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David’s Bridal Case Study

West Cloud Call Recording improves agent performance and helps to maintain customer service levels.

Magnetic North now West


With more than sixty years of experience dressing women of all ages for life’s special occasions, David’s Bridal understands the importance of providing brides-to-be with a vast selection of exquisitely crafted bridal gowns and bridal party dresses.

Known for outstanding value, fashionable designs and the ease of onestop shopping, nearly 60% of all brides in the US choose to shop at one of more than 300 David’s Bridal stores located across the US, Canada and Puerto Rico. Working with a knowledgeable bridal consultant, a customer can enjoy trying on a wide selection of gowns and dresses in her size with the added convenience that most are available to take home the same day.


Excellent customer service is key to the success of David’s Bridal, so ensuring that the service experience provided is consistently outstanding by all of their agents is a critical concern. The decision was made to deploy a call recording solution to help manage agent quality and service for the large amount of inbound calls each year – recording every call and scoring a representative sample for each agent.

The company also has ambitious expansion plans, making a call recording system even more imperative to ensure that the mission is constantly being achieved. David’s Bridal approached West to provide a call recording solution that would seamlessly and completely integrate with their Avaya Communications Manager system.


West Cloud Call Recording is a highly advanced solution with an effective component for coaching staff staff, monitoring quality, and conducting customer surveys. Cloud Call Recording empowers objective quality management and at the same time actively engages agents to improve training.

In addition to automatically highlighting weaknesses, the solution helps improve day-to-day performance and can cut initial training periods. It includes an easy-to-use scoring chart for call grading and evaluation, while analytics help to identify top performers and those needing training. It also integrates seamlessly with Avaya Communications Manager.


The West team spent a week on-site at the David’s Bridal corporate office just outside of Philadelphia, ensuring that the installation of Cloud Call Recording was successful right from the start. This is part of West’s Success Management program which involves a dedicated team of experts bridging the gap between sales and technicians to help clients to get the best return on their investment and to add real value to their business.

The Success Management program is an industry first and is comprised of four phases to ensure success: acquisition, activation, intensive care, and business as usual. Cloud Call Recording is now fully operational at David’s Bridal but the support doesn’t stop there. West continues to support the company by providing weekly and monthly success management reporting.


“We chose to partner with West because not only does their call recording offer many features we require to manage the customer experience today, it has already developed unique and advanced features which will meet our future requirements. In addition, West brought to the table an advanced level of support to ensure that we get the best return on our investment and achieve success,” stated Linda James, Telecoms Manager at David’s Bridal.

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