Call Recording Software from VPI - Leading Developer of Phone Call Recording Software.
Call Recording Software from VPI - Leading Developer of Phone Call Recording Software.
    DMG Consulting
    Frost & Sullivan
    Gartner
    Ovum
    Pelorus
    Saddletree
    TMC
    Ventana

VPI's reputation for outstanding real-time workforce optimization and multimedia recording solutions and customer service is reflected in industry analysts' recent views and perspectives.


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Frost & Sullivan
Frost & Sullivan - Dec 2013

Frost & Sullivan is convinced that VPI provides the best answer to two of the most vexing problems facing contact center managers. First, VPI enables its clients to add an interaction channel that increases customer satisfaction, while at the same time reducing costs. Second, the VPI solution allows customers to add-on as they need, with no capital equipment outlay. In other words, VPI VirtualSource adds real value. For these reasons, Frost & Sullivan recognizes VPI with the 2013 North American Customer Value Leadership Award in Virtual Agent Applications.

- Nancy Jamison, Principal Analyst of Contact Centers, Frost & Sullivan

Download the full Best Practices Research Report.


Saddletree
Saddletree - May 2013

Continuing with their strategy of creating market leadership and gaining market mindshare by pursuing the path less traveled, VPI has introduced a groundbreaking toolset in the latest version 5.4 release of VPI EMPOWER. Instant Analyzer enables contact center managers of all levels to assess the status, trends and root causes of their operational and customer experience issues and opportunities with unprecedented ease and speed.

- Paul Stockford, Chief Analyst, Saddletree Research


Ventana
Ventana - Jul 2012

VPI Optimizes Agents for Quality Customer Interactions

The contact center and customer service markets are developing quicker today than at any other period I have experienced during my time covering the industry. VPI continues to invest in its product portfolio to meet these growing demands, and as I have noted, VPI is making contact centers simpler to operate. As our Value Index finds, it is a vendor to not just watch but evaluate.

Richard Snow, Vice President and Research Director, Ventana Research, Expert from ‘VPI Optimizes Agents for Quality Customer Interactions’


DMG Consulting
DMG Consulting - May 2012

“Customer satisfaction is an excellent metric for gauging a vendor’s commitment to its customers. VPI tied for first place in the product categories in last year’s customer satisfaction study and was the leader in this category in this year’s Quality Management/Liability Recording/WFO Product and Market Report. VPI’s WFO solution is clearly meeting the needs of its customers in this highly competitive market.”

Donna Fluss, President of DMG Consulting, 2012 Quality Management/Liability Recording/WFO Product and Market Report


Frost & Sullivan
Frost & Sullivan - Apr 2012

“VPI differentiates itself in that all of its products make use of analytics and are designed as "out-of-the-box" applications that can be installed remotely on customer-provided hardware and extensively customized directly by business users. Additionally, VPI adds value by including first contact resolution and handle time optimization monitoring with metrics and reports as part of its standard offering. VPI software modules are implemented within days, and they deliver tangible value immediately after implementation.”

Frost & Sullivan 2012 North American Contact Center Market Systems Report


Frost & Sullivan
Frost & Sullivan - Mar 2012

"With a very smooth conversational flow and dynamic adaptation to the caller, VPI's virtual agents have achieved what the industry sought to achieve more than a decade ago when the first virtual assistants came out, truly providing the ability to off-load and supplement the agent pool down to the tracking of performance. This is a solution that should not be overlooked."

- Nancy Jamison, Principal Analyst of Contact Centers, Frost & Sullivan


Ventana
Ventana - Dec 2011

VPI Makes Contact Center Operations Suite and Simple

VPI's latest release, VPI Empower Suite 5.2, has new capabilities that address companies’ top-of-mind issues. Reporting and analysis have been enhanced to include more metrics, such as end-to-end interaction-handling time, first-call resolution (FCR) times, number of calls resulting in FCR, and multicall resolution times. Standard analyses have been added that focus on key business issues and use the 80/20 rule to find indicators that have the greatest impact on business performance. Improved desktop analytics allow companies to determine which interaction processes are working best, which agents are optimizing the way they handle interactions, and how interaction-handling processes can be improved.

The latest release from VPI includes an interesting concept called Smart Evaluations, which takes QM to the next level. The process is still driven by forms, but they are more dynamic. Parts of the form can be completed automatically: for example, information from a customer survey could be entered automatically on the form. In the same way speech and desktop analytics could be used to create a quality score that could also appear on the form. Second, users can build rules behind the form, which result in information and/or calls to action appearing on the form: for example, a low score for identifying the customer’s issue could trigger instructions to the agent to take a particular e-learning course or to a supervisor to give some one-on-one coaching. Third, rules can be set up to ensure actions are taken: for example, the results from an E-learning course could be registered back on the form, effectively closing the QM loop. Such automation and rule-driven actions can reduce overall effort, make the process more personal to the agent and achieve greater consistency across the whole QM process.

Alongside these functional improvements, VPI has made the applications easier to deploy and administer, improved the user interface, and installed more user control and better compliance. Like several other vendors it now has hosted options for deployment, which include having a secondary backup site hosted remotely. VPI has come a long way since my analysis at end of 2009 and have improved the breadth and depth of its contact center suite of offerings.As our Agent Performance Value Index shows, VPI is one of the leading vendors in this space, and these enhancements are likely to improve its position.


Saddletree
Saddletree - Aug 2011

"VPI has become a frontrunner in contact center quality monitoring, performance management and workforce optimization technology. VPI’s approach has been disruptive to legacy approaches because its VPI EMPOWER software is easy to deploy, easy to use, and extremely cost effective. VPI EMPOWER leverages advanced analytics and an open, Web 2.0 architecture to help organizations more easily and rapidly identify and solve their critical business issues.

One of today’s most innovative approaches to the contact center quality assurance process comes from VPI.  VPI has developed a quality monitoring solution that takes away the uncertainty of listening to and evaluating random calls and replaces it with a process that identifies the calls that matter most to the user’s business.

One of the most dynamic approaches to this market segment also comes from VPI with their Real Time Performance Management solution. Many performance management solutions today provide historical end-of-day or end-of-week reporting.  VPI provides single view performance management reporting in real time across multiple sites and across multiple communications platforms.  VPI’s performance management solution captures data from such sources as ACDs and dialers, quality assurance, customer relationship management (CRM), helpdesk, and workforce management software in order to create unified reports and real-time views into the data."

- Paul Stockford, Director of Research, The National Association of Call Centers 2011 Market Update and Trends Report.


Ovum
Ovum - Jul 2011

VPI is particularly strong in providing analytics-enhanced call recording, QM and performance management. It offers real-time desktop analytics capabilities, reporting and scorecards, E-learning and a business rules engine. Its VPI EMPOWER solution is an integrated, modular suite of applications accessible through a user-customizable Web portal. The solution incorporates components for call, screen and data recording, quality evaluation and eLearning, as well as real-time PM. VPI’s unique capabilities include real-time desktop tickers that deliver personalized Key Performance Indicators (KPIs) and notifications to agents, managers and executives, and interactive heat maps that allow users to quickly visualize quality and performance data and drill-through them to determine the root-cause of important trends and issues.

Ovum White Paper: Getting Workforce Optimization Right


Ovum
Ovum - Jul 2011

“The VPI EMPOWER solution is an integrated, modular suite of applications accessible through a user-customizable Web portal. The solution incorporates components for call, screen and data recording, interaction analytics, quality evaluation and eLearning, as well as real-time PM. VPI’s unique capabilities include interactive heat maps and real-time desktop tickers with KPI displays and notifications for fast access to actionable intelligence. In 2009, VPI introduced its out-of-the-box solutions across its entire WOTs suite, delivering more than 160 KPI metrics and over 50 reports as standard issue, in order to provide immediate value. This outof- the-box design enables VPI's solutions to be implemented remotely, quickly and cost effectively. Customization of data collection, analysis and interpretation is also available as an option." Aphrodite Brinsmead, Analyst of Customer Interaction Technologies at Ovum Research, Getting Workforce Optimization Right


DMG Consulting
DMG Consulting - Jun 2011

“VPI received the highest score for reporting capabilities, a perfect score for the solution’s ability to deliver actionable insights, and tied for top score for data flow among suite modules in our recent Customer Satisfactin Study. Contact center managers are asking workforce optimization (WFO) vendors to make system findings more actionable. This is an important industry trend that is driving significant investments in the WFO market. VPI’s high ratings in the categories of reporting, providing actionable insights and data flow between modules indicate that they are doing an excellent job in helping their customers realize benefits from their WFO solutions.”

- Donna Fluss, Principal Analyst at DMG Consulting, 2011 Quality Management/Liability Recording (Workforce Optimization - WFO) Market Share Report


Pelorus
Pelorus - Dec 2010

VPI has the most comprehensive ready-to-sell workforce optimization suite of any vendor in its class.  VPI EMPOWER is extremely easy-to-use and well-designed with its highly customizable Web-based user interface.

- Dick Bucci, Principal Analyst, Pelorus Associates - 2010 World Contact Center Recording Systems Market Report


Pelorus
Pelorus - Dec 2010

"VPI has the most comprehensive ready-to-sell workforce optimization suite of any vendor in its class. Extremely easy-to-use and well-designed Web-based user interface. Service-oriented architecture speeds design and implementation of product enhancements."

Pelorus Associates, 2010 World Contact Center Interaction Recording Systems Market Report, November 2010


Frost & Sullivan
Frost & Sullivan - Jan 2010

Since improved performance control is a must under current economic circumstances, real or near-real time analytics that involve data processing and event notification are gaining in importance. VPI responded to this trend by enhancing all of its individual baseline product modules with analytics standard. This includes extended reporting, KPI monitoring, rules-based alerts/notifications, desktop tickers, and the like. Due to its Web-based integrated product suite, VPI plays especially well in the enterprise and mid-market sectors. VPI offers mid-market customers all of the product features available to its enterprise customers since they tend to face many of the same challenges and have many of the same needs these days.

VPI's differentiation is that all of its products are designed as "out-of-the-box" applications that can be installed remotely on customer-provided hardware. They are implemented within days and deliver tangible value immediately after implementation. VPI emphasizes the fact that their suite does not require extensive tuning and custom development as part of the standard implementation process.

Additionally, VPI’s modular suite allows for stepped implementation, where customers may implement only those modules they really need when they need them cost effectively, without being forced into implementing entire suites that include unnecessary software components and therefore require unnecessary financial outlay on the part of their customers, combined with delays in implementation. To download and read the full report summary, click here.

Source: Frost & Sullivan 2010 Agent Performance Optimization Market Key Trends


Ventana
Ventana - Dec 2009

“My recent research into contact center agent performance management showed that the most mature companies have deployed call recording, quality management, desktop usage, agent training and coaching, and agent related analytics and performance management as they find these support the full agent optimization cycle. They uncover what agents are saying and doing during calls, adherence to quality assurance processes, performance versus targets, and the training agents need to provide customers with a great experience.

VPI is one of the leading vendors with an integrated suite of products that covers all of these areas. Users benefit from an integrated approach that helps ensure overall ease of use and consistency across all modules. Users also benefit from VPI’s modular approach as they can start small and grow into a complete solution that fits their business needs. One of the strengths of the total VPI solution is the comprehensive analytics capabilities that help drive functionality in other modules and give operational managers the insights they need to ensure maximum efficiency and effectiveness in their centers."

- Richard Snow, Head of Contact Center and Customer Performance Management Research

Download your complimentary executive summary of the Contact Center Agent Performance Management Benchmark Research Report, featuring research and authored by Richard Snow from Ventana Research.


Gartner
Gartner - Oct 2009

VPI was recently evaluated and featured in Gartner's “Contact Center Call-Recording and Quality Management Vendor Landscape, 2010” report, featuring research from and authored by Jim Davies, CRM Research Director at Gartner. This research provides a summary of the active vendors in the contact center call recording and quality management (QM) marketplace for contact center managers looking to invest. Access the full report at Gartner.com ($495).


Frost & Sullivan
Frost & Sullivan - Jun 2009

VPI's differentiation is that all of its products are designed as “out-of-the-box” applications that can be installed remotely on customer-provided hardware. They are implemented within days and deliver tangible value immediately after implementation.

Additionally, VPI’s modular suite allows for stepped implementation, where customers may implement only those modules they really need when they need them cost effectively, without being forced into implementing entire suites that include unnecessary software components and therefore require unnecessary financial outlay on the part of their customers, combined with delays in implementation.

- Keith Dawson, Senior Analyst, 2009 North American Agent Performance Optmization Market Report


Ovum
Ovum - Jun 2009

“The VPI EMPOWER solution is an integrated, modular suite of applications accessible through a user-customizable Web portal. The solution incorporates components for call, screen and data recording, interaction analytics, quality evaluation and eLearning, as well as real-time PM. VPI’s unique capabilities include interactive heat maps and real-time desktop tickers with KPI displays and notifications for fast access to actionable intelligence. In 2009, VPI introduced its out-of-the-box solutions across its entire WOTs suite, delivering more than 160 KPI metrics and over 50 reports as standard issue, in order to provide immediate value. This outof- the-box design enables VPI's solutions to be implemented remotely, quickly and cost effectively. Customization of data collection, analysis and interpretation is also available as an option." - Ian Jacobs, Senior Analyst, and Aphrodite Brinsmead, Associate Analyst of Customer Interaction Technologies, Download your complimentary copy of their white paper: Contact Center Optimization in a Challenging Economy


Pelorus
Pelorus - Apr 2009

"In the past, public safety organizations have recorded primarily for compliance, risk management and evidentiary purposes. But in recent years we have seen these organizations place increased emphasis upon improving the quality of their mission-critical voice and data interactions. The VPI EMPOWER 911 suite can be implemented rapidly and cost-effectively to record and automatically and assess a vast number of interactions and quickly identify the critically important ones that should be listened to, evaluated and coached on."

Source: Richard Bucci, Senior Analyst, The PELORUS Group


Frost & Sullivan
Frost & Sullivan - Oct 2007

“VPI has been steadily increasing its presence in the call recording and analysis sector by incrementally improving the suite nature of its agent-facing tools. The company is expanding the ability of the tools to work in a wider variety of environments and to provide a stronger measure of proactive analysis to help contact centers improve.

VPI is currently growing faster than the rest of the APO market, indicating that the company is both taking advantage of the vendor consolidation happening among its larger competitors to make a convincing case for the value of its integrated, holistic approach. Some companies have tried to make the case for analytics in the enterprise as an avenue for growth of the market as a whole. We believe that VPI's steady emphasis on stability in its core recording tool, combined with a solid approach to analytics within the call center gives it an immediate leg up and a chance to capture significant share of the contact center market.

As the contact center industry moves toward a model that relies more heavily on a dispersed workforce, IP recording becomes a critical component. VPI has cleverly articulated to the marketplace some of the advantages that IP recording has in terms of centralized recording, administration and cost control. VPI has also taken steps to reassure the current and prospect customer base that the transition in recording technology will include a stable and protected migration path from TDM to IP. The company has introduced technology that minimizes the recording system's resource footprint in the network.”  

Download the entire Frost & Sullivan analysis and write-up on VPI.

- Keith Dawson, Senior Analyst, on reasons why VPI was awarded the 2007 Frost & Sullivan Award for Customer Value Enhancement


TMC
TMC - Oct 2007

"VPI has done well to understand the industry and anticipate its needs. The company provides a recording tool that not only addresses the needs of the company today, but also is flexible enough to expand to the dispersed contact center is tomorrow. VPI's continued innovative approach to meeting the needs of the contact center industry will help to firmly place the company in a leading position in the industry."

- TMCNet


Gartner
Gartner - Sep 2007

VPI Receives "Positive" Rating in Leading Analyst Firm's Contact Center Quality Management MarketScope Report

A Gartner MarketScope “positive” rating means the firm recommends that existing customers continue incremental investments, while potential customers should put this vendor on a shortlist of tactical alternatives. The Gartner evaluation criteria for the MarketScope report is driven by several key factors, ranging from the vendor's viability and product capabilities to its support infrastructure and geographic representation. Other decisive factors include the experience of the vendor's customers and the product strategy.

In response to news of VPI's “positive” rating in the report, Andrew Marsh , president and CEO of VPI said, “We believe this Gartner call recording ‘Positive' rating confirms VPI's position as an industry leader and underscores our commitment to providing customers with advanced quality management solutions that meet their unique needs and challenges.” Read More

Source: VPI News Article VPI Receives "Positive" Rating in Leading Analyst Firm's Contact Center Quality Management MarketScope Report, analsyt perspective by Jim Davies, Principal Research Analyst, Gartner


Frost & Sullivan
Frost & Sullivan - Jun 2007

“VPI’s real-time performance dashboards help drive performance and enable agents and managers to be proactive – to actively identify, intervene, and optimize rather than wait and react. ... Sophisticated real time performance analytics systems, such as those developed by VPI, also present new opportunities for much more relevant, targeted, and proactive agent training, via tightintegration with elearningand messagingmodules.”

Source: Frost & Sullivan Whitepaper: VPI - Enabling Contact Centers to Acheive their Goals with Performance Analytics


TMC
TMC - May 2007

“VPI's proven success in the market, coupled with the portfolio it has to offer can help to drive growth over the long term.”

Source: Susan J. Campbell, Editor, TMC


Pelorus
Pelorus - Jan 2007

"The Power to be Proactive captures a major shift in the mission and expectations of call centers today. Modern call centers are expected to not only quickly and accurately respond to customer queries but at the same time control costs, build customer loyalty, generate new revenues, and feed critical consumer insights back to management – in other words be more proactive. Through its innovative technology and strong network of industry partnerships VPI is well positioned to provide the solutions call centers need to take on these new responsibilities."

Source: Richard Bucci, Senior Analyst, The PELORUS Group


Gartner
Gartner - Oct 2006

VPI recently added several new technologies to VPI EMPOWER™, which is now considered to be one of the most advanced, all-inclusive suites of WFO solutions available today. The company's modular approach gives organizations of all sizes the opportunity to adopt capabilities that were previously only cost-effective for very large enterprises – they can select the best-of-breed solutions they really need and choose to add additional applications as they grow and evolve.

The emergence of integrated, modular workforce optimization solutions has been recognized as a positive development by Jim Davies, principal research analyst at Gartner, who observed that, “the value of a unified WFO solution far outweighs that of the siloed functional components.”

Source: VPI News Article Voice Print Changes Company Name to VPI, analsyt perspective by Jim Davies, Principal Research Analyst, Gartner


Frost & Sullivan
Frost & Sullivan - Oct 2006

"With the acquisition of Syntora, VPI has augmented its existing product lines with real-time analytics and elearning/coaching capabilities. These additions are in line with current industry trends, and will serve to increase the effectiveness of VPI as a contact center performance analytics player. Syntora's expertise and experience in the delivery of real-time metrics is a key differentiator that will work to VPI's advantage, as it seeks to broaden the reach and impact of its product lines."

Source: Seema Lall, Industry Analyst, Frost & Sullivan


DMG Consulting
DMG Consulting - Oct 2006

“Contact center performance management is an essential component of workforce optimization suites” observed Donna Fluss, Principal of DMG Consulting. “It gives contact center managers the information they need to optimize departmental performance and align their goals their with enterprise objectives. Real-time performance management empowers contact center managers and supervisors with the information required to make an immediate impact on agent and departmental performance and the overall customer experience.” In addition to developing software solutions designed to optimize customer satisfaction, Voice Print is renowned for its dedication to providing its customers with a level of service and care that is unmatched in the industry. “We really listen to our customers,” explained Andrew Marsh, founder and president of Voice Print, “and we're quick to respond with a personalized approach to meeting their complex needs.” This dedication to providing superior customer service has resulted in an unprecedented customer loyalty rate of 98%.

Source: VPI News Article Voice Print Acquires Syntora, analyst perspective by Donna Fluss, Principal, DMG Consulting


Pelorus
Pelorus - Oct 2006

"In recent years former point solution vendors have been expanding their portfolios, through R&D and acquisition, to offer more holistic solutions and single-point-of-contact accountability to their customers. To date this trend has primarily benefited the very large contact centers. With the acquisition of Syntora by VPI, coupled with Solution Made Easy (a consortium of cooperating point vendors, spearheaded by VPI) the benefits of working with one prime vendor for a wide range of needs are available to contact centers of all sizes."

Source: Richard Bucci, Senior Analyst, The PELORUS Group


Frost & Sullivan
Frost & Sullivan - Aug 2006

"VPI's VPI EMPOWER™ consists of several modules to deliver call recording, desktop screen recording, agent evaluation and reporting, agent coaching, real time performance management and speech analytics. VPI's real time performance optimization solutions offer a complete picture of contact center performance (individual, group, and overall) and instant comparative analysis for more accurate, comprehensive information. An excellent understanding of contact center dynamics and a well rounded product line has placed the company in a favorable position for the future." Source: Frost & Sullivan's 2006 Agent Optimization and Performance Report


DMG Consulting
DMG Consulting - Aug 2006

"VPI is an aggressive company that is not daunted by its size. When it identifies a capability that it wants to offer to its customers, it will not hesitate to build it in-house or find an appropriate partner. VPI goes well beyond paper partnerships by investing in the integrations between third-party solutions and its own suite to allow customers to realize the synergies between the applications."

Source: DMG Consulting's 2006 Quality Management/Liability Product and Market Share Report


Gartner
Gartner - Jan 2006

Awarded VPI a rating of "Promising" in its 2006 Contact Center Quality Management Market Scope report out on January 31, 2006.

The report "MarketScope for Contact Center Quality Management, 2006", Jim Davies, January 2006, can be found at www.gartner.com .

“We are very pleased that Gartner has affirmed VPI's position in the interactions recording and quality management space,” said Chris Morrissey, Vice President of Sales and Marketing. “Gartner's Quality Management report continues to provide valuable information regarding the purchase of solutions to improve business performance.”

Source: Gartner, MarketScope for Contact Center Quality Management, 2006.


Ovum
Ovum - Aug 2005

"VPI has been selling recording solutions since 1994. The company uses a direct sales model, and primarily sells its solutions to contact centers, financial services and public safety. Though the majority of its sales are in North America, the company is aggressively building partnerships outside of the country. VPI offers a complete suite of products to contact centers and predominantly sells to the mid-size segment of the market. However, you are also going to find them in some very large contact centers. An interesting point about VPI is that 90% of their business involves a competitive replacement, often where maintenance is a key issue."

Source: DMG Consulting LLC, 2005, The Expanding Role of QM/Recording Suites


Pelorus
Pelorus - Jun 2005

With strong R&D backing from multiple industry leaders, including Lucent, Dialogic, Borland and others, a group of experienced computer telephony engineers and business professionals began extensive research and development on new products for the emerging digital call recording, screen capture, and call center quality monitoring industry. This effort led to the creation of multiple call recording and quality management software solutions based on open standards and architecture, utilizing non-proprietary industrial strength PC components and technologies for maximum efficiency, flexibility, and capacity. The first recording solution on the Windows program was launched in 1994. The company was incorporated as VPI in 1998. By 2003 VPI had sold its 1,000th system.

The company now has about 70 employees. Sales were up in 2004 as 180 new accounts were added. Estimated sales in 2004 reached $12.5 million, of which approximately 75 percent represented sales of contact center applications and services. Most installations were replacements of competitor systems. International revenues tripled over 2003 and comprised 24 percent of total sales. VPI products are sold in over 30 countries. Three new products were added in 2004.

Large customers (400 or more agents) are served by the company's strategic sales team. Channel partners serve the public safety and small- to mid-market contact centers. International sales are conducted exclusively through channel partners. VPI partners with CallMiner for audio mining and speech analytics but also accommodates other technologies. They partner with Toronto-based Syntora for eLearning and contact center analytics.

VPI differentiates itself on the basis of the open architecture design of its new VPI EMPOWER™ and what it calls “actualized intelligence.” Open-architecture is a claim made by most vendors. VPI believes their definition is more encompassing and requires more than just non-proprietary hardware components -- it means all data and file formats must be industry standard and “open” for access as well. VPI contends that this approach results in a lower total cost of ownership for clients since they can use industry standard hardware and software and make many customizations on their own. The open design concept also allows VPI to concentrate R&D dollars on software enhancements rather than collecting and archiving customer interactions. ”Actualized intelligence” means real-time business intelligence that, based upon predetermined rules and thresholds, triggers real-time actions and events in the contact center or anywhere within the enterprise. They believe this is a truly dynamic, fully automated process that can actually act upon the intelligence instead of just presenting it.

Download The PELORUS Group's complete analyst perspective on VPI here.

Source: The PELORUS Group, 2005 Contact Center Marketing Recording Report


DMG Consulting

May 2012

“Customer satisfaction is an excellent metric for gauging a vendor’s commitment to its customers. VPI tied for first place in the product categories in last year’s customer satisfaction study and was the leader in this category in this year’s Quality Management/Liability Recording/WFO Product and Market Report. VPI’s WFO solution is clearly meeting the needs of its customers in this highly competitive market.”

Donna Fluss, President of DMG Consulting, 2012 Quality Management/Liability Recording/WFO Product and Market Report


Jun 2011

“VPI received the highest score for reporting capabilities, a perfect score for the solution’s ability to deliver actionable insights, and tied for top score for data flow among suite modules in our recent Customer Satisfactin Study. Contact center managers are asking workforce optimization (WFO) vendors to make system findings more actionable. This is an important industry trend that is driving significant investments in the WFO market. VPI’s high ratings in the categories of reporting, providing actionable insights and data flow between modules indicate that they are doing an excellent job in helping their customers realize benefits from their WFO solutions.”

- Donna Fluss, Principal Analyst at DMG Consulting, 2011 Quality Management/Liability Recording (Workforce Optimization - WFO) Market Share Report


Oct 2006

“Contact center performance management is an essential component of workforce optimization suites” observed Donna Fluss, Principal of DMG Consulting. “It gives contact center managers the information they need to optimize departmental performance and align their goals their with enterprise objectives. Real-time performance management empowers contact center managers and supervisors with the information required to make an immediate impact on agent and departmental performance and the overall customer experience.” In addition to developing software solutions designed to optimize customer satisfaction, Voice Print is renowned for its dedication to providing its customers with a level of service and care that is unmatched in the industry. “We really listen to our customers,” explained Andrew Marsh, founder and president of Voice Print, “and we're quick to respond with a personalized approach to meeting their complex needs.” This dedication to providing superior customer service has resulted in an unprecedented customer loyalty rate of 98%.

Source: VPI News Article Voice Print Acquires Syntora, analyst perspective by Donna Fluss, Principal, DMG Consulting


Aug 2006

"VPI is an aggressive company that is not daunted by its size. When it identifies a capability that it wants to offer to its customers, it will not hesitate to build it in-house or find an appropriate partner. VPI goes well beyond paper partnerships by investing in the integrations between third-party solutions and its own suite to allow customers to realize the synergies between the applications."

Source: DMG Consulting's 2006 Quality Management/Liability Product and Market Share Report


Frost & Sullivan

Dec 2013

Frost & Sullivan is convinced that VPI provides the best answer to two of the most vexing problems facing contact center managers. First, VPI enables its clients to add an interaction channel that increases customer satisfaction, while at the same time reducing costs. Second, the VPI solution allows customers to add-on as they need, with no capital equipment outlay. In other words, VPI VirtualSource adds real value. For these reasons, Frost & Sullivan recognizes VPI with the 2013 North American Customer Value Leadership Award in Virtual Agent Applications.

- Nancy Jamison, Principal Analyst of Contact Centers, Frost & Sullivan

Download the full Best Practices Research Report.


Apr 2012

“VPI differentiates itself in that all of its products make use of analytics and are designed as "out-of-the-box" applications that can be installed remotely on customer-provided hardware and extensively customized directly by business users. Additionally, VPI adds value by including first contact resolution and handle time optimization monitoring with metrics and reports as part of its standard offering. VPI software modules are implemented within days, and they deliver tangible value immediately after implementation.”

Frost & Sullivan 2012 North American Contact Center Market Systems Report


Mar 2012

"With a very smooth conversational flow and dynamic adaptation to the caller, VPI's virtual agents have achieved what the industry sought to achieve more than a decade ago when the first virtual assistants came out, truly providing the ability to off-load and supplement the agent pool down to the tracking of performance. This is a solution that should not be overlooked."

- Nancy Jamison, Principal Analyst of Contact Centers, Frost & Sullivan


Jan 2010

Since improved performance control is a must under current economic circumstances, real or near-real time analytics that involve data processing and event notification are gaining in importance. VPI responded to this trend by enhancing all of its individual baseline product modules with analytics standard. This includes extended reporting, KPI monitoring, rules-based alerts/notifications, desktop tickers, and the like. Due to its Web-based integrated product suite, VPI plays especially well in the enterprise and mid-market sectors. VPI offers mid-market customers all of the product features available to its enterprise customers since they tend to face many of the same challenges and have many of the same needs these days.

VPI's differentiation is that all of its products are designed as "out-of-the-box" applications that can be installed remotely on customer-provided hardware. They are implemented within days and deliver tangible value immediately after implementation. VPI emphasizes the fact that their suite does not require extensive tuning and custom development as part of the standard implementation process.

Additionally, VPI’s modular suite allows for stepped implementation, where customers may implement only those modules they really need when they need them cost effectively, without being forced into implementing entire suites that include unnecessary software components and therefore require unnecessary financial outlay on the part of their customers, combined with delays in implementation. To download and read the full report summary, click here.

Source: Frost & Sullivan 2010 Agent Performance Optimization Market Key Trends


Jun 2009

VPI's differentiation is that all of its products are designed as “out-of-the-box” applications that can be installed remotely on customer-provided hardware. They are implemented within days and deliver tangible value immediately after implementation.

Additionally, VPI’s modular suite allows for stepped implementation, where customers may implement only those modules they really need when they need them cost effectively, without being forced into implementing entire suites that include unnecessary software components and therefore require unnecessary financial outlay on the part of their customers, combined with delays in implementation.

- Keith Dawson, Senior Analyst, 2009 North American Agent Performance Optmization Market Report


Oct 2007

“VPI has been steadily increasing its presence in the call recording and analysis sector by incrementally improving the suite nature of its agent-facing tools. The company is expanding the ability of the tools to work in a wider variety of environments and to provide a stronger measure of proactive analysis to help contact centers improve.

VPI is currently growing faster than the rest of the APO market, indicating that the company is both taking advantage of the vendor consolidation happening among its larger competitors to make a convincing case for the value of its integrated, holistic approach. Some companies have tried to make the case for analytics in the enterprise as an avenue for growth of the market as a whole. We believe that VPI's steady emphasis on stability in its core recording tool, combined with a solid approach to analytics within the call center gives it an immediate leg up and a chance to capture significant share of the contact center market.

As the contact center industry moves toward a model that relies more heavily on a dispersed workforce, IP recording becomes a critical component. VPI has cleverly articulated to the marketplace some of the advantages that IP recording has in terms of centralized recording, administration and cost control. VPI has also taken steps to reassure the current and prospect customer base that the transition in recording technology will include a stable and protected migration path from TDM to IP. The company has introduced technology that minimizes the recording system's resource footprint in the network.”  

Download the entire Frost & Sullivan analysis and write-up on VPI.

- Keith Dawson, Senior Analyst, on reasons why VPI was awarded the 2007 Frost & Sullivan Award for Customer Value Enhancement


Jun 2007

“VPI’s real-time performance dashboards help drive performance and enable agents and managers to be proactive – to actively identify, intervene, and optimize rather than wait and react. ... Sophisticated real time performance analytics systems, such as those developed by VPI, also present new opportunities for much more relevant, targeted, and proactive agent training, via tightintegration with elearningand messagingmodules.”

Source: Frost & Sullivan Whitepaper: VPI - Enabling Contact Centers to Acheive their Goals with Performance Analytics


Oct 2006

"With the acquisition of Syntora, VPI has augmented its existing product lines with real-time analytics and elearning/coaching capabilities. These additions are in line with current industry trends, and will serve to increase the effectiveness of VPI as a contact center performance analytics player. Syntora's expertise and experience in the delivery of real-time metrics is a key differentiator that will work to VPI's advantage, as it seeks to broaden the reach and impact of its product lines."

Source: Seema Lall, Industry Analyst, Frost & Sullivan


Aug 2006

"VPI's VPI EMPOWER™ consists of several modules to deliver call recording, desktop screen recording, agent evaluation and reporting, agent coaching, real time performance management and speech analytics. VPI's real time performance optimization solutions offer a complete picture of contact center performance (individual, group, and overall) and instant comparative analysis for more accurate, comprehensive information. An excellent understanding of contact center dynamics and a well rounded product line has placed the company in a favorable position for the future." Source: Frost & Sullivan's 2006 Agent Optimization and Performance Report


Gartner

Oct 2009

VPI was recently evaluated and featured in Gartner's “Contact Center Call-Recording and Quality Management Vendor Landscape, 2010” report, featuring research from and authored by Jim Davies, CRM Research Director at Gartner. This research provides a summary of the active vendors in the contact center call recording and quality management (QM) marketplace for contact center managers looking to invest. Access the full report at Gartner.com ($495).


Sep 2007

VPI Receives "Positive" Rating in Leading Analyst Firm's Contact Center Quality Management MarketScope Report

A Gartner MarketScope “positive” rating means the firm recommends that existing customers continue incremental investments, while potential customers should put this vendor on a shortlist of tactical alternatives. The Gartner evaluation criteria for the MarketScope report is driven by several key factors, ranging from the vendor's viability and product capabilities to its support infrastructure and geographic representation. Other decisive factors include the experience of the vendor's customers and the product strategy.

In response to news of VPI's “positive” rating in the report, Andrew Marsh , president and CEO of VPI said, “We believe this Gartner call recording ‘Positive' rating confirms VPI's position as an industry leader and underscores our commitment to providing customers with advanced quality management solutions that meet their unique needs and challenges.” Read More

Source: VPI News Article VPI Receives "Positive" Rating in Leading Analyst Firm's Contact Center Quality Management MarketScope Report, analsyt perspective by Jim Davies, Principal Research Analyst, Gartner


Oct 2006

VPI recently added several new technologies to VPI EMPOWER™, which is now considered to be one of the most advanced, all-inclusive suites of WFO solutions available today. The company's modular approach gives organizations of all sizes the opportunity to adopt capabilities that were previously only cost-effective for very large enterprises – they can select the best-of-breed solutions they really need and choose to add additional applications as they grow and evolve.

The emergence of integrated, modular workforce optimization solutions has been recognized as a positive development by Jim Davies, principal research analyst at Gartner, who observed that, “the value of a unified WFO solution far outweighs that of the siloed functional components.”

Source: VPI News Article Voice Print Changes Company Name to VPI, analsyt perspective by Jim Davies, Principal Research Analyst, Gartner


Jan 2006

Awarded VPI a rating of "Promising" in its 2006 Contact Center Quality Management Market Scope report out on January 31, 2006.

The report "MarketScope for Contact Center Quality Management, 2006", Jim Davies, January 2006, can be found at www.gartner.com .

“We are very pleased that Gartner has affirmed VPI's position in the interactions recording and quality management space,” said Chris Morrissey, Vice President of Sales and Marketing. “Gartner's Quality Management report continues to provide valuable information regarding the purchase of solutions to improve business performance.”

Source: Gartner, MarketScope for Contact Center Quality Management, 2006.


Ovum

Jul 2011

VPI is particularly strong in providing analytics-enhanced call recording, QM and performance management. It offers real-time desktop analytics capabilities, reporting and scorecards, E-learning and a business rules engine. Its VPI EMPOWER solution is an integrated, modular suite of applications accessible through a user-customizable Web portal. The solution incorporates components for call, screen and data recording, quality evaluation and eLearning, as well as real-time PM. VPI’s unique capabilities include real-time desktop tickers that deliver personalized Key Performance Indicators (KPIs) and notifications to agents, managers and executives, and interactive heat maps that allow users to quickly visualize quality and performance data and drill-through them to determine the root-cause of important trends and issues.

Ovum White Paper: Getting Workforce Optimization Right


Jul 2011

“The VPI EMPOWER solution is an integrated, modular suite of applications accessible through a user-customizable Web portal. The solution incorporates components for call, screen and data recording, interaction analytics, quality evaluation and eLearning, as well as real-time PM. VPI’s unique capabilities include interactive heat maps and real-time desktop tickers with KPI displays and notifications for fast access to actionable intelligence. In 2009, VPI introduced its out-of-the-box solutions across its entire WOTs suite, delivering more than 160 KPI metrics and over 50 reports as standard issue, in order to provide immediate value. This outof- the-box design enables VPI's solutions to be implemented remotely, quickly and cost effectively. Customization of data collection, analysis and interpretation is also available as an option." Aphrodite Brinsmead, Analyst of Customer Interaction Technologies at Ovum Research, Getting Workforce Optimization Right


Jun 2009

“The VPI EMPOWER solution is an integrated, modular suite of applications accessible through a user-customizable Web portal. The solution incorporates components for call, screen and data recording, interaction analytics, quality evaluation and eLearning, as well as real-time PM. VPI’s unique capabilities include interactive heat maps and real-time desktop tickers with KPI displays and notifications for fast access to actionable intelligence. In 2009, VPI introduced its out-of-the-box solutions across its entire WOTs suite, delivering more than 160 KPI metrics and over 50 reports as standard issue, in order to provide immediate value. This outof- the-box design enables VPI's solutions to be implemented remotely, quickly and cost effectively. Customization of data collection, analysis and interpretation is also available as an option." - Ian Jacobs, Senior Analyst, and Aphrodite Brinsmead, Associate Analyst of Customer Interaction Technologies, Download your complimentary copy of their white paper: Contact Center Optimization in a Challenging Economy


Aug 2005

"VPI has been selling recording solutions since 1994. The company uses a direct sales model, and primarily sells its solutions to contact centers, financial services and public safety. Though the majority of its sales are in North America, the company is aggressively building partnerships outside of the country. VPI offers a complete suite of products to contact centers and predominantly sells to the mid-size segment of the market. However, you are also going to find them in some very large contact centers. An interesting point about VPI is that 90% of their business involves a competitive replacement, often where maintenance is a key issue."

Source: DMG Consulting LLC, 2005, The Expanding Role of QM/Recording Suites


Saddletree

May 2013

Continuing with their strategy of creating market leadership and gaining market mindshare by pursuing the path less traveled, VPI has introduced a groundbreaking toolset in the latest version 5.4 release of VPI EMPOWER. Instant Analyzer enables contact center managers of all levels to assess the status, trends and root causes of their operational and customer experience issues and opportunities with unprecedented ease and speed.

- Paul Stockford, Chief Analyst, Saddletree Research


Aug 2011

"VPI has become a frontrunner in contact center quality monitoring, performance management and workforce optimization technology. VPI’s approach has been disruptive to legacy approaches because its VPI EMPOWER software is easy to deploy, easy to use, and extremely cost effective. VPI EMPOWER leverages advanced analytics and an open, Web 2.0 architecture to help organizations more easily and rapidly identify and solve their critical business issues.

One of today’s most innovative approaches to the contact center quality assurance process comes from VPI.  VPI has developed a quality monitoring solution that takes away the uncertainty of listening to and evaluating random calls and replaces it with a process that identifies the calls that matter most to the user’s business.

One of the most dynamic approaches to this market segment also comes from VPI with their Real Time Performance Management solution. Many performance management solutions today provide historical end-of-day or end-of-week reporting.  VPI provides single view performance management reporting in real time across multiple sites and across multiple communications platforms.  VPI’s performance management solution captures data from such sources as ACDs and dialers, quality assurance, customer relationship management (CRM), helpdesk, and workforce management software in order to create unified reports and real-time views into the data."

- Paul Stockford, Director of Research, The National Association of Call Centers 2011 Market Update and Trends Report.


Pelorus

Dec 2010

VPI has the most comprehensive ready-to-sell workforce optimization suite of any vendor in its class.  VPI EMPOWER is extremely easy-to-use and well-designed with its highly customizable Web-based user interface.

- Dick Bucci, Principal Analyst, Pelorus Associates - 2010 World Contact Center Recording Systems Market Report


Dec 2010

"VPI has the most comprehensive ready-to-sell workforce optimization suite of any vendor in its class. Extremely easy-to-use and well-designed Web-based user interface. Service-oriented architecture speeds design and implementation of product enhancements."

Pelorus Associates, 2010 World Contact Center Interaction Recording Systems Market Report, November 2010


Apr 2009

"In the past, public safety organizations have recorded primarily for compliance, risk management and evidentiary purposes. But in recent years we have seen these organizations place increased emphasis upon improving the quality of their mission-critical voice and data interactions. The VPI EMPOWER 911 suite can be implemented rapidly and cost-effectively to record and automatically and assess a vast number of interactions and quickly identify the critically important ones that should be listened to, evaluated and coached on."

Source: Richard Bucci, Senior Analyst, The PELORUS Group


Jan 2007

"The Power to be Proactive captures a major shift in the mission and expectations of call centers today. Modern call centers are expected to not only quickly and accurately respond to customer queries but at the same time control costs, build customer loyalty, generate new revenues, and feed critical consumer insights back to management – in other words be more proactive. Through its innovative technology and strong network of industry partnerships VPI is well positioned to provide the solutions call centers need to take on these new responsibilities."

Source: Richard Bucci, Senior Analyst, The PELORUS Group


Oct 2006

"In recent years former point solution vendors have been expanding their portfolios, through R&D and acquisition, to offer more holistic solutions and single-point-of-contact accountability to their customers. To date this trend has primarily benefited the very large contact centers. With the acquisition of Syntora by VPI, coupled with Solution Made Easy (a consortium of cooperating point vendors, spearheaded by VPI) the benefits of working with one prime vendor for a wide range of needs are available to contact centers of all sizes."

Source: Richard Bucci, Senior Analyst, The PELORUS Group


Jun 2005

With strong R&D backing from multiple industry leaders, including Lucent, Dialogic, Borland and others, a group of experienced computer telephony engineers and business professionals began extensive research and development on new products for the emerging digital call recording, screen capture, and call center quality monitoring industry. This effort led to the creation of multiple call recording and quality management software solutions based on open standards and architecture, utilizing non-proprietary industrial strength PC components and technologies for maximum efficiency, flexibility, and capacity. The first recording solution on the Windows program was launched in 1994. The company was incorporated as VPI in 1998. By 2003 VPI had sold its 1,000th system.

The company now has about 70 employees. Sales were up in 2004 as 180 new accounts were added. Estimated sales in 2004 reached $12.5 million, of which approximately 75 percent represented sales of contact center applications and services. Most installations were replacements of competitor systems. International revenues tripled over 2003 and comprised 24 percent of total sales. VPI products are sold in over 30 countries. Three new products were added in 2004.

Large customers (400 or more agents) are served by the company's strategic sales team. Channel partners serve the public safety and small- to mid-market contact centers. International sales are conducted exclusively through channel partners. VPI partners with CallMiner for audio mining and speech analytics but also accommodates other technologies. They partner with Toronto-based Syntora for eLearning and contact center analytics.

VPI differentiates itself on the basis of the open architecture design of its new VPI EMPOWER™ and what it calls “actualized intelligence.” Open-architecture is a claim made by most vendors. VPI believes their definition is more encompassing and requires more than just non-proprietary hardware components -- it means all data and file formats must be industry standard and “open” for access as well. VPI contends that this approach results in a lower total cost of ownership for clients since they can use industry standard hardware and software and make many customizations on their own. The open design concept also allows VPI to concentrate R&D dollars on software enhancements rather than collecting and archiving customer interactions. ”Actualized intelligence” means real-time business intelligence that, based upon predetermined rules and thresholds, triggers real-time actions and events in the contact center or anywhere within the enterprise. They believe this is a truly dynamic, fully automated process that can actually act upon the intelligence instead of just presenting it.

Download The PELORUS Group's complete analyst perspective on VPI here.

Source: The PELORUS Group, 2005 Contact Center Marketing Recording Report


TMC

Oct 2007

"VPI has done well to understand the industry and anticipate its needs. The company provides a recording tool that not only addresses the needs of the company today, but also is flexible enough to expand to the dispersed contact center is tomorrow. VPI's continued innovative approach to meeting the needs of the contact center industry will help to firmly place the company in a leading position in the industry."

- TMCNet


May 2007

“VPI's proven success in the market, coupled with the portfolio it has to offer can help to drive growth over the long term.”

Source: Susan J. Campbell, Editor, TMC


Ventana

Jul 2012

VPI Optimizes Agents for Quality Customer Interactions

The contact center and customer service markets are developing quicker today than at any other period I have experienced during my time covering the industry. VPI continues to invest in its product portfolio to meet these growing demands, and as I have noted, VPI is making contact centers simpler to operate. As our Value Index finds, it is a vendor to not just watch but evaluate.

Richard Snow, Vice President and Research Director, Ventana Research, Expert from ‘VPI Optimizes Agents for Quality Customer Interactions’


Dec 2011

VPI Makes Contact Center Operations Suite and Simple

VPI's latest release, VPI Empower Suite 5.2, has new capabilities that address companies’ top-of-mind issues. Reporting and analysis have been enhanced to include more metrics, such as end-to-end interaction-handling time, first-call resolution (FCR) times, number of calls resulting in FCR, and multicall resolution times. Standard analyses have been added that focus on key business issues and use the 80/20 rule to find indicators that have the greatest impact on business performance. Improved desktop analytics allow companies to determine which interaction processes are working best, which agents are optimizing the way they handle interactions, and how interaction-handling processes can be improved.

The latest release from VPI includes an interesting concept called Smart Evaluations, which takes QM to the next level. The process is still driven by forms, but they are more dynamic. Parts of the form can be completed automatically: for example, information from a customer survey could be entered automatically on the form. In the same way speech and desktop analytics could be used to create a quality score that could also appear on the form. Second, users can build rules behind the form, which result in information and/or calls to action appearing on the form: for example, a low score for identifying the customer’s issue could trigger instructions to the agent to take a particular e-learning course or to a supervisor to give some one-on-one coaching. Third, rules can be set up to ensure actions are taken: for example, the results from an E-learning course could be registered back on the form, effectively closing the QM loop. Such automation and rule-driven actions can reduce overall effort, make the process more personal to the agent and achieve greater consistency across the whole QM process.

Alongside these functional improvements, VPI has made the applications easier to deploy and administer, improved the user interface, and installed more user control and better compliance. Like several other vendors it now has hosted options for deployment, which include having a secondary backup site hosted remotely. VPI has come a long way since my analysis at end of 2009 and have improved the breadth and depth of its contact center suite of offerings.As our Agent Performance Value Index shows, VPI is one of the leading vendors in this space, and these enhancements are likely to improve its position.


Dec 2009

“My recent research into contact center agent performance management showed that the most mature companies have deployed call recording, quality management, desktop usage, agent training and coaching, and agent related analytics and performance management as they find these support the full agent optimization cycle. They uncover what agents are saying and doing during calls, adherence to quality assurance processes, performance versus targets, and the training agents need to provide customers with a great experience.

VPI is one of the leading vendors with an integrated suite of products that covers all of these areas. Users benefit from an integrated approach that helps ensure overall ease of use and consistency across all modules. Users also benefit from VPI’s modular approach as they can start small and grow into a complete solution that fits their business needs. One of the strengths of the total VPI solution is the comprehensive analytics capabilities that help drive functionality in other modules and give operational managers the insights they need to ensure maximum efficiency and effectiveness in their centers."

- Richard Snow, Head of Contact Center and Customer Performance Management Research

Download your complimentary executive summary of the Contact Center Agent Performance Management Benchmark Research Report, featuring research and authored by Richard Snow from Ventana Research.