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Highly Rated and Endorsed by Analysts for Value Enhancement
 
Achieved the highest 'Hot Vendor' rating and rated #1 in Customer Assurance of 12 vendors analyzed in Ventana Research's 2010 Value Index.
 
Rated #1 in Customer Value Enhancement from Frost & Sullivan
 
Rated 'Positive' by Gartner – Gartner recommends that existing customers continue investments, while potential customers should put VPI on a shortlist of tactical alternatives.
 
Rated #1 Contact Center Recording and Quality Management Vendor in Product, Training, Implementation, Maintenance and Professional Services in DMG Consulting Vendor Satisfaction Survey.
 
Acclaimed 15-year History of Providing Exceptional, Award-winning Solutions and Service – Introduced first software-based call recording and quality management solution in 1994. 100% US-based R&D, design, production and support. Continuously profitable and financially sound.
 
Fastest Time to Value
 
Web-based, "Out-of-the-Box" Solutions with proven return on investment (ROI) within 6 months.
 
Certified and Compliant-Tested Integrations with All Major Platforms including Cisco, Avaya, Mitel, Aspect and more for seamless integration in your evolving environment.
 
Fastest Implementation Time
   
Software-based – runs on non-proprietary hardware. VPI customers can supply and support their own servers if desired.
 
Active Directory / LDAP Support – enables you to immediately leverage user roles and rights additions and changes made in your other business applications.
 
Web-based Centralized Access and Administration – authorized users can quickly and securely access and administer the system from anywhere with an Internet connection.
 
Flexible Call Quality Evaluation Forms – users can easily create and modify forms without IT assistance or extensive VPI professional services.
 
The Industry's Only "Out-the-Box" Contact Center Performance Management Solution – You get 100+ Key Performance Indicators (KPIs) standard, for use in employee and department scorecards, Instant Impact TickersTM, and over 50 consolidated, real-time drill-through reports. Typical results experienced by VPI customers within the first 60 days include:
   
10% Reduction in Costs
   
15% Increase in Call Quality Scores
 
3% Increase in Sales
   
65% Increase in Management Productivity
 
5% Increase in Dollars Collected
    
 
Immediately Identify and Solve Business and Operational Issues with VPI Fact Finder™ – No waiting weeks or months for fine tuning of complicated analytics engines. Use VPI Fact Finder™ to focus your quality monitoring efforts and target your coaching to rapidly improve customer churn, increase sales and collections, improve operational effectiveness, and ensure PCI Compliance.
 
     
Lowest Total Cost of Ownership (TCO)
 
No Hidden Professional Services Costs – Don't pay too much for what VPI provides standard. VPI software can run on and archive to any industry-standard, non-proprietary hardware, without extra charges to "enable" this functionality. With VPI, you can also capture and tag your most important data to call recordings, get custom reports, create custom call quality evaluation forms, create eLearning business rules, implement archive strategies and store data off-site, and more - all at a fraction of the cost of other vendors' offerings.
 
"Forklift Upgrades" are a Thing Past with VPI – Count on easy upgrades that don't require a lot of new hardware or extensive professional services costs when new versions are introduced.
 
Single System Supports Voice over IP (VoIP), Digital and Analog Communications to protect your investment and support a seamless fit with your evolving environment. Use the same Web-based interface for unified access and same file formats for digital, analog, and VoIP recording.
 
Automatically Classify High Value Calls without Extensive API Programming and Professional Services – With VPI Fact Finder™, you get a ground breaking way to easily tag your calls with valuable information from you other applications and automatically classify your most important calls to begin uncovering and addressing critical problems right away.
 
Enterprise Features for Organizations and Departments of All Sizes – No “feature stripping.” You get the same advanced capabilities as world industry leaders including 1-800-Flowers.com (2007 and 2006 ICMI Call Center of the Year), Bank of America, Arvato Services, and Los Angeles County Sheriffs Department. VPI solutions scale easily from four to thousands of seats on the same platform.
 
"Mix-n-Match" Modular Applications – Add additional award-winning quality management, performance optimization and eCoaching modules into your existing solution at your own pace. With VPI, adding modules is often as simple as activating the applications remotely. You'll benefit from one central SQL database and one point of support for all modular applications.
 
Most Secure Solution Available Today
 
Protect Your Data from Unauthorized Access with granular user and data security rules, true end-to-end and AES 256 file encryption, file watermarking, comprehensive audit trails and leveraging Active Directory security policies
 
Most Advanced PCI Compliance Solution. Now You Don't Have to Compromise Between Compliance and Liability Needs – With VPI, you don’t have to permanently delete or mask out data to comply with PCI Compliance regulations. During call playback, VPI has the ability to prevent any non-authorized users from accessing sensitive PCI data by muting the audio and masking the screen. If a case arises where authorized users need to play the entire uncensored recorded interaction, that option remains.
 
Get the Most Functionality for Your Money with Unique, Award-winning Capabilities
  Some of the advanced VPI features that you will get out-of-the-box with VPI include:
 
Network-bandwidth Friendly Multi-screen Desktop Recording – Recordings saved on PC and transferred intermittently as one file as opposed to burdening your network by constantly streaming many packets.
 
Real-time Quality and Performance Intelligence – delivered through employee desktop tickers and consolidated dynamic Web reports that trigger real-time actions and events, enabling fast and accurate decisions to manage risk and maximize opportunities.
 
Extensive Pre-defined and Ad-hoc Dynamic Reporting – personalized for each user or user group and accessible via Web-portal, with intuitive interface for powerful visualizations and drill-through views.
 
Real-time Quality and Performance Intelligence – delivered through employee desktop tickers and consolidated dynamic Web reports that trigger real-time actions and events, enabling fast and accurate decisions to manage risk and maximize opportunities.
 
Automatically Assigned eLearning, Personalized for Each Employee based on pre-defined rules that include scores from quality evaluations and performance statistics - accessible via employee desktops or in a classroom setting.
 
Outstanding, Personalized Service and Support - Named Leader in Service and Support by DMG Consulting.









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Desktop analytics is an important component of the emerging analytically-enabled quality assurance process. These applications are highly valuable because they help contact center managers reduce operating expenses while improving the customer experience.

 

- Ted Lubowsky, Industry Analyst, DMG Consulting
The savings that desktop analytics has the potential to uncover can be stunning.

 

- Paul Stockford, Saddletree Research