Category: Call Logger

VPI Collaborates with Other 9-1-1 and Tech Industry Experts to Successfully Test 21st Century 9-1-1 Capabilities and Features at NENA ICE8

NENA: The 9-1-1 AssociationRepresentatives from more than two dozen public safety service providers recently came together to test the features that would enable 9-1-1 centers across the country to keep pace with consumer technologies and introduce multimedia “call” capabilities, allowing  text, images, and real-time video to be sent from those in need of emergency assistance directly to 9-1-1 call takers.

This Industry Collaboration Event, dubbed “ICE 8,” focused on testing interfaces for logging of processing events and recording NG9-1-1 multimedia and call data, as well as interfaces for retrieving and reproducing...

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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...

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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...

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Free Research Report: Call Center Quality Assurance and Liability TDM and VoIP Call Recording Product and Market Report Summary, Authored by and Featuring Research from DMG Consulting

 Quality Management, Liability Recording & Workforce Optimization Product Report

Want to Learn More about the Call Center Recording Software, Quality Assurance Call Monitoring and Call Center Workforce Optimization Software Market, Key Trends and Products?

 

VPI is pleased to be able to offer you this exclusive opportunity to get your copy of the executive summary of DMG Consulting's comprehensive annual Call Center Quality Assurance/Telephone Call Recording Product and Market Report. Offering 35 pages packed with valuable information, this guide is essential to navigating in the complex market of contact center workforce optimization software technologies.

 

Use the...

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Complimentary Resource Guide: The ROI Benefits of Contact Center Recording, Quality Assurance and Call Center Performance Management Technologies

Complimentary Resource Guide on the Compelling ROI Benefits of VoIP Call Recording, Quality Assurance Call Monitoring and Call Center Performance Management TechnologiesReady to upgrade your contact center? Looking to implement new TDM and VoIP Call recording, call center quality assurance, call center performance management, or call center coaching solutions or replace some of your existing applications?

If so, it's now time to zero-in on the most appropriate call center optimization technology and ask management for the money. This must-read resource guide is crucial for any contact center professional looking to take their organization to the next level.

Use the promo code LINKEDIN to download your complimentary resource guide at http://www.VPI-corp.com/ROI-G...

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Best Practices for Public Safety Communications Recording, Quality Assurance Call Monitoring and Training - A Complimentary Resource Guide

Public safety emergency communications have never been on the threshold of greater change than they are today. Navigating in a complex world of tracking, digital call recording, quality assurance call monitoring, and training on interactions in today’s increasingly complex communication centers requires much more insight than ever before. This ground-breaking guide discusses the areas that public safety organizations need to focus upon in preparation for the many changes and challenges that lie ahead.

Use the promo code VPIBLOG to download your complimentary public safety communications...

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Call Recording Software Advancements and Proven Best Practices

Voice Call Recording Software Advancements and Proven Best PracticesPhone call recording software plays a key role in many industries. It is a mandatory requirement in the majority of public safety organizations and within various industries, such as financial services and healthcare. With so much valuable information in vast number of customer interactions, the overwhelming majority of many organizations are now using call logging software. Telephone voice recording software helps many organizations optimize the customer experience, improve agent call quality, and minimize risk by providing receipts of oral commitments for dispute resolution, preventing...

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Using Dispatch Quality Assurance Call Monitoring Software to Improve the Effectiveness of Public Safety Communications

Using Dispatch Quality Assurance Software to Improve the Effectiveness of Public Safety CommunicationsDispatch quality assurance call monitoring software is more important today than ever before. Recognized as an essential component in the quest for improved performance, efficiency and productivity, public safety organizations are now placing an increased emphasis on the capabilities and deployment of dispatch quality assurance call monitoring software. In the midst of today’s consolidation and changes, many public safety and security organizations are being asked to do more with less resources. Therefore, it is even more important than ever before to maximize the productivity...

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Complimentary New Resource Guide: Next Generation 9-1-1 Communications Recording and Quality Assurance - Are You Ready?

Can your current voice logging system handle NG9-1-1 communications? How effective is your dispatcher quality assurance call monitoring program?

Public safety emergency communications have never been on the threshold of greater change than they are today. PSAPs, both large and small, are now preparing for Next Generation 9-1-1 to keep up with the rapidly evolving world of mobile, multimedia and IP communications. This ground-breaking resource guide discusses what you need to look for in a new call logger and quality assurance system to meet the challenges arising from Next Generation 9-1-1.

 

U...

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Call Logging Software: Managing the New Compliance Laws with the Latest Phone Call Logger Technologies

Managing the New Compliance Laws with the Latest Call Logging SoftwareTechnologiesTelephone voice recording solutions are essential for recording agent-customer interactions and associated telephony and screen data. However, in this new age of cyber crime and identity theft, the inevitable emergence of strict regulations to help protect sensitive customer data has resulted in many organizations being forced to scramble to update or replace their existing phone audio recorder solutions in order to adhere to the latest legislative guidelines.
 

The PCI-DSS, a set of comprehensive requirements for enhancing payment account data security, was developed by the founding payment...

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Call Center Reporting Software: Make Better Decisions with Real-Time Call Center Performance Management Solutions

Call Center Management Software: Make Better Decisions with Performance Management SolutionsCall center reporting software has, for some time, been evolving from the very basic, disparate technologies of the 90s to the tightly integrated, multi-dimensional software suites of today. Once upon a time, the standard call center performance management system implemented in organizations worldwide consisted of a telephone system, a call logger, an ACD and a CRM solution. Times have changed with the emergence of powerful new performance contact center analytics solutions designed to rapidly boost contact center performance and operational effectiveness – enabling organizations to discover,...

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Call Recording Software: Can One Telephone Call Recorder Meet All Your Needs - Both Now and in the Future?

 

Call Recording Systems: Can one system meet all your needs - both now and in the future?Call logging software comes in all shapes and sizes. Selecting the best call recording equipment for your organization’s specific needs can be tricky. Do you need to record for compliance and liability purposes? Or, are you more focused on your quality management goals? What kind of telephone voice recording does your organization currently utilize – traditional voice logging, digital call recording, VoIP call recording, or a combination? Is your organization growing or downsizing? Do you record multiple locations, and if so, is it easy to administer the communications recording system in...

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Voice Logging Technologies – Now Doing Much More Than Ever Before

Voice Logging Technologies - Now Doing Much More Than Ever BeforeVoice logging systems were once very basic solutions built to record all or a sample of calls along with some rudimentary telephony data. Generally deployed for compliance and liability purposes, digital call recording systems were viewed as a backroom necessity that occasionally served a purpose whenever a customer dispute occurred. Over the past decade, the role of the call recorder has changed a great deal. The value of recorded interactions and their importance for effective quality assurance call monitoring has become a major focal point in the development of the highly advanced call...

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Call Recording Software by VPI Enables Organizations to Affordably Record Contact Centers, Branch Offices and Home-Based Agents

Call Recording Software by VPI Enables Organizations to Affordably Record Contact Centers, Branch Offices and Home-Based Agents

The contact center environment has evolved considerably over recent years. With the increased deployment of VoIP, home-based agents, and overseas outsourcing, organizations are benefitting from significant cost savings and efficiencies that were previously unattainable. However, in order to maximize performance, manage liability and ensure compliance, it’s crucial for organizations to implement an advanced, full time interactions recording solution, such as VPI’s communications software system.

VPI’s digital and IP call recording system was developed to reliably record 100 percent of call and...

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