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 data interactions in high-volume, single or multi-site environments of any size. Organizations are able to determine what to retain, for how long, and on which storage device by implementing flexible, intelligent business rules. The VPI call logging software can efficiently unify recording from any number of audio and data sources and multiple locations –TDM and VoIP telephony audio as a standard, while employee desktop screen recording, email and Web chat are optional. With centralized access and administration via secure Web-based interface – authorized users of the Cisco call recording solution can quickly and easily access call recordings and associated data from multiple system and locations – including home based agents – and create, review and send reports.

VPI’s telephone call recorder has been designed to guard data from unauthorized access with granular user and data security rules, comprehensive audit trails, and end-to-end and AES 256 encryption with key management. Every call within the VPI application is wartermarked in real time to ensure authenticity. VPI’s optional PCI Compliance Pack restricts access to calls with sensitive, personal information to help ensure compliance with PCI-DSS regulations.

VPI’s telephone voice recording system integrates seamlessly with the VPI EMPOWER suite of workforce optimization software solutions, including VPI PERFORMANCE, which offers real-time call center reporting and performance analytics and delivers vital performance information, highlighting areas where adjustments need to be made on an agent, group, queue or site basis. Managers can view real-time and historical performance metrics, consolidated across multiple systems and locations, which may include virtual contact centers and outsourced and home-based agents.

The integrated telephone call recorder and VPI PERFORMANCE call center performance management solution offers dynamic, Web-based call center reporting tools that allow authorized users to conveniently access, analyze and drill through data to quickly identify the root cause of problems or successes and immediately change business direction based on actual customer responses and employee performance. As soon as the problem or success is determined, VPI PERFORMANCE call center performance management allows management to deliver the right information to the right person at the right time with employee desktop dashboards, tickers and scorecards.In addition to successfully managing compliance, liability and quality in virtually any environment, VPI’s telephone recording software equips organizations to manage the here and now – to take immediate actions to solve immediate problems, rather than trying to handle yesterday’s problems next month, or worse, never managing them at all. Managing based on old information is likely to result in dissatisfied, poorly managed agents and the loss of high-value customers.