Reliably Capture Customer Interactions with VPI's Call Recording Solution
VPI’s call recording software offers the most advanced solution available today for reliable recording of audio communications and desktop screen capture. The solution enables smarter analysis and improved value of your call recording processes.
Maximize efficiency with easy-to-custom interface
Information at your fingertips with award-winning search, playback and reporting
Fast and accurate business insights with powerful reporting and alerts leveraging call metadata
Make better decisions faster with interaction analytics and real-time data visualizations
Convenient access with secure, centralized Web-based interface
Supports traditional TDM and Voice over IP call recording in the same system
Ranked 1st in 13 of 14 product categories in DMG Consulting’s 2012 Product and Market Report – received a perfect score in 10 of the 14 product categories based on customer satisfaction feedback. Download Report
VPI Fact Finder has the ability capture and tag valuable data and events directly from employee application screens to recorded calls which enables advanced search capabilities, more rapid insight into challenges and opportunities for improvement, and targeted quality monitoring based on business outcomes.
Highly customizable reports, dashboards, heat maps, desktop tickers and automated messaging and alerting capabilities included with all VPI product modules.
Root Cause Analysis
Drill-through reports enable easy root cause analysis via through varying levels of data. Several reports even allow for one-click playback of the relevant call recordings.
Lowest Cost of Ownership
Significant lowering of Total Cost of Ownership from legacy vendors due to single enterprise architecture, universal file access and support for VoIP, Digital and TDM communications in the same system. Unlike most legacy vendors, VPI does not force forklift 'box' upgrades and ends the 'cycle of obsolescence' with it's version upgrade maintenance plan.
PCI DSS and HIPAA Compliant
Advanced Support for PCI DSS Compliance (Payment Card Industry Data Security Standard) and HIPAA Compliance (Health Insurance Portability and Accountability Act).
Traditional quality assurance (QA), which has been primarily focused on monitoring and improving internal agent quality and compliance for the past 30 years, is now also being used to uncover valuable insights to improve business operations and customer satisfaction. The emergence of workflow automation and embedded analytics with new QA solutions are helping customer facing organizations around the world reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, the latest QA solutions take you straight to what really matters – delivering insight into critical business issues and opportunities to improve customer experience and revenue outcomes. This resource guide outlines and reviews the key considerations and top ten capabilities of importance when purchasing a new, more effective QA solution.
The latest report from the National Association of Call Centers (NACC) shows a very optimistic outlook for the call center industry. Learn about benchmark research and the latest trends in call recording, quality monitoring, speech analytics, performance analytics and E-learning.
There is immense pressure on contact centers to improve customer satisfaction while reducing internal costs. Without the right technologies and processes in place, it can be virtually impossible for contact centers to create the best possible customer service environment. Download the white paper to learn how to harness the power of unified workforce optimization solutions to get call recording, quality assurance, WFM, analytics, performance management, E-learning and customer surveying to work together to optimize contact center performance, customer satisfaction and compliance. You'll also learn how to quickly identify critical customer issues and realize process improvement opportunities across multiple communication channels - use analytics to identify high value interactions, prevalent reasons for customer calls, bottlenecks in contact center processes, and gaps in agent skills and knowledge. You'll discover proven methods for creating highly effective agent learning programs - personalize training content selection and delivery based on individual performance measures and skill gaps, prioritized by ranking of business objectives.
On October 28, 2010, the Payment Card Industry Standards Council made a major update to the PCI Data Security Standard. PCI DSS version 2.0 went effective on January 1, 2011. Organizations that do not take action this year to ensure compliance with these new requirements could face costly fines. You'll learn how the new PCI DSS requirements will affect your organization, important PCI DSS requirements that impact call recording and quality monitoring, six alternatives for preventing recording and storing of sensitive credit card authentication data and much more!
Download this complimentary 35 page report executive summary to learn which contact center quality management and liability call recording technologies help call center managers achieve their primary goals, key contact center quality management and liability recording technology trends altering the direction of contact centers, How to take your contact center quality management program to the next level and increase productivity while enhancing the customer experience and agent satisfaction and many more call center quality management skills!
As the premier provider of call recording and workforce optimization solutions, VPI is pleased to offer you the following white paper on call recording regulations, call recording laws by state and solutions for ensuring compliance. Some of the many regulations covered include Payment Card Industry Data Security Standard (PCI-DSS), Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA) among many others!
Traditional touch tone and speech IVRs have failed because they try to take customers down a linear path. Learn how conversational virtual call agents powered by artificial intelligence can help you successfully automate a much broader range of your inbound and outbound call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs. You’ll also learn how several world-class organizations are already using cloud-based virtual call agents to lower costs, improve customer experience and gain a strong competitive advantage. You'll also learn about how easy it is to get started successfully automating your calls with VPI's Risk Free 30-Day Trial.
Learn how you can now automate a much broader range of your call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs and even some human agents. You’ll also learn how several world-class organizations are already using conversational virtual agents to lower costs, improve customer experience and gain a strong competitive advantage.
Learn how Cisco and VPI customer Straumann, a global leader in dental implant solutions and restorative dentistry, enhanced the capabilities of its Cisco Unified Contact Center system and operations with VPI's award-winning real-time performance management reporting solution. The VPI Cisco UCC Enterprise reporting and Cisco UCC Express reporting solution complements and enhances the UCCX and UCCE platforms greatly by consolidating data and presenting actionable, real-time information in the form of Web dashboards, interactive Cisco UCCE and UCCX reports, scorecards and desktop tickers to empower contact center managers and agents to make better, quicker decisions. To learn more, visit http://www.VPI-corp.com/Cisco
You and your team are invited to learn how VPI's latest software version release VPI EMPOWER 5.2 will help your organization more effectively capture, analyze and leverage multimedia interactions to improve workforce performance, build customer loyalty, minimize risk, and ensure regulatory compliance.
VPI’s flexible, open architecture system runs on standard industry hardware, is cost effective and includes robust features that will enable you to leverage powerful data associated with interactions like never before.
Watch the Webcast to review the findings from Ventana Research’s new benchmark study of 273 organizations and learn how leading contact centers are transitioning from tedious, inaccurate and siloed reporting to real-time, consolidated reporting.
Hear Mohan Nair, a proven six sigma black belt, explore many of the misunderstood, forgotten elements of the original Lean Six Sigma model and foundational practices that comprises a good quality assurance program within contact centers.
Experience VPI EMPOWER, the next generation in contact center quality, performance and risk management software tools. Learn how easy it is to uncover critical trends, issues and opportunities all from a personalized Web-based portal interface.
Learn how Michele Rowan, a 12-year contact center veteran and former VP of Performance Management for Hilton Reservations and Customer Care, successfully launched Hilton Hotels Corporation's first European work-at-home call center program!
...ding contact center call recording, call center quality assurance management, call center analytics, call center performance management and call cente...
VPI is the world’s leading developer and provider of Customer Experience and Workforce Optimization software solutions and services for enterprises, trading floors, government agencies and first responders. The unique, award-winning VPI EMPOWER™ Web-based software suite integrates call recording, quality management, interaction analytics, performance reporting, E-learning and conversational virtual call agents. This groundbreaking solution suite enables organizations to radically improve customer experience, optimize operational performance, minimize risk and ensure compliance with less staff than ever before possible.
Every module within the VPI EMPOWER suite leverages advanced analytics, workflow automation and an open, Web 2.0 architecture to capture and share real-time insights from multiple communications and customer management platforms and automate virtually every manual task performed within contact centers today. VPI’s approach has been disruptive to legacy designs because its software is easy to deploy, easy to use, and extremely cost effective – resulting in a significant return on investment.
Our 1,500+ successful customers in 50 countries worldwide tell the story best. Here are just a few.
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