Category: Call Recorder Software
Call recording software has become a core technology in the majority of contact centers today. Call recording software is used to record IP, digital and analog telephones to comply with regulations, minimize liability risk and for call quality monitoring purposes. Advanced call recording software systems integrate speech and data analytics capabilities to tag more valuable data to call recordings to greatly enhance searches and automatically identify the reason for calls and categorize them accordingly.

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...

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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...
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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...

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Priority Dispatch and VPI Unite to Offer the Most Advanced Quality Assurance Solution for Emergency Communication Centers

 

VPI (Voice Print International), the global leader in public safety recording, quality assurance and Coaching systems,and Priority Dispatch,  the leading  provider of emergency call taking, dispatch and training systems, today announced that they have forged a groundbreaking strategic partnership. Leveraging decades of experience and expertise, the two companies have united their award-winning, first-class technologies to provide the industry’s single most advanced, integrated quality assurance solution. The companies will be demonstrating the integrated solution at the Navigator 2013...

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VPI VirtualSource Virtual Agent Call Automation Solution Wins Ventana Research Award for Customer Technology Innovation

 

VPI (http://www.VPI-corp.com), the leading global provider of contact center workforce optimization solutions, todayannounced that Ventana Research, an esteemed benchmark research and advisory services firm, has selected VPI VirtualSource as this year’s Customer Technology Innovation Award winner. The prestigious awards distinguish pioneers that have developed clear visionary and transformative technology. The Technology Innovation Awards showcase what technology vendors have done to advance the potential of their applications and technology to drive better productivity and outcomes.

VPI...

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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,...

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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...

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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...

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Under the Hood of Recording Next Generation 9-1-1 Communications

Listen to the Podcast on NG9-1-1 Recording Requirements and ConsiderationsRecording NG9-1-1 communications involves much more than capturing voice and some basic data. NG logging recorders now require tighter integration of technologies and processes than yesterday's recorders were designed for. Considering that recording emergency communications is a must these days as it will be in the future, let’s look into 'what's under the hood' in this important, but often overlooked area.

VPI recently participated in Avaya’s TechTalk podcast where the two long-term partners and industry leaders in innovative technologies for processing and managing emergency...

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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...

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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...

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VPI Quality Assurance and Training Article Featured by NENA Magazine

VPI Public Safety Recording and Quality Assurance Solutions Featured in NENA The Call MagazineWant to improve the quality of your mission-critical communications? Still grappling with impending Next Generation 9-1-1 (NG9-1-1) changes?

You’re not alone. Public safety and security agencies nationwide are working hard to meet the challenges of these demanding new regulations. Many are busy updating their voice logging software to a fully compliant NG9-1-1 recording system and integrating their call recording equipment with call quality assurance software. However, despite significant emphasis upon the adoption of new technologies and processes, one thing that’s often overlooked is the...

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Virtual Call Agents Wave Goodbye to IVR Decision Trees

No traditional speech IVR system decision trees used by virtual agentsMy internet has just gone down at home and I’m already frustrated. Since this isn’t the first time I’ve had this experience I know to unplug the modem, shut down my computer, start up the wireless modem again and wait for all the green lights to show up where they are supposed to. I think, YES! But the minute I turn on the computer, I still have no Internet access.

So I’m ready to place that dreaded call to tech support and the first thing I get is a traditional call center IVR system asking me to do the same exact steps that I’ve already done. But I can’t bypass that pre-programmed voice going...

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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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Public Safety Quality Assurance Best Practices Q&A

Learn more about the ReplayQA outsourced quality assurance serviceThe following excellent questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Lori VanGilder, Manager of Quality Assurance Services at Replay Systems, APCO Institute Adjunct Instructor and prior Communications Supervisor in Florida, provided the following answers below for your review.

Our QA program is viewed by the dispatchers negatively. We offer several training steps to assist the dispatcher in improving. What advice do you have to make the QA process a more positive experience?

First of all, it is great that you do have a...

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VPI’s Groundbreaking "Redaction" Feature

VPI's Call Center Recording Software has a groundbreaking “Redaction” feature. The "Redaction" audio and video editing feature allows the user to manually add silence and block video content to mask sensitive sections of an interaction. This powerful, out-of-box capability is extremely valuable for sharing and creating training clips from calls with sensitive information in them. Even more, redacting is non-destructive to the original files.

We invite you to watch the VPI Training Tips video to learn how to successfully use VPI’s powerful “Redaction” feature!

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