Category: Telephone Recording Software

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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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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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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Public Safety Quality Assurance Best Practices Q&A

Learn more about the ReplayQA outsourced quality assurance serviceThe following excellent questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Lori VanGilder, Manager of Quality Assurance Services at Replay Systems, APCO Institute Adjunct Instructor and prior Communications Supervisor in Florida, provided the following answers below for your review.

Our QA program is viewed by the dispatchers negatively. We offer several training steps to assist the dispatcher in improving. What advice do you have to make the QA process a more positive experience?

First of all, it is great that you do have a...

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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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All I Want for Christmas is PCI Compliant Call Recording

PCI DSS Compliance Call RecordingAhead of this year's holiday season, consumers charged more to their credit cards for second straight month. Robust holiday spending is driving the speculation that U.S. consumers are shifting their use of credit and debit toward credit. Early spending patterns do suggest that total credit card spending is increasing, as it has all year. Worldwide, consumers carry more than 1 billion Visa cards alone. More than 450 million of those cards are in the United States. The number of U.S. identity fraud victims rose 12 percent to 11.1 million adults last year. Credit and debit card fraud is the No. 1...
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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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Complimentary White Paper: Call Center Metrics That Matter

Metrics That Matter: Proactively BoostPerformance and Customer ExperienceAre you monitoring and measuring the metrics that really matter to you and your organization?

Now more than ever, contact center managers and executives need to be proactive in helping their organizations accomplish contact center optimization and tactical goals, but with so much data available gathered from ACDs, IVRs, telephone recorder software and call monitoring quality assurance tools, there's a tendency to rely upon the tried and true metrics that everyone tracks - perhaps more out of habit than as a result of the their actual value. Successful contact center managers know and understand...

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Free Research Report: Call Center Quality Assurance and Liability TDM and VoIP Call Recording Product and Market Report Summary, Authored by and Featuring Research from DMG Consulting

 Quality Management, Liability Recording & Workforce Optimization Product Report

Want to Learn More about the Call Center Recording Software, Quality Assurance Call Monitoring and Call Center Workforce Optimization Software Market, Key Trends and Products?

 

VPI is pleased to be able to offer you this exclusive opportunity to get your copy of the executive summary of DMG Consulting's comprehensive annual Call Center Quality Assurance/Telephone Call Recording Product and Market Report. Offering 35 pages packed with valuable information, this guide is essential to navigating in the complex market of contact center workforce optimization software technologies.

 

Use the...

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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 Center Reporting Software: Make Better Decisions with Real-Time Call Center Performance Management Solutions

Call Center Management Software: Make Better Decisions with Performance Management SolutionsCall center reporting software has, for some time, been evolving from the very basic, disparate technologies of the 90s to the tightly integrated, multi-dimensional software suites of today. Once upon a time, the standard call center performance management system implemented in organizations worldwide consisted of a telephone system, a call logger, an ACD and a CRM solution. Times have changed with the emergence of powerful new performance contact center analytics solutions designed to rapidly boost contact center performance and operational effectiveness – enabling organizations to discover,...

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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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Call Recording Software by VPI Enables Organizations to Affordably Record Contact Centers, Branch Offices and Home-Based Agents

Call Recording Software by VPI Enables Organizations to Affordably Record Contact Centers, Branch Offices and Home-Based Agents

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...

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Telephone Call Recording Laws, Regulations and Best Practices for Ensuring Compliance: What You Need to Know to Avoid Costly Fines and Legal Fees

Telephone Call Recording Laws and RegulationsDo you record or plan to record your calls and/or desktop screen activity? Do your employees discuss sensitive information over the phone? If so, there are serious telephone call recording laws and phone call recording regulations that you need to be aware of. To avoid costly violations and ensure customer credibility, you need to become familiar with the new and evolving digital call recording laws, voice call recording regulations, and industry standards that most profoundly impact organizations today. You should make a point of learning what you can do to avoid violating these call...

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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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