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...
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...Read More »
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...Read More »
VPI 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 »
We'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.
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 »
Representatives 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...Read More »
Best 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 »
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 »
Have you visited with your colleagues at VPI Public Safety Best Practices Forum in Los Angeles, on July 10th? A lot of great, collaborative sharing of experiences and brainstorming on solving operational hurdles went on among emergency communication professionals. One of the top issues raised was the scarcity of time available to review recorded calls and to study reports. Another was the problem of data entry accuracy. These problems are magnified in the environments with limited or no automation involved in call data monitoring and...Read More »
During this year's National NENA Conference in Charlotte, North Carolina, we were pleased to hear that so many PSAPs take the quality of their emergency communications even more seriously than last year and are now proactive in looking for the best way to take the next step with Qualtiy Assurance evaluations of their recorded calls. Although not yet formally mandated for all call types, a step up is clearly needed in the area of Quality Assurance as a broader element of Next Generation 9-1-1. We had many people approaching us at the Conference with words such as “We need to improve our...Read More »
This week, we showcased our next generation in speech self-service - VPI VirtualSource - at IAUG Converge2013, the International Avaya Users Group's annual conference in Orlando. Our long-time colleagues at Avaya invited us to discuss the many ways in which VPI's Virtual Call Agents powered by artificial intelligence are being used to greatly improve self-service in this informative Podcast.
Virtual assistant technologies are projected to be the new standard for customer self-service interactions in the near future. Gartner predicts that by 2020, the customer will manage 85% of the relationship...Read More »
It’s a good idea to track key decisions points that arise during your call calibration sessions. A Calibration Log should contain the following: date, quality evaluation attribute, discussion points, and notes onany action items required to communicate the outcome to agents and others (supervisors, trainers, and coaches).
Below is an example:
|Date:||Quality Attribute:||Discussion Points:||Action:|
|11/14/08||1.2 Verifies customer address and phone number||What if agent verifies street address and not city/state/zip?||Update Quality Standards Doc to include: Verifies address means street, house or apt. number,...|
Did 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:
1) Even in a negative economy, customer experience is a high priority for...Read More »
Recording 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...Read More »
The 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 »
VPI 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 »
You’re probably familiar with Ventana Research and its highly acclaimed annual Value Index. Ventana prides itself on providing insights and best practices guidance based on rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The Ventana Research Indexes provide research-based business and technology guidance to businesses. I would imagine that every solution provider wants to feature prominently as a Ventana Index category leader – the designation carries some serious weight and helps bring the very best...Read More »
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...Read More »