Accelerate Service and Sales Performance with VPI's Call Center Performance Management Solution
VPI’s call center performance management software is proven to rapidly boost contact center performance and operational effectiveness. These call center performance management systems are powerful enablers of rapid discovery, diagnosis and management of performance issues before they have a chance to adversely impact customer satisfaction.
Empower employees to self-manage with real-time views into their KPI results vs. goals
Respond to performance issues quicker with automated alerts and messages triggered by KPI
Real-time visibility into performance with web dashboards, tickers, and dynamic reports
Empower employees to self-manage with real-time views into their KPI results vs. goals
Flexible and adaptable performance tracking with customizable KPI definitions
Built-in prioritization of high-value information with color-coded metrics
Highly customizable reports, dashboards, heat maps, desktop tickers and automated messaging and alerting capabilities included with all VPI product modules.
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.
Real-Time Tickers and Scorecards
Deliver up-to-the-minute actionable call statistics, quality updates, and performance information, consolidated from multiple systems and/or locations and personalized for each user.
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
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.
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.
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.
This eBook, which draws on Ventana Research’s extensive benchmark research, uncovers the 8 proven benefits of modern contact center performance management systems. You’ll learn how to develop a strong business case for investing in performance management systems that track and help improve contact center performance, employee satisfaction and the customer experience, and why performance management systems are one of the top two planned analytics investments for the year ahead.
“The Inner Circle Guide to Customer Contact Analytics” is a detailed and realistic analysis of the many benefits of speech and multi-channel analytics, as well as the technology, implementation best practices, ROI model building, expected results, speech analytics software comparison and market landscape. Through understanding the content of vast volumes of interactions, the level of actionable insight that analytics can unlock is unprecedented. The report also features actual and potential end-users asking tough questions to solution providers about the reality of using speech analytics software.
Always designed to serve customers, the call center is now committed to satisfying them. In order to honor that commitment, organizations must calibrate their call center operations with the notion of customer satisfaction. It is within this customer-centric landscape that Call Center IQ issues its annual Executive Report on Call Center Performance, Operations and Technology. Constructed with call center benchmarking data from CCIQís annual Call Center Performance and Operations survey and colored with insights from several thought leaders, the report unpacks and assesses the state of call center operations.
Whether you have 20 or 20,000 agents in your contact center, itís essential to have one system of record that collects, consolidates, standardizes, analyzes and presents timely and actionable findings and recommendations to agents, supervisors and managers. Review the list of 35 common issues that performance management solutions address to see the many ways your customer-facing operations can benefit.
Download the complimentary benchmark research paper, authored by Chief Analyst Paul Stockford of Saddletree Research, to learn how real-time performance management enables split-second decisions from overall contact center performance down to a single customer contact. You'll discover today's most important contact center issues to measure and act upon in real-time and the highest-value metrics to share in real time with front line agents. You'll also learn why real-time performance management software is among the elite industry solutions with highest ROI impact.
Have you ever been blindsided by issues in your contact center? Still manually compiling data from different systems? Need timelier, more flexible reporting? If so, youíre not alone. Most contact centers are dependent upon incredibly limited reports that canít provide the critical and timely data and alerts essential for crisis prevention and optimum performance. Fortunately, recent innovations in contact center performance management technology means that you donít have to struggle with reporting anymore. There are now flexible, real-time and historical reporting tools that can adapt to your specific, evolving business needs. Download this groundbreaking white paper authored by renowned analyst Donna Fluss today to learn how.
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.
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!
Now more than ever, contact center managers and executives need to be proactive in helping their organizations accomplish strategic and tactical goals, but with so much data available there's a tendency to rely upon the tried and true call center metrics that everyone tracks. Successful managers know the call center metrics that matter, understand contact center metrics best practices, and utilize proactive technologies that enable them to monitor call center measures to identify and optimize rather than wait and react.
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.
News and Blog Articles on Call Center Performance Management
...he latest real-time call center performance management systems. By delivering the right information to the right employees at the right time, based on...
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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