CONEXIS, a Word and Brown Company, has been a recognized leader in the benefits industry since 1986. The company is the benefits administrator for more than 20,000 clients nationwide. After upgrading its telephony and call center management systems to Avaya solutions, CONEXIS turned its attention to implementing full-time recording, quality monitoring and workforce management systems to further improve the performance of its call center in Irving , Texas . Approximately 100 agents, known as participant services representatives (PSRs), staff the CONEXIS call center. Each PSR handles more than 70 calls per day from employees of various companies inquiring about their benefits.