5 Key Factors that Set VPI Apart:

Innovation - Quality Management Redefined continued...

Virtually every division of your enterprise will benefit from the vast store of valuable information gathered via call recording in your contact center. For example, marketing departments have the ability to gain extensive real-time marketplace feedback on specific campaigns, the performance of individual products, and customers' attitudes towards competitors' brands. At the boardroom level, both real-time and historical reports formulated from intelligence gathered from the contact center will assist in strategic decision-making – from organizational positioning to tactical decisions, such as resource allocation.

VPI enables you to evaluate customer interactions that are important to your strategic goals, based on results of the interactions. Department managers can easily drill down from web-based reports and listen to individual calls that have resulted in a sale (or other objective). With this advanced degree of flexibility, managers are now equipped with the tools to discover what the customer is responding to and why! Consequently, the focus or direction of the campaign can be immediately adjusted and strengthened in accordance with these findings.

Based on business rules, our innovative eLearning agent training and coaching application automatically intervenes when agents are under-performing by delivering targeted training materials directly to the desktops of the agents handling the campaign. By targeting the right training to the right group of agents at the right time, companies are able to quickly address gaps in communication strategy and execution – helping to improve the customer experience and thus increasing profitability. By developing a culture of promptly responding to market intelligence mined from interaction recordings, your organization as a whole can gain a significant competitive edge resulting in a long-term success.

Flexibility - Means Convenience and Scalability continued...

The VPI platforms have been developed to support endless flexibility in integrations and customization through API's (Application Programming Interface) and Active X – VPI or your technical team can integrate VPI solutions to virtually any database driven application in the enterprise allowing access to interaction records directly from Customer Relationship Management (CRM), Workforce Management, or other existing or future applications.

VPI was the first to support effective management of storage and distribution of any volume of records via its powerful SQL database coupled with a unique Variable Archiving Engine. You will be able to decide how to manage the storage of various groups of records based on a variety of criteria that can include telephony or business application events (ActiveX / API Integration) in any combination and occurring before, during or after the phone interaction, for high-precision data retention definitions.

Different users can access call records pertinent to their needs quickly and conveniently, regardless of their physical location, since VPI solutions can be deployed stand-alone or fully networked. For instance, at a corporate level, all of your systems can be integrated together to provide one unified view of the entire enterprise, while at the branch level, access rights would be restricted to local access only. A Web-browser interface is available to outside users for convenient access to call records with a high degree of embedded system security. Our call recording software-based solutions offer CTI compatibility, direct digital integration with all major PBX's and an analog-level of compatibility with any telephony/radio technology.

To minimize the costs of long term storage and to maximize safety and integrity of your data, VPI is committed to the latest in storage concepts. Due to open architecture design, our quality management and call recording software-based solutions avoid obsolescence by leveraging the latest in storage and data processing technologies.

Flexibility also extends to the terms by which we do business. As your business partner cognizant of your needs we will make every good faith effort to provide terms that are directly in line with your objectives. We want to structure terms that are conducive to a long term relationship rather than a short-term involvement.

VPI's customers are some of the most sophisticated public safety and financial services organizations in the world where missing a call is simply not an option, and security is intense.

If anything goes wrong, whether it be a device filling-up or a drive going bad, our system has built in an extensive menu of alarms that can page, email, sound alerts, send SNMP traps, whatever it takes, to notify appropriate personnel immediately.

Since VPI systems are composed of software-driven, rock-solid fault tolerant standard PC components, maintenance and upgrades can be done in-house and are as easy as a visit to the local computer store or a simple download off the Internet.

Data integrity and security are deeply embedded into our solution. Multiple levels of security are available to involve a combination of your native network security and our application's processes.

Exceptional Customer Service continued...

Focused on customer satisfaction, we aim to provide personalized, responsive service and support at all stages of your project - from your first contact with VPI to post-warranty follow-up. Our world-wide service and support capabilities include product customization, system integration, installation, training, and remote and on-site maintenance. With this broad range of capabilities, VPI is able to approach each project with flexibility, listening carefully to customer needs and responding with individualized solutions. You can rely on VPI to go the extra mile!

VPI is the fastest growing solution provider in the call recording software and quality management industry with over 1,100 installations in nine years of business. Our growth has been, and will continue to be directly related to our focus on what matters: providing our customers with the best technology and service available to meet their needs at a cost that provides significantly more value for the dollar. We strive to exceed expectations in each and every implementation.

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