for the software in the areas of customization and reporting that had to be met at the same time as the rebuild effort was taking place.
How we tackled it
