Improve Service Quality and Save Time with VPI's Automated Call Center Monitoring Solution
VPI’s call center monitoring software solutions provide the latest-generation tools for the most effective evaluation of employee knowledge and behaviors in recorded customer communications. Armed with this call center monitoring software, you will enable employees and their supervisors to dramatically improve their productivity and job satisfaction, deliver excellent customer service and earn valuable customer loyalty.
Intelligent analytics-driven call selection for QA evaluation
Engaged, accountable employees with real-time QA feedback
Fast and accurate insights with real-time management tickers
Adaptable with web-based customization and personalization
Maximize QA program efficiency with automated call selection for evaluation
Actionable views into customer experience issues and opportunities
Highly customizable reports, dashboards, heat maps, desktop tickers and automated messaging and alerting capabilities included with all VPI product modules.
Automated workflow saves you time and resources. Eliminate the need for hunting and pecking for calls to evaluate to QA To-do lists, automatically share feedback with agents, and schedule reports to be run and delivered.
Real-time quality and performance intelligence is delivered via desktop ticker-like dashboards with KPIs and consolidated Web reports that trigger real-time actions and events.
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.
VPI has the broadest range of proven recording and reporting integrations with all major communications platforms including Aspect, Avaya, Cisco, Genesys, Mitel, NexxPhase, NEC, Nortel, Zeacom, and many others.
Customizable Evaluation Forms
Easily create and modify an unlimited number of QA evaluation forms without the need for IT assistance.
Targeted Quality Monitoring
Intelligent, analytics-driven selection of the highest value, most coachable calls for evaluation focused on improving business and customer experience outcomes.
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.
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.
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
To avoid costly violations and ensure customer credibility, you need to be aware of many of the new and evolving laws, regulations, and industry standards that most profoundly affect contact centers, what you can do to avoid problems, and where to go when you need help. Regulations covered include: Payment Card Industry Data Security Standard (PCI-DSS), Dodd Frank Wall Street Reform and Consumer Protection Act, Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA), Fair Debt Collections Practices Act (FDCPA), Consent to Record, Health Insurance Portability and Accountability Act (HIPAA) and Family Medical Leave Act (FMLA)
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.
Traditional call center quality assurance has reached the end of its life cycle – it is too cumbersome to embrace the latest customer mindset and often contributes to customer dissatisfaction, organizational turmoil and reduced agent morale. The new, intelligent call center quality assurance systems automate workflow and rapidly identify insights into critical business and customer experience issues and opportunities. Perhaps most importantly, call center quality assurance now encompasses the entire process of doing good business throughout your contact center.
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.
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 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!
In today's highly competitive and rapidly evolving marketplace, it's crucial to equip agents with the appropriate skills to respond to customers effectively and efficiently. E-learning and coaching tools are proven to help contact centers mitigate agent churn, reduce staffing shortages and improve performance. This brand new white paper provides proven best practices and groundbreaking techniques for deploying e-learning and coaching solutions in the contact center.
Analytics can help you transform your contact center’s quality assurance (QA) program from mere internal compliance monitoring to a business value generating engine. Analytics and workflow automation can help you reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, they take you straight to what really matters – delivering insight into critical business issues and opportunities to improve customer experience and revenue outcomes. Attend this informative session to learn how to get more value from your QA program by using analytics to classify and assign interactions for review based on their business value.
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.
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 Monitoring
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.
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