Call Center Analytics Solutions
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Call Center Analytics

    1-800-Flowers.com
    American Suzuki Motor Corporation
    AT&T
    Cemex
    CNN / Turner Broadcasting
    Dex One
    Fuji Film
    General Electric
    Hunter Douglas
    Hyundai
    Interstate Batteries
    National Geographic
    Princess Cruises
    Sony
    Turner Broadcasting
    TV Guide Networks Inc.
    Verizon Business

Rapdily Uncover Actionable Insights with VPI's Call Center Analytics Solution

View a Free Live Call Center Analytics Demonstration!
Request a Quote for Call Center Analytics Software.
Call Center Analytics Software White Papers

VPI’s call center analytics software the most accurate and effective interaction analytics solution on the market today.  The ground-breaking call center analytics system works much smarter than traditional approaches - it analyzes all forms of communications within a context of in-call interaction data, automatically collected via VPI Fact Finder. 


Proven Benefits

Earn customer loyalty by understanding their needs faster

Lower cost per call by reducing handle time and transfers

Identify at-risk customers and respond to competitors’ actions faster

Introduce and manage promotional campaigns more successfully

Avoid fines for non-compliance

Improve First Contact Resolution by reducing unnecessary repeat contacts

 
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.

 
Powerful Reporting

Highly customizable reports, dashboards, heat maps, desktop tickers and automated messaging and alerting capabilities included with all VPI product modules.

 
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).

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.

 
Embedded Analytics

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.

 
Top Rated

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

Download DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction StudyDMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study
Learn why customers ranked VPI's contact center workforce optimizaiton solutions ranked first in 13 of 14 product satisfaction categories.
Download NowDownload DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study Now

Read the report reprint to learn more about 13 of 14 product categories that VPI's recording, QA and workforce optimization solutions ranked first in DMG Consulting's 2012 Product and Market Report.

 
Download How to Solve 7 Everyday Call Center Problems with AnalyticsHow to Solve 7 Everyday Call Center Problems with Analytics
authored by chief analyst Dick Bucci from Pelorus Associates
Download NowDownload How to Solve 7 Everyday Call Center Problems with Analytics Now

Learn how to solve seven major problems faced by contact centers everyday with desktop analytics, including:
1. Measurement and analysis of first call resolution
2. More effective agent evaluations
3. Optimizing call handle time
4. Campaign analysis
5. Identification of at risk customers
6. Collections optimization and compliance
7. Achieving PCI – DSS compliance

 
Download NACC Call Center Market Trends and Forecast Report NACC Call Center Market Trends and Forecast Report
by the National Association of Call Centers (NACC)
Download NowDownload NACC Call Center Market Trends and Forecast Report  Now

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.

 
Download Getting Workforce Optimization RightGetting Workforce Optimization Right
How to Align Your Agent Training and Management with the Needs of Your Customers, authored by Ovum
Download NowDownload Getting Workforce Optimization Right Now

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.

 
Download Using Business Optimization Analytics to Solve Your Critical Contact Center Issues FasterUsing Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download NowDownload Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 
Download Transitioning from Old QA to New Analytics-Enabled Quality AssuranceTransitioning from Old QA to New Analytics-Enabled Quality Assurance
Authored by DMG Consulting
Download NowDownload Transitioning from Old QA to New Analytics-Enabled Quality Assurance Now

The Quality Assurance (QA) process for most contact centers has been a cumbersome undertaking for three decades. Now, there is a better way – the next generation of QA solutions is here. Utilizing workflow automation and analytics, they can reduce the manual steps required by most QA applications by 60 to 80 percent while ensuring the voice of the customer (VOC) is still heard.

 
Download VPI Fact Finder: Revolutionizing Contact Center AnalyticsVPI Fact Finder: Revolutionizing Contact Center Analytics
Authored by Saddletree Research
Download NowDownload VPI Fact Finder: Revolutionizing Contact Center Analytics Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, VPI Fact Finder is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 
Download Mastering First Contact Resolution with AnalyticsMastering First Contact Resolution with Analytics
Authored by VPI
Download NowDownload Mastering First Contact Resolution with Analytics Now

No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier.

 
Download Accelerating Contact Center Quality Assurance and Performance Optimization with Screen AnalyticsAccelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
Authored by DMG Consulting
Download NowDownload Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics Now
 
Download How Performance Analytics is Enabling Contact Centers to Achieve their GoalsHow Performance Analytics is Enabling Contact Centers to Achieve their Goals
Authored by and Featuring Research from Frost & Sullivan
Download NowDownload How Performance Analytics is Enabling Contact Centers to Achieve their Goals Now
 
Download Optimizing the Customer Experience with Virtual Call AgentsOptimizing the Customer Experience with Virtual Call Agents View Webcast

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.

 
 
Download Experience VPIís Award Winning EMPOWER v5.2Experience VPIís Award Winning EMPOWER v5.2 View Webcast

Quality and Performance Demo

  • 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.
 
 
 
News and Blog Articles on Call Center Analytics
 
 
About VPI

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. VPIís approach has been disruptive to legacy designs because its software is easy to deploy, easy to use, and extremely cost effective Ė 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.