Category: Call Center Reporting

Latest Version of VPI EMPOWER Contact Center Quality and Performance Optimization Suite Rated 'Avaya Compliant'

  • VPI Avaya Compliant Tested Call Recording and Performance Management SoftwareCall recording, contact center performance management reporting and analytics now compliant with key Avaya communications solutions
  • Helps enterprise, government and public safety emergency contact centers optimize quality, operational performance and customer experience, while providing capabilities for compliance and risk management

VPI (Voice Print International), a leading provider of contact center performance analytics and compliance recording solutions, today announced that its VPI Empower Suite is compliant with key communications solutions from Avaya, a global provider of...

Read More »
(0) Leave a Comment

What is Call Center Performance Management? [Infographic]

Contact centers are under immense pressure to drive better results while cutting operational costs. We’re often inundated with hundreds of siloed system and custom reports, and inaccurate spreadsheets that track everything imaginable but lack true and timely insights. Getting to a place where you can effectively make decisions and manage operations doesn't need to be elusive.

Call center performance management breaks down the barriers and technical hurdles of consolidating, analyzing and acting on your performance data from multiple systems by putting it in a single location. Call center...

Read More »
(0) Leave a Comment

Bell County 9-1-1 Shares Public Safety Recording and Quality Assurance Best Practices

Bell County 9-1-1 Communication Center’s mission is to provide consolidated and integrated communications for public safety entities within Bell County, Texas. The public safety recording system Bell County had in place was inefficient – communications personnel had to look for information in many different places and assemble results manually.
 
The pursuit of internal efficiency led Bell County Communications to the award-winning VPI EMPOWER 911 suite, which was implemented to record, monitor, and evaluate emergency and non- emergency communications. 
 
Bell County 9-1-1 greatly improved public...
Read More »
(0) Leave a Comment

VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights

 

VPI (Voice Print International, Inc. http://www.VPI-corp.com), the world’s premier developer of Contact Center Workforce Optimization solutions, today announced new capabilities for the award winning VPI EMPOWER™ and VPI EMPOWER 911™ software suites. VPI solutions provide a unique and powerful advantage – every mix-and-match software module is enhanced with embedded analytics and workflow automation – from call recording and quality monitoring to performance management reporting and E-learning. Building upon this outstanding value proposition, VPI’s new version 5.4 now includes advanced...

Read More »
(0) Leave a Comment

Top 5 Most Downloaded Call Center Optimization Guides of the Year

As you prepare for success in the year ahead, we thought that you and others in your organization would be interested in reading some of the year’s best, most popular educational white papers from the VPI Contact Center Optimization Resource Center. They’re packed full of great cost saving and profit boosting ideas. Enjoy!

Navigating Call Recording Law

Navigating Call Recording Law

Authored by analyst Dick Bucci from Pelorus Associates

Learn about the many new and evolving call recording laws, regulations, and industry standards that most profoundly affect contact centers and what you can do to avoid problems. Download here!...

Read More »
(0) Leave a Comment

VPI Awarded Prestigious Frost & Sullivan Customer Value Leadership Award for Intelligent Virtual Call Agents

Frost & Sullivan Virtual Call Agent AwardVPI today announced that it has been recognized with the Frost & Sullivan 2013 North American Customer Value Leadership Award for its leadership in enhancing the value that its customers receive, beyond simply good customer service that leads to improved customer retention and, ultimately, expansion of the customer base. The award is based on Frost & Sullivan’s recent analysis of the virtual agent application market. Virtual agents have introduced a new range of self-service capabilities into the contact center.

VPI built its reputation in the contact center workforce optimization market,...

Read More »
(0) Leave a Comment

40 Best Practices for Better Public Safety Communications

Public Safety Best Practices ForumWe've complied 40 of the most innovative and useful best practices that were shared by the many PSAPs and experts that attended this year's regional Public Safety Best Practices Forum events and 'Top 40 Public Safety Best Practices' Webcast hosted by VPI, Priority Dispatch, Avaya, Avtec and Replay Systems

Better Hiring

1)     Schedule an ‘All-in-one-day’ Hiring Blitz – use to significantly speed up the hiring process. Job orientation, computer-based pre-employment skill tests, suitability screening assessments, application and supplemental background pre-screening questionnaire, and...

Read More »
(0) Leave a Comment

Boosting 9-1-1 Dispatcher Retention with Consistent Quality Assurance

911 Dispatcher Quality AssuranceBest Practices shared at the Public Safety Best Practices Forum in Washington DC, September 26, 2013

9-1-1 call taker and dispatcher recruitment, screening, training, accreditation and retention were the dominant topics at the most recent Public Safety Best Practices forum – for a good reason. Stakes are much higher than for any other customer service contact center, and so the process from the day of recruitment to the first day of active duty is longer, more stringent, and far more expensive.   The cost of training a new PSAP employee is typically estimated in the tens of thousands...

Read More »
(0) Leave a Comment

Know The Real Truth on Agent Performance and Workforce Optimization?

And have you really done what it takes to win the battle for customers?  Check the latest article from Ventana Research to find out.  

There is a lot of buzz around deploying systems and processes for multi-channel customer communications and self-service as a path to earning customer trust, loyalty and repeat business.  That is certainly commendable…but did you know that over 90 percent of customer communications are still over the phone?  Most people continue to prefer getting help by talking to people. Yet, Ventana’s research shows that many companies are still immature in managing their...

Read More »
(0) Leave a Comment

40 Stats Shaping the Future of Contact Centers

The Future of Call Center Workforce OptimizationDid you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, processes and technologies of this constantly evolving environment? As the leading developer and provider of contact center workforce optimization solutions and services, we at VPI decided to compile a list of compelling statistics that are shaping the future of customer contact and our solution portfolio. Check it out:

Customer Experience

1) Even in a negative economy, customer experience is a high priority for...

Read More »
(8) Leave a Comment

911 Voice Logging Recorder Comparison – Legacy vs. Next Generation

911 Voice Logging Recorder ComparisonThe ways in which we communicate today are very different from the analog wired telephony world of 1968, when the nation’s first PSAP began serving the public. The advent of mobile text messages, mobile video, automatic crash notification systems, geographic positioning systems and other communications channels provide an exciting opportunity to provide faster and better emergency services. Leveraging these new technologies is just one of many reasons for the federal government-sponsored Next Generation (NG) 9-1-1 initiative. 

911 voice logging recorder systems in NG9-1-1 are evolving to become...

Read More »
(0) Leave a Comment

Dodd-Frank Call Recording Requirements, Deadlines and Solutions

Dodd-Frank Call Recording RequirementsVPI was recently featured in Contact Center Association's Inbound Magazine in their special issue on 'What to Expect in the Contact Center in 2013.'  One thing is for certain, and that is trading floors and contact centers will be faced with implementing a series of process and technology changes in the coming year.

Authored by VPI's Vice President of Workforce Optimization Patrick Botz, the article 'Financial Contact Centers Face the Reality of Complying with Dodd-Frank' discusses the impact of Dodd-Frank call recording requirements, deadline dates and affordable call recording, analytics and...

Read More »
(0) Leave a Comment

Video: What are Virtual Call Agents?

People's numerous poor experiences with traditional speech and touch-tone IVRs have given phone self-service a bad reputation. Most IVRs have failed because they force customers to interact in a very rigid, one-dimensional manner. Problem is, humans don't always think in such simplistic and structured terms. They quickly become frustrated when forced to communicate this way. It's time to rethink our attitude towards voice self-service.
Stop scripting - start conversing. Stop disappointing - start delighting!

If you know anything about VPI, you know how passionate we are about delivering...

Read More »
(0) Leave a Comment

Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes

QATCBoosting customer satisfaction is more important than ever before. Consumers today live in an instant gratification society and are not only choosier with how they spend their money, but also demand an exceptional customer experience. Now's the time to take control and learn how to improve customer satisfaction and reduce operating costs by reading VPI's article on 'Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes," which has been featured as the top story in the Quality Assurance & Training Connection (QATC) newsletter.

Quality Assurance 2.0: Using Analytics to Focus QA on...

Read More »
(1) Leave a Comment

Public Safety Quality Assurance: Four Signs of Success

Public Safety Quality Assurance SoftwareHave you attended NENA’s recent webinar on “Quality Assurance & Improving PSAP Call Taking”?  Clearly, NENA sees, encourages and supports the progression of PSAP (Public Safety Answering Point) communications towards better standardization in communication protocols and procedures, backed by improved quality control that leads to timely improvements - before call taker knowledge gaps or procedural problems end up costing human lives. This was a great affirmation for many attendees of the webinar who already started this process or are preparing to get started. Indeed, our experience with...

Read More »
(0) Leave a Comment

Public Safety Quality Assurance Tools Q&A

The following great questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Please find below our answers for your review:

Quality Assurance Software Questions and Answers

Does the VPI QA system come with quality evaluation forms? If so, how would we customize them or add new ones?

Yes, VPI’s QA system is delivered with sample evaluation forms that have been developed based on best practices of our customers. These forms can be used as templates – you can modify, delete and add any number of questions, skills and sections.  One or...

Read More »
(0) Leave a Comment

New Video on Reporting Tools for Cisco UCC Contact Centers

VPI is a Cisco Solution Developer PartnerVPI has fully integrated its award-winning VPI PERFORMANCE real-time call center reporting and performance management software with Cisco’s UCC Express and UCC Enterprise platforms. VPI PERFORMANCE contact center reporting software complements and enhances Cisco UCC Express and UCC Enterprise platforms greatly by consolidating data and presenting actionable, real-time information in the form of Web dashboards, interactive reports, scorecards and desktop tickers to empower managers, supervisors and agents to make better, quicker decisions.

We invite you to watch the new "VPI PERFORMANCE Cisco...

Read More »
(0) Leave a Comment

Interstate Batteries Gets a Jump Start with VPI EMPOWER Workforce Optimization Suite

Interstate BatteriesIt’s the sound all motorists dread. The click, click, silence that we all know is the sound of a completely dead battery. Stuck on the side of the road, late to work and sitting in your driveway, or stranded in a parking lot somewhere. Just waiting for some kind soul to come by with jumper cables and give you a boost.

When Interstate Batteries, the nation's #1 replacement battery company, was looking for a solution that would boost its call quality monitoring and analytics, improve agent performance, and ensure PCI call recording compliance, they looked to VPI's best-of-breed VPI EMPOWER ...Read More »
(0) Leave a Comment

Webinar: Powerful Reporting for Cisco UCC Contact Centers

VPI Cisco Reporting SoftwareJoin VPI and Straumann for an exciting webinar showcasing the powerful reporting solutions for Cisco UCC Contact Centers. You'll learn how Cisco and VPI helped Straumann develop and award-winning real-time contact center performance reporting solution.

Date: Wednesday, February 29, 2012
Time: 1:00 PM ET, 10:00 AM PT
Register here.

Now you can get even more value from your Cisco UCC Express (UCCX) or UCC Enterprise (UCCE) investment. VPI, a Cisco Solution Developer, VIP and SIP Partner, has integrated its award-winning VPI Performance contact center reporting and performance management software...

Read More »
(0) Leave a Comment

All I Want for Christmas is PCI Compliant Call Recording

PCI DSS Compliance Call RecordingAhead of this year's holiday season, consumers charged more to their credit cards for second straight month. Robust holiday spending is driving the speculation that U.S. consumers are shifting their use of credit and debit toward credit. Early spending patterns do suggest that total credit card spending is increasing, as it has all year. Worldwide, consumers carry more than 1 billion Visa cards alone. More than 450 million of those cards are in the United States. The number of U.S. identity fraud victims rose 12 percent to 11.1 million adults last year. Credit and debit card fraud is the No. 1...
Read More »
(0) Leave a Comment