VPI Develops Reliable Contact Center Recording Software and Robust Contact Center Reporting Software

Accelerate contact center performance with real-time insights.

VPI PERFORMANCE™
Performance Management
Contact Center ACD Reporting Software Resources

With VPI PERFORMANCE, we can measure anything that we track - from all of our sites and home agents.

- Lou Orsi
1-800-Flowers.com

Please fill out this form to get the VPI PERFORMANCE Performance Management Reporting fact sheet

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

VPI PERFORMANCE is proven to rapidly boost contact center performance and operational effectiveness – enabling you to discover, diagnose and manage issues before they have a chance to adversely impact customer satisfaction.

Why VPI’s Performance Management Software is better.

bullet Web Dashboards, Reports and Desktop Tickers deliver real-time performance metrics.
bullet Consolidates performance data from multiple contact center systems and sites.
bullet Automated E-Learning and Alerts rapidly address skill gaps.

Metrics

VPI PERFORMANCE collects, processes and presents consolidated telephony, performance, and business metrics in real or near-real time, in the context and format appropriate for each user. 50 metrics are available out of the box, others can be easily added as needed. Timely display of metrics can dramatically improve performance and accountability – enable agents to self-monitor and self-correct in real time. Management can now identify and promptly correct performance gaps, rectify potential problems, and capitalize on opportunities.

ACD Metric examples: # of Inbound Calls, Average Speed to Answer, % Calls Handled, Average Handle Time, Average Wrap Time, Occupancy
Dialer Metric examples: # of Outbound Calls, Calls Per Hour, Average Handle Time, Utilization, Total Talk Time
WFM Metric examples: % and number of agents in Adherence, % and number of agents in Conformance

 

My Metrics view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds“My Metrics” view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds.

Reports

VPI PERFORMANCE™ Reports deliver vital performance information and highlight where adjustments need to be made on an agent, group, or site basis. Managers can view real-time and historical performance metrics, consolidated across multiple systems and sites, which may include virtual contact centers, and outsourced and remote agents. These web-based reports allow you to drill through the detailed data so you can quickly identify the root cause of problems or successes and spot opportunities for improvements.

The reporting framework in VPI PERFORMANCE provides a number of standard features, including:

 

Web browser-based reporting
Real-time auto-refresh
Drill-through via hyperlinks
Printable views and export to Microsoft Excel
Group security model to limit access to user-based data
User-selectable date ranges with quick access to common periods such as today, yesterday, this week, last week, this month, last month
Ability to link to report views directly from dashboards

 
Make Better Decisions with Powerful Root Cause Performance Analytics
 
VPI PERFORMANCE Web-based reports allow you to conveniently access, analyze and drill through data to quickly identify the root cause of problems or successes and make prompt tactical adjustments based on actual customer responses and employee performance.
 

Deliver the right information to the right person at the right time with employee desktop dashboards, tickers and scorecards.
Discover a problem and diagnose its root cause in a few mouse clicks – easily access and interact with the data within the highly customizable Web portal-based dashboard, using dynamic reports that can present both telephony and business data and allow you to drill from high-level summaries through layers of information on sites and teams, all the way down to individual agent information.
Visualize and analyze any pre-defined or custom Key Performance Indicator (KPI) via reports and scorecards.
Automatically share business intelligence with every department in your organization, including Marketing, Sales, Operations, Finance and IT – clearly showcase the value of the contact center to your business!
Protect Sensitive Information with role-based and privilege-based security.
Continuously align your workforce with corporate and operational goals – implement business rules to automatically send targeted alerts to the right people at the right time to ensure your objectives are met.

 

VPI PERFORMANCE provides an extensive menu of customizable reports that draw and consolidate data from your source systems.  The image shown presents a collection of data from Avaya.VPI PERFORMANCE provides an extensive menu of customizable reports that draw and consolidate data from your source systems. The image shown presents a collection of data from Avaya.

Scorecards

VPI PERFORMANCE™ Scorecards empower employees to improve by presenting up-to-the-minute statistics that indicate how they are tracking to their performance goals. VPI PERFORMANCE comes standard with two Web-based scorecards - one for agents and one for managers. Scorecards are easily accessible from the dashboard and deliver a customizable, KPI-centric view of both current and past performance results. VPI makes it easy to add additional, custom scorecards and additional KPIs to scorecards without the need for IT involvement.

 

Scorecards deliver a Key Performance Indicator (KPI)–centric view of both current and past agent performance in relation to specific goals and group performanceScorecards deliver a Key Performance Indicator (KPI)–centric view of both current and past agent performance in relation to specific goals and group performance

Tickers

VPI PERFORMANCE provides interactive, real-time, multi-view, “always on” tickers, displayed either via Web-based portal pages or docked to the top of agents’ and managers’ desktops, displaying mission critical contact center information and performance statistics.

Individual and group metrics, sales data, messages, links to training, FAQs and other content that help drive performance
Can be customized and sized to have minimal impact on desktop real-estate
Color changes can be instituted based on thresholds to alert users to changing conditions
Integrated with workforce management, quality monitoring, customer satisfaction survey, email, and chat systems – displaying user selected data from each system

 

Color coding in tickers immediately drives attention to above-threshold performance (green) and inadequate performance (red)Color coding in tickers immediately drives attention to above-threshold performance (green) and inadequate performance (red)

Coaching

Expedite performance improvements through automated, targeted intervention. Automate your feedback and coaching process and empower your front-line employees and supervisors to be highly effective.

 

Drive ongoing performance improvements – provide immediate, personalized feedback via employee desktop tickers, Web-based scorecards, just-in-time messaging, alert notifications and more.
Automate coaching by rules-based triggering from Scorecard results – just-in-time information empowers agents to thrive and excel.
Deliver personalized training directly to agents’ desktops to maximize effectiveness – agents learn at their own pace at their workstations, which not only boosts job satisfaction but also reduces operating costs by minimizing time spent away from customers.

 

Tickers can be used for notifications and fast access to assigned training and coaching contentTickers can be used for notifications and fast access to assigned training and coaching content

 
 

VPI COACHING Product Fact Sheet

Messaging and Alerts

VPI PERFORMANCE™ Messaging enables you to send and track timely messages, immediately or via business rules, to the desktops of single or multiple agents.

Deliver information to the right people at the right time – enable immediate and improved communication, eliminating confusion, and creating informed agents who are better equipped to succeed.
Increase revenue – improve agents’ ability to up-sell and cross-sell by delivering information on the progress of campaigns and highlighting sales opportunities
Control costs – increase managers productivity by automation of notifications, save time by removing the task of sifting through nonessential email to find the messages you need

 

Messages can be set up for extended-time display, for multi-message rotation, or to require agent acknowledgement.  They can be displayed in real-time tickers, sent as pop-ups, or shown on Web portal pages.Messages can be set up for extended-time display, for multi-message rotation, or to require agent acknowledgement. They can be displayed in real-time tickers, sent as pop-ups, or shown on Web portal pages.

Integrations

VPI has developed proven real-time and historical data integrations with the majority of inbound ACD, outbound dialer, workforce management and CRM systems. Certified integrations include:

 
Avaya

Avaya, Inc. is a premier, market leading developer of business communication solutions. The company provides unified communications and contact center technologies and related services directly and through its channel partners to leading businesses and organizations around the world.

VPI, Avaya’s Gold DevConnect partner for over a decade, provides proven, certified recording, data collection and reporting integrations to Avaya’s TDM and VoIP communication platforms. VPI’s call recording products are available from numerous Avaya PBX resellers around the world.

> View Integration Info
 
Cisco Systems

Cisco Systems, Inc. is a progressive, globally acclaimed organization that designs, manufactures, and sells Internet Protocol (IP)-based networking and other products to the communications and IT industry worldwide, across all businesses sizes and a variety of industries. It serves the market through systems integrators, service providers, resellers, distributors, and retail partners

VPI, a dedicated Cisco Technology Developer Program Partner, has teamed up with Cisco for several years to deliver state-of-the-art voice recording , data collection and advanced reporting solutions, via certified integrations of Cisco’s VoIP communication systems with VPI’s recording and performance management applications.

> View Integration Info
 
Zeacom creates clever communication solutions that allow businesses and organizations to improve inbound and outbound customer contact through every possible channel.
> View Integration Info
 

Customer Success

1-800 Flowers.com® Increases Operational Efficiency with VPI’s Agent Productivity Software

With a total of nine sites – five internal throughout the United States and four outsource partners – and up to 2,000 agents working at peak periods, 1-800-Flowers.com has tackled all the challenges inherent to businesses operating large, multi-site contact centers.

> See how they did it
American Century Investments Optimizes Client Experience with VPI's Analytics-Driven Quality Assurance and Performance Management
> See how they did it
Boost the Quality and Performance of On-Premise and At-Home Agents with VPI EMPOWER software
> See how they did it
Market Leader Increases Productivity with VPI PERFORMANCE
With 80 percent of Market Leader's employees being in the contact center, it is the heart of the organization. The company needed to streamline its reporting processes and empower agents to track their performance and make their own improvements. Here is how VPI helped Market Leader go from manual mess to high-tech success.
> See how they did it
PNC Bank Optimizes Call Center Performance with VPI's Avaya Workforce Optimization and Performance Reporting Solution

PNC Bank is a thriving financial services organization that serves the retail, business and corporate markets. The company needed to improve agent performance and enterprise performance reporting - a critical element in the financial services industry. With Avaya and VPI's Avaya Workforce Optimization solution, PNC is seeing tremendous results.

> See how they did it
UpSource Implements VPI EMPOWER: Achieves Double-Digit Increases in FCR and CSAT in Just Six Months
UpSource, Inc. is a premier provider of outsourced sales, support and technology services with locations in New Bedford, Massachusetts; Seminole, Oklahoma; and Nova Scotia, Canada. UpSource needed to closely monitor and drive improvements in first issue resolution rates and customer satisfaction scores. UpSource selected VPI EMPOWER suite of contact center workforce optimization software solutions for optimization of performance reporting and close monitoring and improvement of customer satisfaction.
> See how they did it