Accelerate Contact Center Performance and Operational Effectiveness with Real-time Performance Management
Real-time Web Dashboards, Reports and Tickers
Root Cause Performance Analytics
Consolidated Contact Center Reporting Software
Targeted Coaching and Notifications
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. VPI
PERFORMANCE™ contact center reporting
and analytics software collects and consolidates real-time
and historical performance information from multiple
telephony and business systems, delivering critical
key performance indicators (KPIs) in a timely and relevant
manner for each user. With a powerful combination of
real-time consolidated reporting, root cause performance
analytics, and targeted coaching and messaging, VPI
PERFORMANCE™ contact center reporting
software enables contact centers to drive continuous,
proactive improvement – crucial for cost containment
and profitability.
Simplify Decision-Making with Actionable, Real-time Consolidated Reporting
VPI
PERFORMANCE™ contact center reporting
software delivers vital performance information, highlighting
areas where adjustments need to be made on an agent,
group, queue or site basis.
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Managers can view real-time and
historical performance metrics, consolidated
across multiple systems and locations, which
may include virtual contact centers and outsourced
and remote agents.
Collect, consolidate, and present telephony, performance, and business metrics across multiple locations in real or near-real time, in the context and format appropriate for each user.
Easily mix and match to expand your capabilities – choose from a variety of integrated workforce management, IVR, quality management, speech analytics, customer surveying, email, chat and any other system that is relevant to you.
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.
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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.
Empower Your Employees to Quickly Adjust Behaviors and Correct Performance Gaps with Targeted Desktop Coaching and Notifications
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.
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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.
Experience a Rapid, Measurable Return on Your Investment
With timely access to actionable information, you can rapidly improve sales conversion, collections and quality of service while realizing significant savings in areas such as: agent attrition, quality scores, first call resolution, average talk time, idle time, sickness and absence, average hold time, and much more. Resulting enterprise benefits include increased productivity, customer loyalty, and revenue.
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Maximize performance and accountability with real-time employee performance desktop tickers and Scorecards – enable employees to self-monitor and self-correct in real time.
Make informed business decisions and clearly
expose the value of the Contact Center to
the business – with the ability to
incorporate key company objectives into agent
performance indicators, VPI
PERFORMANCE™ contact center
ACD reporting software is a valuable solution
to the challenge of ensuring that each and
every employee is working towards realizing
the strategic vision of the organization.
Access VPI systems directly or transparently via your other business or telephony applications – open APIs enable any level of customization and integration.
VPI
PERFORMANCE™ leverages
open architecture and is platform independent
– VPI's contact center reporting software
can reside securely behind your firewall and
work in harmony with your network operations.
Establish a Foundation for Quality Management and Performance Optimization
Recordings of customer interactions contain a vast amount of intelligence
about your processes, customer satisfaction, front-line employee
performance, revenue opportunities, and chances for improvement
of your strategic position in the marketplace.
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Immediately gain valuable insights and intelligence from your recorded data! With the VPI QUALITY™ quality management module, you can benefit from instant, automated delivery of call recordings for evaluation and training.
Accelerate your contact center’s performance and operational effectiveness by adding VPI’s integrated VPI PERFORMANCE™ module that delivers real-time insights to front-line employees and managers via Web-based scorecards, drill-through reports and real-time desktop tickers.
Easily mix and match to expand your capabilities with integrated modules for screen recording and analytics, Web-based quality assurance, electronic coaching, centralized messaging, performance management, contact center analytics and more.