Category: Phone Call Recording Software

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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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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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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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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Dodd-Frank Call Recording Requirements, Deadlines and Solutions

Dodd-Frank Call Recording RequirementsVPI 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...

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Virtual Call Agents Wave Goodbye to IVR Decision Trees

No traditional speech IVR system decision trees used by virtual agentsMy internet has just gone down at home and I’m already frustrated. Since this isn’t the first time I’ve had this experience I know to unplug the modem, shut down my computer, start up the wireless modem again and wait for all the green lights to show up where they are supposed to. I think, YES! But the minute I turn on the computer, I still have no Internet access.

So I’m ready to place that dreaded call to tech support and the first thing I get is a traditional call center IVR system asking me to do the same exact steps that I’ve already done. But I can’t bypass that pre-programmed voice going...

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Interstate Batteries Gets a Jump Start with VPI EMPOWER Workforce Optimization Suite

Interstate BatteriesIt’s the sound all motorists dread. The click, click, silence that we all know is the sound of a completely dead battery. Stuck on the side of the road, late to work and sitting in your driveway, or stranded in a parking lot somewhere. Just waiting for some kind soul to come by with jumper cables and give you a boost.

When Interstate Batteries, the nation's #1 replacement battery company, was looking for a solution that would boost its call quality monitoring and analytics, improve agent performance, and ensure PCI call recording compliance, they looked to VPI's best-of-breed VPI EMPOWER ...Read More »
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Webinar: Powerful Reporting for Cisco UCC Contact Centers

VPI Cisco Reporting SoftwareJoin VPI and Straumann for an exciting webinar showcasing the powerful reporting solutions for Cisco UCC Contact Centers. You'll learn how Cisco and VPI helped Straumann develop and award-winning real-time contact center performance reporting solution.

Date: Wednesday, February 29, 2012
Time: 1:00 PM ET, 10:00 AM PT
Register here.

Now you can get even more value from your Cisco UCC Express (UCCX) or UCC Enterprise (UCCE) investment. VPI, a Cisco Solution Developer, VIP and SIP Partner, has integrated its award-winning VPI Performance contact center reporting and performance management software...

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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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Credit Unions Embrace New Call Quality Monitoring Tools to Optimize Operations and Customer Experience

Call Quality Monitoring for Credit UnionsCredit unions and community banks are increasingly coping with federal and local legislation, interest rate hikes and volatility in capital markets, all of which entails placing greater emphasis on local and regional customer retention, quality assurance, internal controls, as well as more careful compliance and risk management. Although these smaller banks share many common challenges with large contact centers, they have unique needs that can be addressed using today’s modular, highly customizable call quality monitoring and workforce optimization solutions.

Small- to mid-sized financial...

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Using Real-time Call Center Performance Management Scorecards to Achieve Peak Performance

It is that time of the year where contact centers are gearing up for the holiday season over the next couple months. Traditionally, this means hiring and training more agents than usual, based on forecasted volumes.  Due to the seasonality of contact center work, expectations and stress placed on contact center resources rise  - this affects especially team supervisors and their agents who are more prone to turnover during higher-stress periods. In fact, multiple  factors contribute to turnover - the most significant variable is the nature of the work the agent does and how they perceive their...

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Call Recording Software for Unified Quality and Performance Optimization

Traditional contact center quality monitoring involves random capture of call recordings – either based on predetermined selection criteria or schedules.   We agree that it is impossible for human beings to inspect every single call; but there are two dynamics we have to consider – separating the capture method from the call selection method.  

Latest-generation call recording software allows for recording all calls first, and then a powerful rules engine is used to decide which calls to keep or inspect.   It may sound like a small nuance, but actually this type of call center recording...

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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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Using Dispatch Quality Assurance Call Monitoring Software to Improve the Effectiveness of Public Safety Communications

Using Dispatch Quality Assurance Software to Improve the Effectiveness of Public Safety CommunicationsDispatch quality assurance call monitoring software is more important today than ever before. Recognized as an essential component in the quest for improved performance, efficiency and productivity, public safety organizations are now placing an increased emphasis on the capabilities and deployment of dispatch quality assurance call monitoring software. In the midst of today’s consolidation and changes, many public safety and security organizations are being asked to do more with less resources. Therefore, it is even more important than ever before to maximize the productivity...

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Complimentary New Resource Guide: Next Generation 9-1-1 Communications Recording and Quality Assurance - Are You Ready?

Can your current voice logging system handle NG9-1-1 communications? How effective is your dispatcher quality assurance call monitoring program?

Public safety emergency communications have never been on the threshold of greater change than they are today. PSAPs, both large and small, are now preparing for Next Generation 9-1-1 to keep up with the rapidly evolving world of mobile, multimedia and IP communications. This ground-breaking resource guide discusses what you need to look for in a new call logger and quality assurance system to meet the challenges arising from Next Generation 9-1-1.

 

U...

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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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Voice Logging Technologies – Now Doing Much More Than Ever Before

Voice Logging Technologies - Now Doing Much More Than Ever BeforeVoice logging systems were once very basic solutions built to record all or a sample of calls along with some rudimentary telephony data. Generally deployed for compliance and liability purposes, digital call recording systems were viewed as a backroom necessity that occasionally served a purpose whenever a customer dispute occurred. Over the past decade, the role of the call recorder has changed a great deal. The value of recorded interactions and their importance for effective quality assurance call monitoring has become a major focal point in the development of the highly advanced call...

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