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VPI CAPTURE™
Intelligent Call Recording
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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.

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VPI CAPTURE Interaction Recording

Why VPI’s Call Recording Software is better.

bullet Unified call recorder for VoIP, TDM and hybrid environments
bullet Optional data capture analytics for actionable insights and PCI DSS compliance
bullet Secure, centralized Web access, analysis and administration
bullet Certified on all major platforms
bullet Adaptive, open Web architecture
bullet Unique, award-winning search, playback and reporting capabilities
bullet Fastest time to value – rapid implementation with proven integrations
FedEx

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

Explore below to learn more about how your company can benefit today from VPI CAPTURE telephone call recording solutions.

Search & Playback

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.

bullet 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.
bullet Save, email or export single or multi-recording interactions as secured standard files, optionally with embedded media player interface for easy analysis.
bullet 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.
bullet 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.

 

Search and playback interface provides at-glance views of events that occurred during calls for fast visual assessmentSearch and playback interface provides at-glance views of events that occurred during calls for fast visual assessment Integrated Heat Maps provide powerful, interactive visualizations of search resultsIntegrated Heat Maps provide powerful, interactive visualizations of search results

Analytics

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

bullet 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.
bullet 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.
bullet Visualize and assess business events that occurred during each call even without call playback – graphically displayed along the timeline of a recording.
bullet 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.
bullet 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 can assemble recordings into sets of business scenarios for review according to your specific objectives or concernsVPI CAPTURE can assemble recordings into sets of business scenarios for review according to your specific objectives or concerns

Reports

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.

bullet 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.
bullet 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.
bullet Leverage built-in metrics and reports for Handle Time Optimization, First Contact Resolution, Sales Acceleration and more.
bullet Easily customize the reporting for your needs – virtually all forms of VPI reports are delivered as templates that can be adjusted as needed and saved under custom names.

 

Personalized Web dashboards help you to quickly recognize call patterns and events

Architecture

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.

bullet Open, Service Oriented Architecture provides the benefit of high flexibility in configurations, integrations and scaling, coupled with fast implementation time and cost-effective maintenance.
bullet 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.
bullet 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.

Security

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.

bullet Automated Alerts & Notifications – alarms, and alerts sent via email to a specific person or a group of persons.
bullet 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.
bullet 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.

 

Detailed Audit Trail provides tabular and graphical Heat Map views of user activities within the systemDetailed Audit Trail provides tabular and graphical Heat Map views of user activities within the system User hierarchy rules can be defined within VPI applications or adopted directly from Active Directory via LDAP integrationUser hierarchy rules can be defined within VPI applications or adopted directly from Active Directory via LDAP integration

Integrations

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.

 
VPI CAPTURE ESSENTIAL will integrate seamlessly into your evolving environment, leveraging Certified and Compliant-Tested integrations for all major telephony platforms. These 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.

As a dedicated Aspect Technology Alliance Program Partner, VPI provides integrated, Aspect-verified solutions for unified recording and CTI metadata collection from any combination of Aspect TDM telephony on trunk or station side, as well as VoIP communications.

> View Integration Info
 
Cisco Systems

As dedicated Cisco Technology Developer Program Partner, VPI has teamed up with Cisco for over a decade 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.

> View Integration Info
 
Mitel Networks

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.

> View Integration Info
 
ShoreTel

As a dedicated ShoreTel Innovation Network partner, VPI ensures that organizations are able to effectively capture, evaluate, analyze and improve multimedia interactions in ShoreTel Communicator, ShoreTel Mobility nd other ShoreTel environments.

> View Integration Info
 
Siemens AG

In partnership with Siemens, VPI has provided integrated recording systems with Siemens communication and security technologies for nearly a decade, improving quality and operational efficiency of organizations of all sizes.

 
Speakerbus

VPI’s TDM and VoIP recording systems integrate with turret systems and complement Speakerbus offerings for leading financial organizations and government and defense sectors with global voice and video communication solutions.

 

Customer Success

American Century Investments American Century Investments Optimizes Client Experience with VPI's Analytics-Driven Quality Assurance and Performance Management
> See how they did it
Arvato Services Arvato Services Increases Productivity and Efficiency with VPI

A fast growing, leading outsourcer, arvato services offers its clients customized end-to-end business solutions at every stage. "VPI was the only vendor that could meet our specific customers’ requirements and within the tight timeframe as well."

> See how they did it
Norfolk Southern Corporation Norfolk Southern Boosts Contact Center Efficiency and Productivity with VPI Recording, Intelligent Quality Monitoring & Speech Analytics
> See how they did it
Qualfon Boost the Quality and Performance of On-Premise and At-Home Agents with VPI EMPOWER software
> See how they did it
Technology Credit Union VPI's Innovative Call Recording Technology Simplifies Compliance and Improves Customer Service at Tech CU

At Tech CU, every member interaction with a Credit Union employee is considered important - so important that Tech CU makes sure 100% of those calls are recorded and retained for at least seven years.

> See how they did it
Texas Power Texas Power Uses VPI Call Recording and Quality Monitoring Software to Save Money, Maintain Compliance

Texas Power is a Texas-based, Texas-owned energy company that brings electricity service to communities across Texas. 100% call recording for compliance and risk management is an ongoing business imperative, and the company’s existing client-side call recording system wasn’t properly capturing all interactions.

> See how they did it
UpSource UpSource Implements VPI EMPOWER: Achieves Double-Digit Increases in FCR and CSAT in Just Six Months
UpSource, Inc. is a premier provider of outsourced sales, support and technology services with locations in New Bedford, Massachusetts; Seminole, Oklahoma; and Nova Scotia, Canada. UpSource needed to closely monitor and drive improvements in first issue resolution rates and customer satisfaction scores. UpSource selected VPI EMPOWER suite of contact center workforce optimization software solutions for optimization of performance reporting and close monitoring and improvement of customer satisfaction.
> See how they did it

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VPI Customer Ratings and Reviews

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 Support Manager, Zoll Medical Corporation
Zoll Medical Corporation Customer Succes 5 Star Quote

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.

Brandon Olsen Technical Project Manager, Black Hills Energy
Black Hills Energy Customer Succes 5 Star Quote

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

Jack Fuller Crew Manager, Norfolk Southern Corporation
Norfolk Southern Corporation Customer Succes 5 Star Quote