Accelerate Contact Center Performance and Operational Effectiveness with Real-time Performance Management
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.
Web Dashboards, Reports and Desktop Tickers deliver real-time performance metrics.
Consolidates performance data from multiple contact center systems and sites.
Automated E-Learning and Alerts rapidly address skill gaps.
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
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
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™ 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.
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
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.
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:
Aspect Software, Inc. is a global software and IT services firm. It provides call center unified communications - software and equipment for handling customer service requests, optimizing workforces, and offering customer self-service functionality.
As a dedicated Aspect Technology Alliance Program Partner, VPI coordinates its call recording and performance management product strategy and architecture with Aspect, to help organizations execute on their unified communications strategies. By delivering the needed capabilities in a scalable, software-based platform, the joint unified communications management solution eliminates the complexity and cost associated with traditional contact centers.
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.
VPI and Avtec have developed an advanced integration of VPI’s recording technology with Avtec’s Scout VoIP console system for streamlined, software-only recording. Avtec is a leading provider of mission-critical dispatch console systems in North America with a suite of innovative VoIP and TDM systems that support multiple radio and telephony technologies. The certified integration of VPI CAPTURE with Avtec‘s Scout console system results in the capture of IP traffic directly from the console system, eliminating the need for spanning ports or managed switches. The integrated solution provides significant advantages over other offerings currently available. There is virtually no impact on network resources due to our direct connection to the Scout console system. VPI CAPTURE achieves superior audio quality and simplifies network design without the need to identify tap points required by other solutions.
Cicero provides businesses the ability to maximize every interaction from intra-company back office applications to those that take place between employees, customers and vendors while extending the value of the best of breed applications in which businesses have already invested.
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.
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company, provides leading software to business and government organizations in 80 countries to manage customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources - self-service, assisted-service and proactive outreach - fulfilling customer requests, optimizing customer care goals while efficiently using resources.
VPI's integrated recording and performance management solutions naturally complement and extend the reach of Genesys contact center offerings, to provide mutual customers the advantage of a complete, optimized solution, with real-time visibility into the wealth of actionable intelligence.
Inova Solutions is a global provider of real-time information systems, such as call center reporting software and hardware, emergency notification systems for schools and universities, and Power over Ethernet (PoE) network clock systems.
Mitel Networks is a high-tech company providing unified communications solutions for business organizations. The company previously developed TDM PBX systems and applications but after a change in ownership in 2001, it now focuses almost entirely on Voice-over-IP (VoIP) products.
VPI has been a dedicated Mitel (formerly Inter-Tel) integration partner since 1998. VPI’s Mitel-certified recording solutions have been implemented around the world, sold and supported by over 400 Mitel offices as a complement to Mitel’s product offerings or as a stand-alone solution.
NEC Corporation is a Japanese tech giant that provides a broad range of IT products and services, including enterprise computing products, networking equipment, broadcasting systems, aerospace and defense system and numerous others. NEC is poised to play a vital role in the multimedia age, providing solutions through enhanced C&C (the integration of computers and communications) products and services.
VPI is NEC’s Univerge partner – its digital call recording products have been NEC Fusion- certified since 1998, to provide reliable, feature-rich recording of NEC’s voice communication platforms to both, enterprises and SMB organizations.
Nortel Networks Corporation, formerly known as Northern Telecom Limited and sometimes known simply as Nortel, is a multinational telecommunications equipment manufacturer. Nortel-developed technologies include a variety of telephony (voice) equipment, optical fiber, local wireless, and multimedia. In June 2009, Nortel's CDMA wireless business and LTE access technology was acquired by Ericsson. The Enterprise Solutions business unit, including the shares of Nortel Government Solutions and DiamondWare, was purchased by Avaya.
VPI, a Nortel Open Developer Partner, has developed recording solutions that seamlessly integrate with multiple Nortel telephony platforms, both TDM and VoIP - through these integrations, VPI ensures that organizations are able to effectively leverage VoIP recording solutions to capture, evaluate, analyze and improve multimedia interactions over converging networks.
Pipkins is a leading supplier of workforce management software for commercial call centers, providing sophisticated forecasting and scheduling technology.
Remote Data Storage, LLC. (RDS) is a provider of secure, reliable storage and backup solutions for a business' most valuable asset, their data. Located in southeastern Washington State, RDS is locally owned and operated with our headquarters in the beautiful Walla Walla Valley. RDS has positioned itself in small to medium sized markets with emphasis on excellent service and offers a total solution for a secure and affordable backup system. The exploding need for remote data storage and backup in today's business environment positions RDS as the logical solution provider.
Siemens AG is Europe's largest electronics and engineering conglomerate with headquarters in Germany. Siemens Corporation is the US holding company for Siemens AG – it manufactures and services a wide array of products from three major businesses: Industry (transportation, building, water treatment, and lighting); Energy (fossil fuel, renewable energy, power transmission, and distribution); and Healthcare (imaging and diagnostics).
In partnership with Siemens, VPI has provided integrated recording systems with Siemens communication and security technologies for nearly a decade, improving operational efficiency of organizations of all sizes.
Speakerbus Group plc is a privately owned communications technology developer and manufacturer headquartered in the UK with offices across Europe, the U.S. and Asia. Established in 1984, Speakerbus has built a solid reputation for supplying the world’s leading financial organisations and government and defence sectors with global voice and video communication solutions.
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