Category: Voice Call Recording

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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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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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 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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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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QA & Training Tip - Use a Best Call Library to Highlight Best Practices.

Duke Energy utilizes a Best Call Library. The Best Call Library is a collection of call recordings that allows customer service agents to plug into best practices. Callrecordings are archived and cataloged for easy access and identification. The Library allows supervisors, team leads and trainers to select a region, call category and a specific type of call within that category to share with agents as an illustration of best practices in that situation. 
 
The Library features both audio and video recordings so that agents can watch, listen and learn. We utilize a SharePoint site to manage our...
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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. NG 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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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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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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VPI Quality Assurance and Training Article Featured by NENA Magazine

VPI Public Safety Recording and Quality Assurance Solutions Featured in NENA The Call MagazineWant to improve the quality of your mission-critical communications? Still grappling with impending Next Generation 9-1-1 (NG9-1-1) changes?

You’re not alone. Public safety and security agencies nationwide are working hard to meet the challenges of these demanding new regulations. Many are busy updating their voice logging software to a fully compliant NG9-1-1 recording system and integrating their call recording equipment with call quality assurance software. However, despite significant emphasis upon the adoption of new technologies and processes, one thing that’s often overlooked is the...

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Video: What are Virtual Call Agents?

People's numerous poor experiences with traditional speech and touch-tone IVRs have given phone self-service a bad reputation. Most IVRs have failed because they force customers to interact in a very rigid, one-dimensional manner. Problem is, humans don't always think in such simplistic and structured terms. They quickly become frustrated when forced to communicate this way. It's time to rethink our attitude towards voice self-service.
Stop scripting - start conversing. Stop disappointing - start delighting!

If you know anything about VPI, you know how passionate we are about delivering...

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$115 million in Government Grants for NG9-1-1 and Call Recording Equipment

NG9-1-1 Call RecordingPublic Safety 9-1-1 leaders have tirelessly educated government law and budget makers about the dire need to update antiquated 9-1-1 communication systems (including recorders of emergency communications).  The calls for sustainable funding to pull that off were finally heard and acted on - the Next Generation 9-1-1 Advancement Act of 2012, signed by President Obama on February 22, 2012, is the first major step in that direction. The Act provides a one-time appropriation of $115 million for 9-1-1 implementation grants. Undoubtedly, this significant legislation is a positive move towards...

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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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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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Analytics Powering the New Focus on Quality

Featured in the Quality Assurance and Training Connection (QATC) newsletter

Targeted Analytics-Driven Call Quality MonitoringAfter over a decade of doing things the same way, traditional contact center quality monitoring is getting a major facelift. New analytics solutions and best practices are taking the ‘random’ out of and quality monitoring and transforming the way contact centers pursue and the speed in which they achieve their goals.

William A. Foster once said, “Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many...
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