Automatically Deliver High-Value Calls for Evaluation – evaluators receive “to-do” lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the call/screen recordings.
	Analytics-Driven Precision Quality Monitoring – implement rules to have VPI Fact Finder™ automatically tag and classify important calls for evaluation so you can quickly identify business issues and coach to opportunities for improvement. VPI QUALITY PRO™ call center quality assurance software can help you rapidly solve problems with customer retention, decrease operational costs, identify opportunities for revenue growth, and more.
	Evaluate Quality from Multiple Perspectives – evaluate agent quality, customer experience across multiple interactions, and the effectiveness of your workflow processes.

	Easily design, organize and categorize evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or IVR skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention.
	Quickly and objectively assess the quality and performance of local and remote agents using a unified Web-Portal based interface for evaluation and playback of synchronized call and screen recordings.
	Monitor and analyze the results of your Call Center Quality Management and Coaching using insightful, actionable reports and desktop tickers with data roll-up and drill-down options all the way down to playback of recordings, along with powerful visualizations for expedited, in-depth analysis of causes for quality problems or customer interaction excellence.

	Drive ongoing quality improvements – provide immediate, personalized feedback via employee desktop tickers, Web-based scorecards, and easy access to evaluation forms with related recordings.
	Deliver personalized training directly to agents’ desktops to maximize effectiveness and empower agents to thrive and excel by providing just-in-time information in the form of training flashes, quizzes, eLearning courses, educational tips, examples of best practices calls, compliance bulletins, and pre-shift announcements.

Gain valuable insights and intelligence from your contact center operations immediately! Benefit from instant, automated delivery of key performance indicators to the right people at the right time for analysis by leveraging VPI PERFORMANCE™ - VPI’s unique, real time performance optimization module that integrates seamlessly with VPI QUALITY PRO™.