Call Center Recording Software Solutions
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Call Center Recording

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

Reliably Capture Customer Interactions with VPI's Call Center Recording Solution

View a Live Call Center Recording Software Demo!
Request a Quote for Call Center Recording Software.
Call Center Recording Software White Papers

VPI’s call center 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 center recording processes.


Proven Benefits

Supports traditional TDM and Voice over IP call recording in the same system

Peace of mind with secure call center recording for managing liability or PCI DSS compliance

Unified recording for VoIP, TDM and hybrid environments – across any number of locations

Convenient access with secure, centralized Web-based interface

Make better decisions faster with interaction analytics and real-time data visualizations

Maximize efficiency with easy-to-custom interface

 
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.

 
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

 
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.

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.

Download The Business Case for Contact Center Performance ManagementThe Business Case for Contact Center Performance Management
Download NowDownload The Business Case for Contact Center Performance Management Now

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.

 
Download ContactBabel Inner Circle Guide to Customer Contact AnalyticsContactBabel Inner Circle Guide to Customer Contact Analytics
Download NowDownload ContactBabel Inner Circle Guide to Customer Contact Analytics Now

“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.

 
Download Call Center IQ Executive Report on Call Center Performance Operations and TechnologyCall Center IQ Executive Report on Call Center Performance Operations and Technology
Download NowDownload Call Center IQ Executive Report on Call Center Performance Operations and Technology Now

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 CCIQ’s 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.

 
Download Avoiding the Pitfalls of Speech Analytics ImplementationsAvoiding the Pitfalls of Speech Analytics Implementations
Download NowDownload Avoiding the Pitfalls of Speech Analytics Implementations Now

Speech analytics is a fantastic tool when it’s used properly. It has the ability to provide valuable insights into customer needs, wants and opportunities. Better yet, business insights can be quickly identified and correlated without intruding on customer communications. This sounds great – and it can be – when the potential barriers and challenges are addressed.

 
Download Navigating Call Recording LawNavigating Call Recording Law
Download NowDownload Navigating Call Recording Law Now

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)

 
Download Contact Center Quality Assurance Buyers GuideContact Center Quality Assurance Buyers Guide
Knowing What to Look for Up-Front is Essential for Organizations to Select the Right Solution for their Needs
Download NowDownload Contact Center Quality Assurance Buyers Guide Now

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.

 
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 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 Call Recording Guide to PCI DSS ComplianceCall Recording Guide to PCI DSS Compliance
Authored by Pelorus Associates
Download NowDownload Call Recording Guide to PCI DSS Compliance Now

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 Contact Center Optimization in a Challenging EconomyContact Center Optimization in a Challenging Economy
Authored by Datamonitor
Download NowDownload Contact Center Optimization in a Challenging Economy Now
 
Download  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies
Authored by The Pelorus Group
Download NowDownload  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies Now
 
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 Frost & Sullivan Agent Performance Optimization Market Key TrendsFrost & Sullivan Agent Performance Optimization Market Key Trends
Download NowDownload Frost & Sullivan Agent Performance Optimization Market Key Trends Now
 
Download DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market ReportDMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report
Published by DMG Consulting
Download NowDownload DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report Now

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!

 
Download Critical Call Recording Laws, Regulations and Best Practices for Ensuring ComplianceCritical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance
Authored by and Featuring Research from analyst Dick Bucci of The PELORUS Group
Download NowDownload Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance Now

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!

 
Download Best Practices in Call Center Recording, Quality Monitoring and CoachingBest Practices in Call Center Recording, Quality Monitoring and Coaching
Authored by and Featuring Research from analyst Dick Bucci of The PELORUS Group
Download NowDownload Best Practices in Call Center Recording, Quality Monitoring and Coaching Now
 
Download Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact CentersCall Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers
Authored by Dick Bucci from The Pelorus Group
Download NowDownload Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers Now
 
Download DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report ReprintDMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint
Authored by and Featuring Research from DMG Consulting
Download NowDownload DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint Now
 
Download IVR Gets a Brain: From Zero to Hero in Just 30 DaysIVR Gets a Brain: From Zero to Hero in Just 30 Days View Webcast

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.

 
 
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 Powerful Cisco Reporting for UCC Contact Centers: A Straumann Customer Case StudyPowerful Cisco Reporting for UCC Contact Centers: A Straumann Customer Case Study View Webcast

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

 
 
Download Experience VPIs Award Winning EMPOWER v5.2Experience VPIs 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 Recording
 
 
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. 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.