VPI Offers Robust Avaya Reporting Software to Enhance Avaya CMS Reporting.

Enhance your Avaya CMS call center reporting with VPI PERFORMANCE.

VPI PERFORMANCE™
Call Center Reporting

Mutual Customers

American Suzuki Motor Corporation
Cemex
Chicago Transit Authority
CNN / Turner Broadcasting
Lockheed Martin
Norfolk Southern Corporation
Orange County 311 (FL)
PNC Bank
Protection One
Qualfon
Seattle Children
Sony
Stewart Title
United Airlines

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VPI PERFORMANCE Solution Benefits for Avaya CMS

VPI PERFORMANCE Reporting for use with Avaya Call Management System (CMS)

VPI, a dedicated Avaya DevConnect Partner since 2002, has fully integrated its award-winning VPI Performance real-time reporting and performance management software with Avaya Communication Manager. VPI Performance consolidates and presents real-time information to empower contact center managers, supervisors and agents in several integrated ways to help them make better, quicker decisions with actionable, targeted performance and business intelligence. Included are 18 reports for Avaya CMS, over 40 metrics for use in customizable scorecards and desktop tickers, and a messaging and alerting capability.

This functionality supplements the Avaya Communication Manager platform greatly and has been a valuable asset to Avaya customers in achieving their objectives.

What VPI PERFORMANCE Offers Beyond Standard Avaya CMS Reporting Capabilities

Gather Performance Information from Additional Contact Center Systems — VPI PERFORMANCE Avaya compliant call center reporting software can bring in meaningful data and metrics from other sources in addition to Avaya CMS – including other business systems (CRM, ERP, WFM, etc.) and other VPI modules (Quality, Coaching) and in a timely and relevant manner for each user – to give you a fully consolidated view of your contact center operations.
No Limitation on the Amount of Data Collected or How Long it is Stored — managers can do true historical reporting, giving them insight into trending over time, or simply giving them the option to pull reports on older data. With VPI PERFORMANCE, interval-based reporting data is retained indefinitely vs. the shorter 30-day or 45-day options currently available in Avaya CMS.
Easily Report Across Multiple Teams Across Multiple Queues, Multiple Locations and Even Multiple Avaya Call Management Systems — Managers get a single, holistic and enterprise-wide view of their contact center operations.
Create Custom Metrics based on Avaya CMS and Other Contact Center Data to Meet Business Objectives, then report on those metrics displayed in a variety of formats including real-time Web dashboard charts, scorecards and desktop tickers. No need to rely on raw Avaya CMS reporting data alone.
Presents Information Instantly in Real-time — no need to rely on IT or reporting analysts to pull together information, by downloading it, adding to Excel, and preparing for management.
Off-loads the Burden on the Avaya CMS Server — all reporting is performed within VPI Performance.
Create Flexible Grouping Structures to Report on Groups and Teams in any Manner that Makes Most Sense to the Business — managers are not to seeing reports by a single queue only. For example, most contact centers will have a team of agents that handle calls from multiple queues. VPI reports give managers a true view into an individual agent’s performance.
Create a Flexible, Hierarchical Grouping of Split/Skills — Allows users to reorganize and consolidate data across multiple splits. Multiple hierarchies can be created to provide different views of split data. This is helpful when split/skills are created by IT and don't directly map to business measurements)
Reports Present a Historically Accurate Representation of an Agent’s Group Assignment — team data is retained as agents are moved to different teams.
All Group and Agent Data can be Controlled and Dispersed Based on User Profiles and Permissions — this type of reporting flexibility is extremely powerful to customers.
Web Browser-based Interface has a Minimal Desktop Footprint
Ability to Deliver Targeted Alerts, Notifications and Optional E-Coaching Assignments based on Performance Thresholds to promptly correct performance gaps.
 
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Top Benefits of VPI PERFORMANCE Call Center Reporting for use with Avaya CMS
Screenshots of the Out-of-the-Box Reports included with VPI PERFORMANCE for use with Avaya CMS

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VPI Customer Ratings and Reviews

VPI has been a great investment from the very beginning. VPI's implementation, training and continued support is top notch. We look forward to a long rewarding relationship with VPI.

Roger Gallup Support Manager, Zoll Medical Corporation
Zoll Medical Corporation Customer Succes 5 Star Quote

VPI is the perfect fit. They’re a partner who listens and really cares. We’ve come to rely on VPI’s call recordings – they’re always there when we need them and the software interface is super easy to use.

Brandon Olsen Technical Project Manager, Black Hills Energy
Black Hills Energy Customer Succes 5 Star Quote

We have easily doubled our QA productivity with VPI. You can't afford not to use this software.

Jack Fuller Crew Manager, Norfolk Southern Corporation
Norfolk Southern Corporation Customer Succes 5 Star Quote