Capture, Analyze and Optimize Everything.
Mix and match the modular solutions you need.
Centralize, unify and consolidate recording of your contact center calls, screens, emails and Web chat across sites, networks, Voice Over IP and TDM communications platforms with VPI CAPTURE. Automatically tag data and events from 3rd party systems like CRM and Helpdesk apps to recordings for automated classification and actionable analysis centered on key business issues.
|Comply with strict PCI-DSS or HIPAA data privacy protection standards.|
|Instantly pull up recent calls or monitor live calls even on mobile devices!|
|Get fast insights with VPI’s interactive reports, real-time tickers and automated alerts.|
How much time and labor would it take for you to truly understand what’s going on in your customer interactions? VPI efficiently analyzes your call audio and uncovers the insights you need to make better informed decisions.
|Find calls by spoken keywords or phrases without needing to know the exact words you customers might be saying.|
|Automatically categorizes calls related to topics important to you such as customer complaints, escalation requests and competitor mentions.|
|Monitor script compliance verification|
|Identify at-risk customers and improve first contact resolution|
Quickly and easily improve the value and efficiency of your QA program by automating call selection and scoring workflows with VPI QUALITY. Benefit from:
|QA Evaluator To-Do Lists eliminate wasteful hunting and pecking for coachable calls by defining rules to target the assignment of important calls worth listening to.|
|Flexible QA forms that automatically assign agents Coaching Non-technical users can easily create QA forms and assign automated actions to questions to trigger desktop eLearning, coaching, reminders and alerts to front-line employees and managers according to results of evaluation questions.|
Turn insights into agent knowledge gaps or performance lapses into improvement opportunities with VPI COACHING automatically and consistently. Define rules and thresholds that trigger personalized selection of coaching and E-learning content for each agent. Optimize the timing of learning sessions by integration with workforce management schedules. Monitor status, progress, and results of all agent learning to deflect problems and capitalize on opportunities.
Quickly and easily uncover performance bottlenecks, process flaws, root causes of agent or customer dissatisfaction and best practices for success. VPI PERFORMANCE lets you securely access your real-time metrics and trend reports from virtually anywhere, courtesy of a Web-based interface. Easily define the metrics you want to track, using combined data from your ACD, Dialer, QA, CRM, WFM, service ticketing or even your own in-house applications. Quickly cut through the clutter with color-coded real-time tickers and drill-through charts, reports, heat maps, and scorecards.
Deploying and maintaining the right workforce levels can be extremely challenging without the best enabling technology. With the ultra-accurate VPI FORESIGHT workforce management system, you can automate your entire forecasting, scheduling and adherence monitoring, regardless of the amount of complexity involved in your employee locations, shifts, skills, customer contact channels, time zones or type of work. Whether you have more than 5,000 agents or less than 50, VPI provides the cost-effective flexibility to manage your contact center at the lowest possible operating cost.
What if you could have an inexpensive, easily scalable group of agents who are always accurate and polite with callers and dont need to take breaks or ask for a raise? Our revolutionary VPI VirtualSource gives you just that it is a pay-as-you-go, hosted, PCI-DSS certified solution that leverages conversational virtual agents powered by Artificial Intelligence to effectively automate a wider variety of inbound and outbound call types at one-fifth the cost of live agents. Virtual agents off-load the mundane and repetitive tasks that drive costs and negatively impact agent satisfaction at customer satisfaction rates comparable to live agents.