The evolved perception of the contact center from customer barrier to gateway into the enterprise means that quality assurance within a phone interaction has become a priority. To that end, companies need to glean actionable data from their customers' calls. Urban Outfitters, a Trenton, SC-based clothing retailer, installed CallFinity's call recording, reporting, and quality evaluation systems across its customer contact centers last August. Like all quality monitoring systems, CallFinity's had to undergo a vast customization process prior to deployment at Urban Outfitters. In December, Urban Outfitters added an interactive voice response system to handle those calls. It gives customers calling for a card balance the option of going either to an agent or straight to automation. Ultimately, Urban Outfitters expected to realize a return on its investment in CallFinity's quality monitoring application in 10 months; adding the call dispositioning feature reduced that by about 90 days.