Category: Workforce Optimization Software

Experts Tell All: 10 Call Center Optimization Best Practices

At VPI, we're super passionate about providing the best possible customer service and contact center optimization. As we celebrate ICSA National Customer Service Week, we thought we'd share some of the most helpful contact center optimization best practices we've learned. They have inspired us and our clients to deliver best-in-class customer service and support. Here are 10 inspiring Call Center Workforce Optimization Best Practices quotes we thought you'd enjoy reading and sharing with your colleagues as you celebrate Customer Service Week: 

1) “Put employees first and customers second.” 

Herb ...

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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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The Business Case for Contact Center Performance Management

Recent benchmark research conducted by Ventana Research on next-generation workforce optimization found that more than three-quarters (78%) of businesses ranked improvement in both contact center and agent performance as very important. Modern contact center performance management systems can rapidly assemble information and deliver insights that enable managers to understand agent performance and choose the best course of action to maximize their effectiveness, thus improving the entire center’s performance.

 

Download your complimentary Contact Center Performance Management eBook authored by...

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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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Chris Morrissey Promoted to President of VPI

CAMARILLO, CA — VPI (http://www.VPI-corp.com), the leading global provider of contact center and public safety 911 call recording, analytics and performance management software solutions and services, today announced that Chris Morrissey, who has served for the past nine years as VPI’s executive vice president of sales and marketing, has been named president of the company, effective immediately. With Morrissey at the helm, working closely with the founding owner and CEO Andrew Marsh, VPI gains renewed unity of focus on current and emerging market needs met with technical innovation and...

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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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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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VPI VirtualSource Virtual Agent Call Automation Solution Wins Ventana Research Award for Customer Technology Innovation

 

VPI (http://www.VPI-corp.com), the leading global provider of contact center workforce optimization solutions, todayannounced that Ventana Research, an esteemed benchmark research and advisory services firm, has selected VPI VirtualSource as this year’s Customer Technology Innovation Award winner. The prestigious awards distinguish pioneers that have developed clear visionary and transformative technology. The Technology Innovation Awards showcase what technology vendors have done to advance the potential of their applications and technology to drive better productivity and outcomes.

VPI...

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Top 5 Most Downloaded Call Center Optimization Guides of the Year

As you prepare for success in the year ahead, we thought that you and others in your organization would be interested in reading some of the year’s best, most popular educational white papers from the VPI Contact Center Optimization Resource Center. They’re packed full of great cost saving and profit boosting ideas. Enjoy!

Navigating Call Recording Law

Navigating Call Recording Law

Authored by analyst Dick Bucci from Pelorus Associates

Learn about the many new and evolving call recording laws, regulations, and industry standards that most profoundly affect contact centers and what you can do to avoid problems. Download here!...

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VPI Awarded Prestigious Frost & Sullivan Customer Value Leadership Award for Intelligent Virtual Call Agents

Frost & Sullivan Virtual Call Agent AwardVPI today announced that it has been recognized with the Frost & Sullivan 2013 North American Customer Value Leadership Award for its leadership in enhancing the value that its customers receive, beyond simply good customer service that leads to improved customer retention and, ultimately, expansion of the customer base. The award is based on Frost & Sullivan’s recent analysis of the virtual agent application market. Virtual agents have introduced a new range of self-service capabilities into the contact center.

VPI built its reputation in the contact center workforce optimization market,...

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Know The Real Truth on Agent Performance and Workforce Optimization?

And have you really done what it takes to win the battle for customers?  Check the latest article from Ventana Research to find out.  

There is a lot of buzz around deploying systems and processes for multi-channel customer communications and self-service as a path to earning customer trust, loyalty and repeat business.  That is certainly commendable…but did you know that over 90 percent of customer communications are still over the phone?  Most people continue to prefer getting help by talking to people. Yet, Ventana’s research shows that many companies are still immature in managing their...

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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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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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Smokin’! VPI rated a “Hot Vendor” in Ventana’s 2012 Value Index for Contact Center Agent Performance Management

VPI Receives Hot Vendor RatingYou’re probably familiar with Ventana Research and its highly acclaimed annual Value Index.  Ventana prides itself on providing insights and best practices guidance based on rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The Ventana Research Indexes provide research-based business and technology guidance to businesses. I would imagine that every solution provider wants to feature prominently as a Ventana Index category leader – the designation carries some serious weight and helps bring the very best...

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Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes

QATCBoosting customer satisfaction is more important than ever before. Consumers today live in an instant gratification society and are not only choosier with how they spend their money, but also demand an exceptional customer experience. Now's the time to take control and learn how to improve customer satisfaction and reduce operating costs by reading VPI's article on 'Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes," which has been featured as the top story in the Quality Assurance & Training Connection (QATC) newsletter.

Quality Assurance 2.0: Using Analytics to Focus QA on...

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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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