VPI Call Center Workforce Management Software for Call Center Scheduling and Forecasting.

Forecast, schedule and keep the right number of employees in seats.

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COMMUNITY
Workforce Management

VPI’s workforce management software (COMMUNITY) simplifies the very complicated task of contact center resource forecasting and scheduling. COMMUNITY call center workforce management software is able to help you achieve operational efficiency without sacrificing the customer experience. Designed for rapid deployment and easy integration COMMUNITY is also easy to use and manage, providing most of our clients with tangible investment returns in just 90 days.

Whether you are an agent, manager, director, executive or in resource planning, our software will provide you with a comprehensive dashboard customized to your needs displaying real time information so you can make timely, informed decisions.

Everyone Wins with COMMUNITY

Executives

Long range and short term ‘What-if Analysis’ planning capabilities improve budgeting and annual hiring plan creation.

Managers and Supervisors

Automation of complex tasks and robust reporting to manage intraday and long-range performance proactively.

Agents

Easy self-scheduling and tracking with Web-based agent portal. Perform shift bids, trades and time-off requests. Set preferred media channel information delivery: Web pop-ups, SMS text, email and memos.

IT

Benefit from a secure reliable platform with a broad range of proven ACD integrations, virtualized deployment options, and carrier-independent mobile support.

Typical Improvements

Most customers realize ROI within 90 days due to:

bullet 15% increase in schedule adherence
bullet 20% increase in operational efficiency
bullet 20% reduction in labor costs
bullet 40% reduction in unplanned overtime

Learn More

Please fill out this form to get the VPI Community Workforce Management fact sheet

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VPI Community Workforce Management
Red Canoe Credit Union

Community helped us increase agent adherence by 20% and absorb a 10% staff reduction without a decrease in SLAs!

Red Canoe Credit Union

Explore below to learn more about how your contact center can benefit today from VPI COMMUNITY workforce management software.

Forecasting

COMMUNITY call center workforce management software system uses proven forecasting techniques, with intelligent analysis of your historical data, using Static Profiles based on similar weeks, Date Range Profiles, Excel Profiles for external data sources, or Manual Profiles. Users may manipulate Demand, Service Objectives, and Overhead Factors to create an unlimited number of staff plans or scenarios.

Schedules can be blended across multiple agent skills and media types. The system monitors and measures skills for each agent and across skills.

bullet Include accurate channel-specific configurations for voice, email, chat, or back office
bullet Create or update trends on a yearly, monthly, daily and 15-minute interval basis
bullet Account for shifting customer contact volumes and contact channels
bullet Combine inbound, outbound, in-house, outsourced, virtual contact center and back-office

Scheduling

COMMUNITY seamlessly integrates forecasting and scheduling and provides accurate staffing requirements calculation in a few clicks.

Intelligent, parameter based, schedule change controls and editing features enable hundreds of schedule edits with just a few clicks. VPI helps you avoid repetitive simulations, accurately reflecting the relationship between work streams and agent serving teams, incorporating priority levels and overflow dynamics.

Carrier independent, tightly integrated end to end mobile messaging extends communication past the desktop and beyond the boundaries of the office. Quite simply, there is nothing like it.

Balance the needs of different functional business units, groups, individual agent rules, agent preferences, agent skills, and more

bullet Configuration down to the split/skill interval level for service level goals, abandons, agent occupancy, Intervals and schedules configurable to 15 min increments
bullet Schedule cost control mechanism, range from lowest cost to maximum coverage
bullet Schedule agents to one or more serving teams reflecting their individual skill sets
bullet Mix and match any schedule with any forecasts simultaneously.

Real-time Adherence

Adherence is one of the biggest challenges in contact center scheduling, since staffing makes up the bulk of a contact center budget. Ensuring agents adhere to their schedules is key to meeting service level objectives, managing cost and agent productivity.

Community keeps supervisors aligned with their team’s schedules and performance metrics. The system monitors adherence to scheduled activities through the integration with your ACD. Current agent schedules are matched against ACD status data, such as Incoming Call, After Call Work, or Available. Real-time updates reflect changing customer and agent behavior.

Community’s innovative messaging ensures that you are always on a top of changes that impact your agents, whether they are initiated by you, your agents, or the scheduling team. New mobile messaging features extend these features for mass communication with agents on their preferred media channel, via web alerts, email or SMS.

bullet Real-time adherence monitoring with supervisor and agent notification, enables fast action
bullet Customized interfaces and alert levels
bullet Real-time photo based alerts
bullet One-click adherence reconciliation

Schedulers may communicate with the agents using any combination or all of the following channels to address intra-day needs:

1. Personal and corporate email addresses via email gateway
2. Simple Text messaging via carrier independent gateway
3. Pop-up messages and offers
4. Imbedded System Memos
5. Via the mobile app
6. Streaming messages

Web based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhereReal-time adherence monitoring and alerts      Web based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhereSchedule adherence reporting

Reporting

COMMUNITY includes a comprehensive reporting and analysis for textual and graphical reports to visualize almost any data collected or generated. Adherence views, or any report associated with forecast, schedules or intraday management, may be viewed by enterprise across sites, skills, or organizational chart - in discreet or rolled up views by day or date range for any one agent, group of agents or all agents.

Virtually every report has multiple execution parameters and report view options that allow users to drill down through the Enterprise Model and Organizational structure resulting in thousands of report variations.

With COMMUNITY’s mobile access to reports, supervisors, managers, and executives can access important data conveniently via mobile-friendly graphical interface.

bullet Dynamic, interactive reporting for actionable views with multi-level drill-downs from consolidated data to business units, groups, and agents
bullet Interactive portals empower Agents, Supervisors and Schedulers with timely information and performance data
bullet Individual agent and aggregate productivity metrics increase visibility and drive efficiency
bullet Collaborative interaction engages all resources to respond to the dynamics of customer behavior securing consistent service level delivery
bullet Display both real-time and historical performance information in desktop tickers, customized for agents, supervisors and managers
bullet Rapidly assess agent performance in scorecards that combine workforce performance and other metrics

My Metrics view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds My Metrics view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds

Integrations

The COMMUNITY contact center WFM system offers flexible, open interface for the best fit into any ACD, CMS, or Dialer environment, to include hybrid environments with numerous ACD platforms running at different sites.

bullet Avaya, Cisco, Aspect, Asterisk, NEC, Nortel, i3, Siemens, ShoreTel, InContact, Mitel, Rockwell, TouchStar
bullet Skills based routing
bullet Integrations to other modules of VPI EMPOWER: call center business intelligence reporting with real-time adherence metrics, agent schedule information included in reports, automatic assignment of coaching during scheduled training time, administrative data, forecast data

 

Interactive Intelligence is a global provider of on-premises and cloud based solutions for contact center, unified communications, and business process automation, designed to improve the customer experience. Its solutions are complementary to VPI’s WFO Suite.

 
NEC Corporation

VPI is NEC’s Univerge partner – our digital call recording products have been NEC Fusion- certified since 1998, to provide reliable, feature-rich recording of NEC’s voice communication platforms to both, enterprises and SMB organizations.

> View Integration Info
 
Nortel Networks Corporation

VPI is a long-term Nortel Open Developer Partner, providing recording solutions that seamlessly integrate with multiple Nortel telephony platforms, both TDM and VoIP - to capture, evaluate, analyze and improve multimedia interactions over converging networks.

> View Integration Info
 
ShoreTel

As a dedicated ShoreTel Innovation Network partner, VPI ensures that organizations are able to effectively capture, evaluate, analyze and improve multimedia interactions in ShoreTel Communicator, ShoreTel Mobility nd other ShoreTel environments.

> View Integration Info
 

Customer Success

UpSource UpSource Implements VPI EMPOWER: Achieves Double-Digit Increases in FCR and CSAT in Just Six Months
UpSource, Inc. is a premier provider of outsourced sales, support and technology services with locations in New Bedford, Massachusetts; Seminole, Oklahoma; and Nova Scotia, Canada.UpSource needed to closely monitor and drive improvements in first issue resolution rates and customer satisfaction scores.UpSource selected VPI EMPOWER suite of contact center workforce optimization software solutions for optimization of performance reporting and close monitoring and improvement of customer satisfaction.
> See how they did it

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VPI Customer Ratings and Reviews

VPI has been a great investment from the very beginning. VPI's implementation, training and continued support is top notch. We look forward to a long rewarding relationship with VPI.

Roger Gallup Support Manager, Zoll Medical Corporation
Zoll Medical Corporation Customer Succes 5 Star Quote

VPI is the perfect fit. They’re a partner who listens and really cares. We’ve come to rely on VPI’s call recordings – they’re always there when we need them and the software interface is super easy to use.

Brandon Olsen Technical Project Manager, Black Hills Energy
Black Hills Energy Customer Succes 5 Star Quote

We have easily doubled our QA productivity with VPI. You can't afford not to use this software.

Jack Fuller Crew Manager, Norfolk Southern Corporation
Norfolk Southern Corporation Customer Succes 5 Star Quote