Category: Voice Call Recording

Speakerbus and VPI Strengthen Partnership with Successful Interoperability Certification of VPI EMPOWER Call Recording with Speakerbus’ iTurret

Learn more about the VPI Call Recording integration with SpeakerbusSpeakerbus (http://www.speakerbus.com), a leading supplier of voice collaboration solutions for the financial and command and control markets, and VPI (Voice Print International,http://www.VPI-corp.com), a global leader in compliance recording and workforce optimization software solutions today announced that they have advanced their strategic partnership. Leveraging decades of experience and expertise, the two companies have united their first-class technologies to provide the industry with an advanced, integrated solution.

The combined technology securely integrates communication processes...

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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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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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​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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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 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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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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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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Getting a Handle on Top PSAP Operational Issues – Recording, Reporting, and More.

As Discussed at VPI Public Safety Best Practices Forum

Have you visited with your colleagues at VPI Public Safety Best Practices Forum in Los Angeles, on July 10th?   A lot of great, collaborative sharing of experiences and brainstorming on solving operational hurdles went on among emergency communication professionals.   One of the top issues raised was the scarcity of time available to review recorded calls and to study reports.  Another was the problem of data entry accuracy.  These problems are magnified in the environments with limited or no automation involved in call data monitoring and...

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QA & Training Tip: Quality Monitoring for Voice of the Customer

A Continual Performance Improvement process makes use of technology, quality monitoring, and performance coaching to improvethe customer experience. Do you have a system in place to not just evaluate agent performance but also capture what your customer is telling you?

It all begins with call recording. When a call center records calls, it has the ability to collect and gain insights into the customer experience, even with incidental comments made during a customer service interaction. If only we were listening!

After calls are recorded, the next step requires the “human element” where quality...

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Priority Dispatch and VPI Streamline Public Safety Quality Assurance

Call Playback from Priority Dispatch AQUADuring this year's National NENA Conference in Charlotte, North Carolina, we were pleased to hear that so many PSAPs take the quality of their emergency communications even more seriously than last year and are now proactive in looking for the best way to take the next step with Qualtiy Assurance evaluations of their recorded calls.  Although not yet formally mandated for all call types, a step up is clearly needed in the area of Quality Assurance as a broader element of Next Generation 9-1-1.  We had many people approaching us at the Conference with words such as “We need to improve our...

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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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VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights

 

VPI (Voice Print International, Inc. http://www.VPI-corp.com), the world’s premier developer of Contact Center Workforce Optimization solutions, today announced new capabilities for the award winning VPI EMPOWER™ and VPI EMPOWER 911™ software suites. VPI solutions provide a unique and powerful advantage – every mix-and-match software module is enhanced with embedded analytics and workflow automation – from call recording and quality monitoring to performance management reporting and E-learning. Building upon this outstanding value proposition, VPI’s new version 5.4 now includes advanced...

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