Unified Contact Center Reporting: An Interview with Telecom Reseller

I always enjoy talking to industry media and analysts about the newest products and services from VPI. On that note, I recently had the pleasure of speaking with Doug Green, the editor and publisher of Telecom Reseller. Doug and his readers wanted to learn more about VPI Performance’s unified contact center reporting capabilities and how our customers are using them to improve decision-making across the company.

As you know, many companies view their contact centers as a necessary, but expensive, requirement of doing business. They often don’t see the revenue-generating aspects of the centers, nor do they have easy access to data that could help make the centers more cost-effective.

VPI Performance brings together critical data from across multiple sites, multiple channels including ACDs and dialers, as well as other data sources like QA, CRM, WFM, service ticketing, and even your own in-house database. The solution then creates unified reports and personalized, real-time views into that data. The key phrase here is “real-time.” Now managers from across the enterprise have immediate access to data that they can use to make time-sensitive decisions about productivity, costs and efficiency. And they can access it from a variety of platforms, including web-based dashboards, reports, and tickers for viewing on PCs and TV monitors around the contact center, as well as on mobile devices.

Listen to the podcast to hear my full conversation with Doug, including our discussion of how 1-800-Flowers.com and Verizon Business leverage the power of VPI Performance’s unified contact center reporting to increase sales and revenue, and how they realized ROI within 60 days of implementation.

Let us know what you think about unified contact center reporting and how we can help you improve your reporting capabilities.