Category: Telephone Voice Recording

New APCO NENA Quality Assurance and Improvement Standard Draft Highlights

APCO NENA Quality Assurance and Improvement (QA/QI) Standard DraftOn May 23, 2014, APCO and NENA released the first, preliminary draft of the new Standard for the “Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points”. 

This APCO NENA Quality Assurance standard aims to establish a long awaited quality assurance and improvement process to all of America’s 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard. 

We at VPI are especially grateful for the clear articulation of the ultimate purpose of the Quality Assurance function in this standard:...

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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 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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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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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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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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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 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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