Rely on VPI's Call Recording, QA and Workforce Optimization Solutions Industry

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Customer Reviews

VPI prides itself in offering quality service and the highest quality of call recording and workforce optimization solutions available. See what some customers are saying about VPI’s Products, Training and Service and Support. If you would like to send us your comments, please email us.

VPI gives us consistency in managing quality and reduces the complexity of reporting. It’s now all in one place! VPI EMPOWER delivers a rich feature set that makes real-time visibility into our contact center operations possible.

Qualfon - Fort Collins, CO

VPI's QA To-Do List is the coolest thing ever. Our QA analysts can just come to work in the morning and the calls are all lined up for them and ready to be evaluated. Much better than having to waste time and hunt and peck for coachable calls.
Qualfon - Fort Collins, CO

Just as FedEx’s customers depend on our technology for the success of their businesses, we depend on VPI’s technology to ensure a great customer experience.

Marlin Marty McElwain, FedEx - Memphis, TN

We experienced a rapid ROI and improved customer satisfaction within just a few months.

UpSource - North Sydney, NS

Community helped us increase agent adherence by 20% and absorb a 10% staff reduction without a decrease in SLAs!

Red Canoe Credit Union

We have easily doubled our QA productivity with VPI. You can't afford not to use this software.

Norfolk Southern Corporation

It allows us to do quality assessment with our customer service reps.
Computer Sciences Corp. - Austin, TX

With VPI we can now quickly and efficiently retrieve and send more call recordings as .WAV files to our clients, improving customer service and increasing revenues while doing so.

Jason Asp, Webb Interactive Marketing - Plain City, OH

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

Lou Orsi, - Westbury, NY

The reassurance offered by the product's reliability and ease of use gives us great peace of mind when managing both liability and quality, and the open architecture design plays an important role in allowing us to grow and introduce new technologies without the problems often associated with upgrading and interoperability.
Jon Drake, Legacy Texas

VPI was the only vendor that could meet our specific customer's requirements and within the tight timeframe as well. No other vendor was able to provide an integrated and all encompassing solution like VPI could. The VPI EMPOWER™ solution has been operating smoothly and its ongoing consistency continues today.

Mathew Chow, Arvato Services

We now have more customers calling in and asking to speak to a manager not to complain, but to say ‘you've got such a professional, polite and friendly team.' We attribute that positive feedback to our ability to listen to our reps interacting with customers using the VPI/Avaya solution and ensuring procedures are being followed.
Patrick Hogan, First American Home Buyers Protection Corporation - Van Nuys, CA

We are extremely satisfied with the VPI system. It provides trouble free reliability to our voice recording needs and is a great tool for training, and review for our customer service group.1

Berlex Laboratories, Inc. - Montville, NJ

We are extremely happy with our VPI CAPTURE's call recording and quality monitoring solution. Aside from the remarkable system, the team has gone above and beyond to meet all of our needs. We are very happy customers.

Susan Lily, IXIS Asset Management - Boston, MA

We are a licensed medical collection agency and we are heavily regulated by the federal government, so it's important that we're able to monitor our employees' calls and VPI gives us the tools to do that. It's very easy to use and our employees love it.

Patrick McIntyre , CMRE Financial Services, Inc. - Brea, CA

VPI is easy to contact, quick to respond, and their technical support is great. I am especially impressed with the technicians' follow-up to make sure the issues have been resolved.

Bargain Network - Santa Barbara, CA

The VPI system has added great value to our organization! It helps us gauge internal quality in a more meaningful and objective way.

Edwards Lifesciences - Irvine, CA

VPI CAPTURE's recording software reliably records all of our calls. We love the fact that the software interface is the same for recording, search and playback of both IP and TDM calls. We are very happy with the system and would highly recommend it to anyone.

Richard Heilbrunn, IMG - International Medical Group - Indianapolis, IN

Within the first week of having the VPI tools, my Quality Assurance team saw a productivity and efficiency increase of over 65%!

Mathew Chow, Arvato Services

VPI is the perfect system. It records all of our calls and it is very simple to go back and retrieve a call to listen to or to email to concerned parties. I can't see anybody not being happy with VPI's system. It does everything it says it's going to do. I just love it.

RobRoy Lee, The College Life Fund Division - Norcross, GA

VPI's desktop tickers are fantastic because they allow agents to self-monitor and to see how they’re doing on a daily and even hourly basis. This has created a positive, competitive environment.

Lou Orsi, - Westbury, NY

Having all of our key performance indicators right in front of us in real-time has really enhanced operational efficiency. It’s vital to find out early on instead of waiting until the end of the day, and now we can easily identify who our top performers are.

Lou Orsi, - Westbury, NY

We recently implemented VPI's new call monitoring and agent evaluation tool that offers actionable insight into customer interactions, and which is helping to populate the product and support knowledgebase. We record 100% of our phone calls, and randomly capture 10% of agents' screen interactions to see how they navigate through the ordering system. The new quality monitoring system is a considerable improvement over our former paper-based forms. It's more objective, and because it's electronic, we will be able to increase the frequency of our call monitoring and deliver immediate feedback. Monitoring feedback can be emailed to CSRs, who can then listen to the actual call.
Ross Garretson, Hunter Douglas - Broomfield, CO

Power South is a billion dollar company – 70% of our income is related to fuel sales.  Consequently, reliable recording of Energy Control Center’s calls that deal with fuel purchases and sales is critical for our business.  With VPI CAPTURE recording system, we have a peace of mind knowing that every call is recorded and can be pulled up for review or dispute resolution at a moment’s notice.

PowerSouth Energy Cooperative - Andalusia, AL

I don't know of any other product that can real time kick an agent in the butt and say hey, we need you on the phone.
Bruce Allison, Market Leader - Kirkland, WA

You guys are awesome. The whole upgrade, migration, reconfiguration to IP recording etc, flawless. A real joy to work with. And it has worked flawlessly ever since. We’ll be adding more lines in two weeks!
Integrys Energy Group - Chicago, IL

Thank you! Another smooth upgrade!

PPD Medical Communications

Providing first-class customer service is essential to the success of LegacyTexas Bank, and the Cisco and VPI solution will continue to play a key role in our customer growth strategy. The reassurance offered by the product's reliability and ease of use gives us great peace of mind when managing both liability and quality.
Jon Drake, Legacy Texas

We were looking to store all of our data online and needed the most reliable system with the largest storage capacity and easiest access to call records. VPI was the perfect solution.

Bank of America - Charlotte, NC

The implementation of the VPI Empower suite has changed the way we monitor quality and provide feedback to our agents. It saves time, energy, and even paper. The team at VPI provided the support and insight to make the installation and set-up easy and quick. Couldn't be happier.

Graham Thomson, Panago Pizza

VPI has been installed At Holy Name Medical Center since 2008 and it basically runs flawlessly. The quality of the audio and the ease of monitoring and finding records is a breeze. It has been a key ingredient when it comes to patients "thinking" they were instructed to do or not to do something before procedures and also on the billing end of the business. It has been a great addition to the infrastructure here at the medical center.

Holy Name Medical Center - Teaneck, NJ

Thank you for the excellent, dynamic product training you provided. In just a few hours, you helped us achieve a comprehensive understanding of the many capabilities of VPI's new call center recording and quality management software.

Jim Vance, Manheim Auctions - Atlanta, GA

The VPI training was comprehensive and the content was very valuable. The VPI trainer was a delight to work with.
Mathew Chow, Arvato Services

Kudos to the members of VPI’s Training, Installation and Project Management teams for helping to get our project up, running and brought to a close.  You were all awesome to work with and very knowledgeable. It’s great to know that Oncor Electric can depend on the VPI system to help us provide outstanding service to our customers. Keep up the great work!

Randy Kelm & Alex Rice, Oncor Electric Delivery - Dallas, TX

Just wanted to say thank you again for your time here training us. I’ve received excellent feedback on your sessions.

HealthPort Technologies, LLC - Alpharetta, GA

The team at VPI provided the support and insight to make the installation and set-up easy and quick. On site training ensured we were ready to go right from day one. Couldn't be happier.

Graham Thomson, Panago Pizza

The VPI contact center reporting professional services engagement from start to finish was excellent. It began with a professional sales team and moved to exceptional project management services. We were assigned an engineer who turned out to be one of the best we’ve had the privilege to work with. They took time to understand our business needs, gave us a clear and detailed project plan and provided excellent communication and partnership. As with any technical projects there are always unforeseen issues, and VPI support was very reliable. Safe Horizon came to contract VPI for one product and we are now considering adding additional products because of their reliable products and exceptional professional services.

Safe Horizon, Inc. - New York, NY

VPI is the perfect fit. They’re a partner who listens and really cares. We’ve come to rely on VPI’s call recordings – they’re always there when we need them and the software interface is super easy to use.

Black Hills Energy

VPI has been a great investment from the very beginning. VPI's implementation, training and continued support is top notch. We look forward to a long rewarding relationship with VPI.

Roger Gallup, Zoll Medical Corporation - Broomfield, CO

Thank you for the recent help from VPI’s support team. Your technical staff is always very courteous, keeps me informed throughout the process, and their technical excellence is tops in the field

Saru Vijayakumar, VMC Consulting - Redmond, WA

I just want you to know how good a job VPI did for us during our install.  Your implementation services technician was very patient, he was there when we had questions, and he came up with suggestions that made sense. He is a credit to your team. I also want to thank you for working with us on our many scheduling changes. Kudos to VPI and its install team.

Dimitri Begeor, Central Station Monitoring - Estacada, OR

VPI’s Customer Support Team is always  knowledgeable and helpful and is an integral part of BREG’s commitment to providing 360-degree service to our sports medicine client base.  During a recent service issue, your staff went out of their way to coordinate with our IT team and made sure everything ran smoothly. Both my department and our IT staff are impressed by how courteous and professional VPI’s team was, and are confident that we will always be thoroughly taken care of with the same level of quality service.

Amy Johnson, BREG - Vista, CA

VPI’s install team exemplifies the level of service we at Assurant expect from our own staff. Your technology and support team help us serve our insurance customers with excellence. They consistently return calls promptly, are always pleasant to work with and have a great attitude.

Cliff Dixon, Assurant

We really appreciate all your help this weekend. You’ve done a heck of a job and I truly appreciate the time it has taken.

Straumann USA, LLC

We can’t thank you enough for the instruction and information your installation team provided, as well as answering my questions. I wish all projects with outside vendors went like this!

Patient First

We are grateful for the installation support you provided. We have not missed the fact that some of your support has been provided outside of normal working hours. I always appreciate the efforts I get from VPI, so please accept these unsolicited comments.
Brocade Communications Systems, Inc. - San Jose, CA

The sound quality is clear, the logger features are great and the customer service is top-notch. We love our system!
Metro North Railroad - New York, NY

From the time that VPI gave us the presentation to the last minute of the installation, all of you have been very helpful and informative on any questions that we have had. You are a team that believes in your product! It's nice to see that people like you have the customer service skills that many others lack. VPI has impressed me!
Professional Exchange Service Corporation - Fresno, CA

VPI has been a major plus in our operations. Training and quality assurance are the key benefits for our organization. We have also used it quite a bit to ensure that closing sales are being properly performed. Although Technical support has rarely been needed, is available promptly. VPI’s technicians are very knowledgeable and answer questions confidently.
Tempur-Pedic - Lexington, KY

VPI’s technical support and customer service has been exceptional. Since first installing the system years ago, We have only needed to contact their technical support for minor issues.

Bank of America - Charlotte, NC

We have been quite pleased with VPI’s installation staff and the entire install process. Your engineers are  professional and obviously know their jobs well. You can be confident that they are representing VPI very well.

Marlin Marty McElwain, FedEx - Memphis, TN

VPI's technical expertise is top notch, calls are taken care of with positive results. The sales team is always up to speed on the latest options and keep us well informed.

Holy Name Medical Center - Teaneck, NJ

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