Call Monitoring Software Solutions and Resources
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Call Monitoring

    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

Improve Service Quality and Save Time with VPI's Automated Call Monitoring Solution

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

VPI’s call 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 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.


Proven Benefits

Actionable views into customer experience issues and opportunities

Efficient in-depth QA status and progress analysis with interactive reports

Close employee skill gaps with optional integrated E-learning

Maximum impact with optional integrated employee desktop Coaching

Powerful personalized visualization of QA data in web dashboards

Intelligent analytics-driven call selection for QA evaluation

 
Interoperability

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.

 
Actionable Intelligence

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.

Powerful Reporting

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

 
Workflow Engine

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.

 
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.

 
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

 
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.

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.

 
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 Quality Assurance 2.0: The Rebirth of Contact Center QAQuality Assurance 2.0: The Rebirth of Contact Center QA
Download NowDownload Quality Assurance 2.0: The Rebirth of Contact Center QA Now

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.

 
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 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 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 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 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 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 Contact Center QA Guide: Building a World-Class Quality Assurance ProgramContact Center QA Guide: Building a World-Class Quality Assurance Program
Authored by analyst Donna Fluss from DMG Consulting
Download NowDownload Contact Center QA Guide: Building a World-Class Quality Assurance Program Now
 
Download Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer ExperienceCall Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience
Authored by Donna Fluss from DMG Consulting
Download NowDownload Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience Now
 
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 5 Secrets to Contact Center E-Learning and Coaching Success5 Secrets to Contact Center E-Learning and Coaching Success
Authored by Ovum Research
Download NowDownload 5 Secrets to Contact Center E-Learning and Coaching Success Now

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.

 
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 Making QA Count: Using Analytics to Focus on Business OutcomesMaking QA Count: Using Analytics to Focus on Business Outcomes View Webcast

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.

 
 
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 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 Monitoring
 
 
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.