David’s Bridal is a North American bridal and special occasion retailer with stores in the US, Canada and Puerto Rico.

?With ambitious expansion plans, it became clear that a call recording system was needed to ensure the message remains clear. After a tendering process, David’s Bridal engaged Magnetic North to deliver Optimise, its next generation contact recording solution. Optimise is being deployed to record both T1 Primary Rate links and also next gen SIP IP Trunks to the branch network. Using CTI to integrate to the Avaya Contact Center on site, Optimise also delivers advanced call tagging and indexing that facilitates easy retrieval by agent, DNIS, team department or customer ANI.
??Optimise is a highly advanced solution which has an effective component for coaching staff and monitoring quality, conducting customer surveys and an easy-to-use scoring chart for call grading and evaluation. Analytics also help to identify top performers and those needing training.

Linda James, Telecom Manager for David’s Bridal said "We went out to market and from a formal tender process, we realized that Magnetic North had the best and most flexible solution for our needs. Their web based approach has lowered our cost of ownership and reduces the burden on our IT support group. Our business users felt that Optimise had the most intuitive interface, a short learning curve and was the best fit to deliver an amazing customer experience for our callers. The addition of Optimise to our technology suite will help us drive up first call closure and customer satisfaction.Optimise not only has the features we need today, but has some of the advanced features we’ll be looking for tomorrow".