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.


Ventana Research, December 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, October 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, June 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

Datamonitor, June 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

The PELORUS Group, April 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, October 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

Gartner, September 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

TMC, October 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

Frost & Sullivan, June 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 tight integration with elearning and messaging modules.”

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

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

The PELORUS Group, January 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



Frost & Sullivan, October 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

The PELORUS Group, October 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

DMG Consulting, October 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

Gartner, October 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, August 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, August 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, January 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.

DMG Consulting, August 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

The PELORUS Group, June 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

 

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