Optimizing Customer Experience with Virtual Agents

Learn how you can now automate a much broader range of your call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs and even some human agents. You’ll also learn how several world-class organizations are already using conversational virtual agents to lower costs, improve customer experience and gain a strong competitive advantage.

Powerful Cisco Reporting for UCC Contact Centers: A Straumann Customer Case Study

Complimentary Webcast: How to Fix Your Reporting and Become a Call Center Hero

Many contact centers today are drowning in data. They’ve evolved into a wide assortment of disparate systems designed to manage and measure customer experience, where managers are forced to wade through vast quantities of data from siloed reports that are spewed out by each system or exported into tedious spreadsheets. Managers are frustrated and thirsty for timelier, more actionable insights. In order to survive and compete, it’s crucial for contact center managers to have solid, consistent insights into the performance of their contact centers as a whole, across multiple channels and sites. Fortunately, as a result of recent innovations in performance management technology, contact center leaders no longer have to struggle with reporting.

Experience VPI’s Award Winning EMPOWER v5.2

Quality and Performance Demo

• You and your team are invited to learn how VPI's latest software version release VPI EMPOWER 5.2 will help your organization more effectively capture, analyze and leverage multimedia interactions to improve workforce performance, build customer loyalty, minimize risk, and ensure regulatory compliance. 

• VPI’s flexible, open architecture system runs on standard industry hardware, is cost effective and includes robust features that will enable you to leverage powerful data associated with interactions like never before.

Transitioning from Old to New Call Center Reporting

Watch the Webcast to review the findings from Ventana Research’s new benchmark study of 273 organizations and learn how leading contact centers are transitioning from tedious, inaccurate and siloed reporting to real-time, consolidated reporting.

Demystifying Contact Center Analytics: What to Choose and When

Learn more from Ovum and VPI about three of the most commonly evaluated and used contact center analytics solutions – performance analytics, desktop analytics and speech analytics.

Using Analytics to Boost the Value of Your QA Program

Join this Webcast to learn how to get more value from your QA program by automating low-value tasks and classifying interactions by their business value to improve the customer experience and grow revenue.

CRMXchange Virtual Call Center Conference

Hear Mohan Nair, a proven six sigma black belt, explore many of the misunderstood, forgotten elements of the original Lean Six Sigma model and foundational practices that comprises a good quality assurance program within contact centers.