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For more information, contact: Kim Johnson (303) 639-8450 x4404 Return to newsroom BI Inc. Improves Call Response Time With Visual Electronics' Digital-Fax Automated Call Monitoring System DENVER, Jan. 4, 2000 - Visual Electronics, Ltd. (VEL), a Denver-based call center communications firm, today announced that Boulder-based BI Inc., a provider of community corrections technology including home-detention systems, has improved its call center efficiency by deploying its Digital-Fax automated call monitoring system. Since the installation of the Digital-Fax system at BI Inc., call center efficiency - measured by incoming calls answered within 60 seconds - improved by more than 6 percent. With its improvement, BI now consistently exceeds 90 percent call center efficiency. While monitoring more than 21,000 parolees under house arrest nationwide, BI Inc. stabilized its response time to incoming calls by supplying real time information to its call center specialists. "BI needed a call monitoring system to provide real-time information to its call center specialists to ensure they are a cohesive, coordinated unit," said Dennis M. Dougherty, founder, president, chief executive officer and global sales manager of Visual Electronics. "Digital-Fax is helping BI reduce its wait times and increase their overall efficiency. In the long run, that helps increase public safety." "Our specialists monitor system operations, field calls from probation officers and call parolees who go out of bounds," said Rick Lawson, BI's director of operations. "Digital-Fax helps us make sure no incoming call waits too long or hangs up while waiting to talk to a specialist." Components of the BI Inc. solution include the Statistica data analysis system, an advanced parolee information database, and two Digital-Fax tri-color monitors - complete with audio and visual enhancements - to gauge the number of calls holding and longest wait time. About BI Inc. Established in 1978, BI designs, manufacturers and supports products and services for the corrections industry that contribute to public safety and successful offender rehabilitation. BI pioneered electronic monitoring in the corrections industry in 1985. Today, the company monitors 70 percent of the nation's offenders on home detention by monitoring more than 21,000 offenders daily. In addition, BI offers a range of correctional and treatment services to more than 45,000 offenders in 86 locations throughout 13 states. These treatment services include enrollment services, face-to-face supervision, rehabilitation and treatment, court-ordered fine and fee collection from offenders as well as electronic monitoring. About Visual Electronics, Ltd. With its headquarters in Denver, Visual Electronics, Ltd. (VEL), developed the first visual communications system for the growing call center industry. Founded in 1978 by Dennis M. Dougherty, VEL has since become the industry leader in visual call center communications solutions. The company's flagship product, Digital-Fax, is a sophisticated automatic call distribution monitor (ACDM) with a light emitting diode (LED) display. Digital-Fax provides instantaneous access to mission-critical call center data to agents in many of the leading call centers across the United States. Also serving as a key employee communications tool, Digital-Fax displays important messages and real-time information that enables call center supervisors and teams to improve efficiency in the rate of calls in queue, average wait time, speed of answer, longest call in queue, and production figures. For further information on VEL, visit the company's web site at http://www.digital-fax.com or call (303) 639-8450. Return to newsroom |