Category: Phone Audio Recorder

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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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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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. NG9-1-1 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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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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Energy and Utility Providers Embrace New Quality Monitoring Tools to Optimize Customer Service and Operations

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Leading industry analyst firm, Gartner, predicts that employees will account for up to 80 percent of contact center budgets in the increasingly demanding world of customer interaction. Such a substantial investment cannot be left to chance, yet, it is often an area that is overlooked and rarely reviewed by managers.

Like many other industries in which employee performance is crucial to the customer experience, the utility industry provides an essential commodity to the public. As they are often under intense scrutiny, utility companies must also take steps to minimize their exposure to...

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What to Do When Customers Need to Listen to their Own Call Recordings? Introducing Perishable PIN from VPI

Perishable PIN confirmationMost organizations who sell products and services over the phone are required to record calls – for a good reason, indeed. Customer disputes are all too common and contact center liability is substantial. Specific disclosures must be read as a part of the transaction and the proof of compliance with this process must be available in a form of verbal receipt.

 

For example, a specific marketing agency will allow listening to recordings if the client asks for it. In one actual example, a client was charged a fee on their credit card for extra protection. The client must have agreed to this in a...

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Call Recording Software Advancements and Proven Best Practices

Voice Call Recording Software Advancements and Proven Best PracticesPhone call recording software plays a key role in many industries. It is a mandatory requirement in the majority of public safety organizations and within various industries, such as financial services and healthcare. With so much valuable information in vast number of customer interactions, the overwhelming majority of many organizations are now using call logging software. Telephone voice recording software helps many organizations optimize the customer experience, improve agent call quality, and minimize risk by providing receipts of oral commitments for dispute resolution, preventing...

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Call Logging Software: Managing the New Compliance Laws with the Latest Phone Call Logger Technologies

Managing the New Compliance Laws with the Latest Call Logging SoftwareTechnologiesTelephone voice recording solutions are essential for recording agent-customer interactions and associated telephony and screen data. However, in this new age of cyber crime and identity theft, the inevitable emergence of strict regulations to help protect sensitive customer data has resulted in many organizations being forced to scramble to update or replace their existing phone audio recorder solutions in order to adhere to the latest legislative guidelines.
 

The PCI-DSS, a set of comprehensive requirements for enhancing payment account data security, was developed by the founding payment...

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Call Recording Software: Can One Telephone Call Recorder Meet All Your Needs - Both Now and in the Future?

 

Call Recording Systems: Can one system meet all your needs - both now and in the future?Call logging software comes in all shapes and sizes. Selecting the best call recording equipment for your organization’s specific needs can be tricky. Do you need to record for compliance and liability purposes? Or, are you more focused on your quality management goals? What kind of telephone voice recording does your organization currently utilize – traditional voice logging, digital call recording, VoIP call recording, or a combination? Is your organization growing or downsizing? Do you record multiple locations, and if so, is it easy to administer the communications recording system in...

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VoIP Call Recording Software for Today’s World of Multimedia Communications

VoIP Call Recording in Today's Multimedia WorldVoIP call recording software has finally come of age, offering the same advanced level of functionality and reliability as traditional recording systems. Organizations across the globe have recognized the tremendous benefits of VoIP communications and IP call recording software. New IP Communications platforms allow organizations to flatten, consolidate and extend their communications architecture. VoIP communications are also enabling a trend toward smaller, distributed contact centers.

The Significant Benefits of VoIP Communications
Reduced operational costs are often one of the major...

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