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VPI’s intelligent recording, quality assurance and performance reporting solutions enhance the value of your telephony infrastructure and Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and service help desk applications in use by your customer-facing employees by automatically identifying and appending both types of data to each and every interaction that flows through the contact center. When implemented with VPI Fact Finder, the system automatically tags valuable data and events to interaction records and provides for classification, visualization and value-driven analysis - by customer tiers or IDs, case or ticket IDs and statuses, products, sales patterns, order cancellations, up-sale performance, and/or other parameters.
Now you can understand the context of each interaction and enhance your performance monitoring and analysis. When you can easily identify what happened during each interaction and how it turned out - its outcome - you are empowered to find revealing answers to diagnostic questions about your business performance. In addition to ad-hoc analysis, you can run business rules that utilize your data to take a variety of automated actions such as:
|Tag high-value recordings for quality evaluation|
|Set archival rules to retain needed recordings and purge others|
|Notify users of anomalies and tasks with automated alerts and messages|
|Identify patterns and recordings for a specific stakeholder for inspection|