VPI - Enhancing and Providing Visibility into Genesys Contact Center Solutions

In today's competitive marketplace serving sophisticated, well-informed customers, companies must differentiate by delivering a proactive, truly exceptional customer experience. Contact center interaction technology choices range from efficient self-service to fully personalized service from contact center agents. No matter how customers choose to contact the organization, Genesys' powerful contact center technologies optimize each interaction - offering choice, convenience and a consistent service experience.

Clearly, the resulting benefits are improved contact center efficiency with reduced infrastructure and manpower costs, decreased customer frustration and improved loyalty, and the ability to exploit new revenue opportunities.

VPI's 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.

With VPI's true docked dashboards, contact center agents and supervisors can view valuable performance metrics right on their desktops in real-time, collected from a combination of Geneys and VPI systems, in order to drive intra-day performance improvements on agent level .

Genesys offering is enhanced by the complementary value of VPI's:

• Performance Management – gain unified access to real-time performance metrics from VPI's Activ! applications and Genesys data mart reports. Leverage real-time intelligence on intra-day success of specific agents to enhance Genesys intelligent call routing.
  
  
• Quality Management – intelligently select, review and leverage your most important customer interactions for focused, fully customizable assessment, tracking and proactive improvement of agent quality.
  
  
• High-volume Call and Screen Recording – enable automated, dynamic data sharing between recorded interactions and other applications, for validation of customer experience.
  
  
• Speech Analytics - bring structure to customer interactions, allowing for insights that point to the best solutions for process improvements, correction and prevention of operational issues, insights into marketplace trends and competitive opportunities.