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.

VPI EMPOWER Workforce Optimization Software Wins 2014 CUSTOMER Contact Center Technology Award

VPI Workforce Optimization Software Wins Customer MagazineVPI announced that TMC, a global, integrated media company, has named VPI EMPOWERTM as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC’s CUSTOMER magazine.

VPI EMPOWER contact center quality and workforce optimization software has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC.

“We are delighted and deeply gratified to once again be recognized by TMC for our unwavering commitment to product innovation and best-in-class support and value,” said...

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VPI Wins Speech Technology Excellence Award for Speech Analytics from CUSTOMER Magazine

VPI Wins Speech Analytics Software AwardVPI is recognized as a leading speech technology innovator that is helping organizations gain insight from their communications to improve the customer experience, optimize operational performance and ensure compliance.

VPI today announced that it is the recipient of a 2014 Speech Technology Excellence Award, presented by TMC CUSTOMER magazine, for its VPI EMPOWER INSIGHT speech and data analytics solution.

Unlike traditional speech analytics systems which often miss out on context and relevance in conversations and are notoriously costly and difficult to deploy and manage, VPI INSIGHT’s...

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​VPI Awarded a 2014 Communications Solutions Product of the Year Award

VPI EMPOWER Workforce Optimization Suite Recognized for Exceptional Innovation

Camarillo, CA (6/23/14) — VPI announced today that TMC, a global, integrated media company, has awarded the VPI EMPOWER Workforce Optimization Suite a 2014 Communications Solutions Product of the Year Award.

VPI EMPOWER™ is an award-winning suite of innovative contact center applications that work in concert to help you record, analyze and optimize your workforce performance – faster and easier than you thought possible, and without breaking a bank. Every module within the VPI EMPOWER suite – from call recording,...

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New APCO NENA Quality Assurance and Improvement Standard Draft Highlights

APCO NENA Quality Assurance and Improvement (QA/QI) Standard DraftOn May 23, 2014, APCO and NENA released the first, preliminary draft of the new Standard for the “Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points”. 

This APCO NENA Quality Assurance standard aims to establish a long awaited quality assurance and improvement process to all of America’s 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard. 

We at VPI are especially grateful for the clear articulation of the ultimate purpose of the Quality Assurance function in this standard:...

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Public Safety 911 Quality Assurance: APCO Webcast Questions & Answers

http://www2.vpi-corp.com/APCO-QA-Webcast-Recording

We recently hosted a Webcast with APCO on Public Safety 911 Quality Assurance Best Practices and Tools, featuring QA professionals Angela Fine from Bell County 9-1-1 Communications in Texas, Joell Kight from Fauquier County Sheriff's Office in Virginia, and Patrick Botz from VPI. There were many fantastic questions about Quality Assurance processes and standards, and VPI’s QA software.

Have another question? Just ask us.

How do different agencies use the information obtained through QA to coach and train their staff? What practical methods have been found to do this? Also what are the most...

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Chris Morrissey Promoted to President of VPI

CAMARILLO, CA — VPI (http://www.VPI-corp.com), the leading global provider of contact center and public safety 911 call recording, analytics and performance management software solutions and services, today announced that Chris Morrissey, who has served for the past nine years as VPI’s executive vice president of sales and marketing, has been named president of the company, effective immediately. With Morrissey at the helm, working closely with the founding owner and CEO Andrew Marsh, VPI gains renewed unity of focus on current and emerging market needs met with technical innovation and...

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Call Recording Software Tops Desired Call Center Software Capabilities

Visit Software Advice's WebsiteSoftware Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they're looking for.

Key findings:

  1. A significant portion (46 percent) of buyers are buying call center software for the first time.

  2. The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.

  3. Call recording software and computer-telephone integration (CTI) top the list of...
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Call Recording Tops Desired Call Center Software Capabilities

Visit Software Advice's WebsiteSoftware Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.

Key findings:

  1. A significant portion (46 percent) of buyers are buying call center software for the first time.

  2. The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.

  3. Call recording and computer-telephone integration (CTI)...
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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 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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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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