Gain Actionable Insights, Ensure Compliance and Minimize Risk with Advanced Call and Screen Video Recording
VPI CAPTURE is the most progressive, ground-breaking call and screen data interaction recording solution available today. Highly reliable, easily implemented and remarkably effective in virtually any environment, VPI CAPTURE can record your multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations. With the optional VPI Fact Finder toolkit, the system can automatically tag data and events directly from employee desktop application screens to call recordings for classification and analysis centered on key business issues.
Unified call recorder for VoIP, TDM and hybrid environments
VPI CAPTURE provides unmatched variety of options for accessing single-media or multimedia recordings – interface and manner of search depends on the needs and objectives of each user. Time, date, length of call, channel, agent, inbound/outbound tags and many other standard and custom call criteria can be captured with each recorded call. Subsequently, you can quickly and easily search by any combination of this data, locate, playback and share – with fast and powerful navigation from high level overview down to the recordings that matter the most, using instant searches and powerful filters that leverage business and telephony events and data.
With VPI’s real-time streaming Web technology, you can monitor live calls across multiple locations, or conveniently locate and playback recordings directly from a variety of graphical and tabular reports and heat map visualizations.
Conveniently locate, visualize and playback single recordings or collections of multimedia interactions grouped manually by ad-hoc criteria or automatically by a key business parameter such as Customer ID, Case ID, service ticket ID, or others.
Save, email or export single or multi-recording interactions as secured standard files, optionally with embedded media player interface for easy analysis.
Search, visualize and interact with data to quickly recognize and accurately interpret call volumes, inbound and outbound traffic peaks, call handling times, workload distribution among individual front line employees and teams and many other patterns.
Visualize and refine your business event searches with powerful Heat Maps – Leverage at-a-glance graphical displays of search results, such as call volumes, types or outcomes per agents or groups and other patterns.
VPI CAPTURE leverages the ground-breaking VPI Fact Finder™ solution that automatically detects business and telephony screen events and data within Windows and Web based applications and tags them to your recorded interactions. This enables automated classification and analysis centered on key business issues, such as customer churn, differences in call handling patterns between employees, frequency of holds/transfers associated with order cancellations, up-sell or cross-sell success of individuals or teams, and much more. You can now perform richer, more meaningful analysis to validate your hunches or obtain new insights for more accurate decision-making. For more information, visit: http://www.vpi-corp.com/Contact-Center-Analytics-Software.asp
Automatically assemble recordings into business-oriented categories – for targeted, efficient discovery that centers on specific to events or cases from a customer perspective. Easily access all communications involved in specific orders, service tickets, specific customer ID, and more.
Promptly locate high-value call recordings – configure rules for the selection of recordings for playback and evaluation based on their classification and other attributes, such as the ordering trends of VIP customers.
Visualize and assess business events that occurred during each call even without call playback – graphically displayed along the timeline of a recording.
Automatically receive notifications of abnormal events – Define rules by using any Key Performance Indicator (KPI) collected by the system. For example, when a KPI such as a number of calls involved in a single helpdesk case exceeds a certain threshold, a message can be automatically triggered and sent to a supervisor.
Automatically assemble recordings into business-oriented categories – for targeted, efficient discovery that centers on a key data value specific to each data pack. You can focus on specific cases from a customer perspective, assess all communications involved in specific orders, and more.
VPI CAPTURE’s powerful reporting tools enable you to gain rapid insight into customer interactions. Personalized Web dashboards offer several built-in reports that you can choose to display. It’s easy to analyze call patterns by drilling through layers of information within dynamic, easy-to-understand reports, charts and heat maps. You can finally get an accurate picture of customer interactions – both as they are today and as they trend over time. The solution helps you to quickly recognize and accurately interpret call volumes, inbound and outbound traffic peaks, call handling times, workload distribution among individual front line employees and teams and many other patterns. With centralized access and administration via secure Web-based interface, VPI CAPTURE allows authorized users to quickly and easily access call recordings and associated data, and create, review and send reports.
Gain fast insights with dynamic, multi-level, business-centered reports – assess recorded interactions by drilling through layers of information, from high-level business trends or comparisons down to playback of calls.
Keep track of Your Contact Center Activity in Near-Real Time – with Web Portal Graphs and Real-time notifications. Access important calls directly from the Portal.
VPI’s open standards technology supports endless flexibility in connectivity, integrations and customization. Developed around the principles of true open architecture, VPI’s Web-based solutions fit seamlessly into your IT infrastructure, meeting the evolving needs of your specific environment. VPI CAPTURE software leverages open components such as MS Windows Operating System and ODBC Compliant SQL database for centralized data management, running on industry standard hardware. The solution is platform independent – it can reside securely behind your firewall and work in harmony with your network operations.
Open, Service Oriented Architecture provides the benefit of high flexibility in configurations, integrations and scaling, coupled with fast implementation time and cost-effective maintenance.
Distributed Recording, Central Archiving Process – while capture nodes can be distributed at multiple remote sites, the files, the workflow, the user interface server, and the security parameters can be all accessed and handled centrally.
File Storage & Recovery – VPI CAPTURE offers unlimited potential for on-line and archival storage space using any existing and available internal or external storage technology, including RAID1 or RAID5 servers, NAS or SAN systems, or Amazon Cloud Storage systems.
VPI CAPTURE meets strict, constantly evolving security requirements dictated by both, internal policies and external legislation. In addition to LDAP/Active Directory Support for authentication credentials and streamlined user administration, the solution provides secure, End-to-End and AES 256 File Encryption and File Watermarking to ensure file authenticity.
With VPI CAPTURE, you don’t have to make compromises in order to meet both your compliance and liability needs. Meet PCI-DSS Compliance regulations by preventing non-authorized users from accessing calls or portions of calls that have been identified as containing sensitive PCI data, or by permanently masking and muting sensitive portions of interactions.
Automated Alerts & Notifications – alarms, and alerts sent via email to a specific person or a group of persons.
Monitor Sensitive Information and Report on Detailed Audit Logs – VPI provides a detailed audit trail log that records all user activity within the system so that organizations can conduct full trace audits to determine who accessed any recording in the system and when.
Secure File and Data Transport and Storage Encryption – built-in end-to-end data encryption via strong cryptography and key management to secure the SQL database that holds attributes of all recordings. The system provides for AES 128, 192, 256 or variable bit encryption VPI supports secure protocols including Secure Socket Layer, Transport Layer Security (SSL/TLS) or Internet Protocol Security (IPSEC) to provide secure transmission of recordings and associated data over the network.
VPI CAPTURE records voice and data communications from all significant telephony systems via a variety of efficient, certified methods that deliver value quickly – for any combination of TDM or VoIP phone system, conventional and trunked radio system, and others. VPI CAPTURE supports very easy and cost-effective transition from recording TDM to VoIP within the same recording server and application, with the same file formats, database, and user interfaces, regardless of the audio/data source. The proven integrations with Cisco, Avaya, Mitel, Aspect and many more, along with exceptionally rapid implementation, ensure speedy ROI and fastest time to value.
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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