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Avaya and VPI, a dedicated Avaya DevConnect Select Product Partner, have teamed to help organizations of all sizes implement VPI's Avaya tested call recording, call center reporting and workforce optimization (WFO) software solutions to affordably capture, evaluate, analyze and improve multimedia interactions in Avaya environments.
VPI, in cooperation with Avaya for over 15 years, has fully integrated its award-winning VPI CAPTURE Call Recording and Quality Monitoring with Avaya Aura, Avaya Aura Communication Manager, Avaya Aura Application Enablement Services, Avaya Proactive Contact predictive dialing system and Avaya IP Office, and its VPI PERFORMANCE Contact Center Reporting Software with Avaya CMS and Avaya Proactive Contact predictive dialing system.
VPI’s dedication to understanding and meeting the needs of its has resulted in the development of VPI EMPOWER™. This easy to use, feature-rich suite of modular workforce optimization software applications works with Avaya communications platforms to provide call recording, quality monitoring, analytics, performance management reporting and E-Learning to give organizations the power to proactively manage contact center operations and intelligence – in order to optimize processes, boost productivity, enhance customer loyalty, minimize risk, and ensure regulatory compliance throughout the enterprise.
The VPI EMPOWER Workforce Optimization (WFO) solution is comprised of the following mix-and-match software applications:
VPI CAPTURE is the most progressive, ground-breaking Avaya compliant-tested call audio and screen recording solution available today. Highly reliable, easily implemented and remarkably effective in virtually any environment, VPI CAPTURE can record multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations. VPI’s robust Avaya compliant call recording solution can be cost-effectively customized, scaled and adapted to meet the evolving demands of organizations of all kinds – from small and medium-sized contact centers to global enterprises employing any combination of in-house and remote employees.
VPI’s Avaya complliant call recording technology is available in both advanced Avaya compliant multi-registration call recording, which does not require any dedicated span ports, and flexible Avaya compliant passive span call recording configurations.
|Click here to download the VPI Avaya Compliant Multi-Registration Call Recording Datasheet|
|Click here to download the VPI Avaya Compliant Passive Span Call Recording Datasheet|
VPI’s VPI PERFORMANCE™ Avaya compliant call center reporting software has the ability to collect and consolidate real-time and historical performance information from one or multiple Avaya Call Management Systems, Avaya Proactive Contact and other CRM, QA, WFM, help desk ticketing and home-grown systems throughout the enterprise, delivering it directly to the desktops of contact center agents, managers and executives. VPI PERFORMANCE Avaya compliant reporting software is knowledge on tap for the contact center, designed to optimize agent performance and to significantly reduce contact center operational costs.
There is a constant need for increased agent productivity, faster response times, monitored service quality and reduced operational costs in today’s contact centers and throughout the enterprise. To meet these requirements, VPI’s VPI PERFORMANCE Avaya compliant call center reporting software has the ability to access data from Avaya CMS, Avaya Proactive Contact and other data sources via VPI’s proprietary data connectors and deliver critical real-time key performance indicators to the right people.
|Click here to view a list of Call Center Reports for use with Avaya Call Management System|
|Click here to view a list of Call Center Reports available for Avaya Proactive Contact|
We switched to VPI and it has been a world of difference from our previous system. It is very user friendly and customizable for our different levels of users. Support has been excellent too.
We couldn’t be more pleased with VPI. We used to struggle to perform 90 QA checks per month. Now we are at 1,680 QA evaluations per month, and keep increasing. Our staff loves it.
We have been 100% satisfied so far and are very happy we have VPI’s recording product for our PSAP center.