VPI EMPOWER Contact Center Recording and Workforce Optimization Software Solution Wins Prestigious Product of the Year Award from Customer Interaction Solutions® Magazine

VPI, the premier global provider of contact center recording and analytics, quality assurance call monitoring and workforce optimization software solutions for enterprises, trading floors, government agencies, and emergency service providers, announced today that VPI EMPOWER has received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

"I am pleased to honor VPI for its hard work and success. VPI has displayed true innovation and excellence in the development of its VPI EMPOWER suite of analytics-enhanced contact center recording, call center quality assurance and workforce optimization solutions, and is dedicated to improving the contact center experience as well as the ROI for companies that use them," said Rich Tehrani, CEO, TMC.

VPI EMPOWER is a powerful, modular suite of Web-based contact center recording software and contact center optimization solutions, comprised of applications for multimedia communications recording and contact center analytics, quality evaluation, electronic learning and call center coaching, and real-time call center performance management. VPI EMPOWER marks a radical departure from the conventional solutions currently available to contact centers. Built upon the foundation of VPI’s long-established, proven technologies, VPI EMPOWER leverages VPI Fact Finder™, a ground-breaking desktop screen analytics technology that automatically detects events and data directly from application screens being used by employees and tags them to appropriate points within recorded interactions. This enables automated classification and more meaningful, targeted quality assurance call monitoring focused on key business issues, such as customer churn, first contact resolution, missed up-sell opportunities, product issues, long hold and handle times, multiple transfers or escalations, and much more. VPI EMPOWER contact center workforce optimization software delivers a significant advantage in just weeks, with an easy-to-use product that requires minimal training.

"We are deeply gratified that VPI EMPOWER has been honored as Product of the Year for Exceptional Innovation by TMC’s Customer Interaction Solutions Magazine," said Patrick Botz, vice president of solutions marketing at VPI. "This prestigious award is a testament to VPI’s commitment to providing innovative, world-class digital and VoIP call recording, call center quality assurance, call center reporting and call center coaching solutions that enable organizations to rapidly and affordably maximize the potential and profitability of their customer contact center operations.