Category: Contact Center Recording
Contact center recording software helps organizations of all sizes and in all industries ensure quality agent-customer interactions, mitigate risk and ensure compliance. Integrated speech analytics and desktop analytics software has exponentially increased the value of contact center recording systems by uncovering valuable insights from unstructured conversations. Saddletree Research estimates that more than 74% of customer-facing organizations in North America are using contact center recording and quality monitoring systems.

6 Myths of Speech Analytics

Speech AnalyticsMisconceptions abound about the logistics and requirements of speech analytics (SA), even in the minds of those who are currently using the technology. Without the assistance of a professional services organization, the learning curve may be steep and confusing. The sooner you move beyond these six common myths, the sooner you’ll see a significant improvement in your operational efficiency and profitability.

MYTH #1: Speech analytics is a set-it-and-forget-it solution.

Optimizing your speech analytics software tool so it delivers useful, actionable business intelligence is time-consuming and...

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VPI Collaborates with Other 9-1-1 Industry Experts to Test Next Generation 9-1-1 Systems and Services at NENA ICE 6 Event

NENA Next Generation 9-1-1 (NG9-1-1) ICE 6 Testing EventBeginning on November 9th in Wheaton, Illinois, VPI (http://www.VPI-corp.com/Public-Safety) and other Next Generation 9-1-1 (NG9-1-1) experts and vendors participated in the latest series of Industry Collaboration Events (ICE) hosted by NENA: The 9-1-1 Association. The ICE 6 interactive event focused on the testing of end-to-end NG9-1-1 system functionality, interaction between vendor elements, and interoperability.

In order to ensure the introduction of NG9-1-1 goes smoothly, it is imperative that vendors work together. Through the ICE program, NENA provides these stakeholders with a venue for...

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How Desktop and Speech Analytics Solves 4 Everyday Call Center Problems

Speech Analytics SoftwareInteraction analytics leverages call and desktop data and/or speech analytics software to pinpoint the information needed to resolve problems and bottlenecks that impact the health of your business.

Once you define top business issues to solve, applying the right analytics tools is critically important. While speech analytics has been popularized as a very powerful tool, it is not suitable for every type of job. Many critical contact center issues can be more reliably identified by simply tagging call data, desktop data and events such as account ID, case number, order value and...

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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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Hope is Not a QA Strategy: Don’t Leave Your Contact Center Quality to Chance

VPI Article: Hope is Not a Contact Center Quality Assurance Strategy

In his bestselling book, Hope is Not a Strategy, Rick Page – one of the foremost experts in sales management and selling and founder and CEO of The Complex Sale – outlines a simple yet strategic process for winning sales. 
He asserts that successful sales, which he calls ‘Consultative Sales’, focus upon pinpointing specific problems and challenges in order to determine the solutions. This is in direct contrast to the more common sales practice of pushing products on the basis that they’re better, or faster, with more bells and whistles than ever before.

Essentially, Rick Page’s book tells us...

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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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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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Top 5 Most Downloaded Call Center Optimization Guides of the Year

As you prepare for success in the year ahead, we thought that you and others in your organization would be interested in reading some of the year’s best, most popular educational white papers from the VPI Contact Center Optimization Resource Center. They’re packed full of great cost saving and profit boosting ideas. Enjoy!

Navigating Call Recording Law

Navigating Call Recording Law

Authored by analyst Dick Bucci from Pelorus Associates

Learn about the many new and evolving call recording laws, regulations, and industry standards that most profoundly affect contact centers and what you can do to avoid problems. Download here!...

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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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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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Know The Real Truth on Agent Performance and Workforce Optimization?

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...

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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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Virtual Call Agents Showcase their Smarts at Avaya Users Conference

Listen to the Podcast!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...

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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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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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