The VPI EMPOWER™ suite of interactions recording and workforce optimization (WFO) solutions for collections call recording and monitoring will substantially enhance your ability to provide first-rate customer service with utmost integrity. These advanced, modular solutions enable you to maintain compliance with strict state and federal statutes while boosting performance and productivity.

Meet Challenges with Call Recording & Workforce Optimization Solutions

• Increase Collections Revenue and Promises to Pay – Optimize every phase of the collections cycle – respond in real time while effectively managing contact strategies by delinquency levels and risk. Expedite performance improvements through automated, targeted intervention. Automate your feedback and coaching process and empower your front-line employees and supervisors to be highly effective. The VPI PERFORMANCE™ performance management system provides agents with real time information and automated, targeted training. At the same time, call handling time decreases, which increases collection opportunities.

VPI PERFORMANCE real time performance management dashboards deliver the right information, to the right employees, at the right time. Click Here to view a larger screen image.

• Satisfy Complex Regulations – Recording customer interactions is vital for any organization that strives to minimize risk, assure liability protection, ensure compliance, and control dispute-related costs from sales, service, claims, collections and other sensitive interactions. Privacy and collection laws vary from country to country and state to state, and VPI's solutions offer the flexibility to support a variety of custom collections strategies. Providing proof of regulatory and contractual compliance is easy with the VPI CAPTURE™ collections call recording solution, which can record 100 percent of call and data interactions in high-volume, single or multi-site environments of any size. You determine what to retain, for how long, and on which storage device by implementing flexible, intelligent business rules. Efficiently unify recording from any number of audio and data sources and multiple locations – TDM and VoIP telephony audio as a standard, while employee desktop screen recording, email and Web chat are optional. Leveraging VPI Fact Finder™, VPI CAPTURE PRO™ automatically detects business and process related screen events in conjunction with voice recording for classification and analysis centered on key business issues. With VPI collections call recording solutions you can freely search, locate, playback and share – with fast and powerful navigation from high level overview down to the recordings that matter the most, using instant searches and powerful filters.
  
  
• Reduce Attrition and Maximize the Potential of your Collections Agents – Have you done enough to stimulate the performance of your agents? VPI PERFORMANCE offers real time performance feedback and targeted, individualized real time electronic training and coaching. Agents can launch the training directly from dashboards docked at their desktop, such as best practice call recordings, skill and knowledge-builders with embedded quizzes, video clips, and Web links. With the vast amount of interactions occurring in contact centers every day, front-line employees have a profound influence on revenues, operational costs and the quality of customer care. However, these employees rarely receive adequate attention and feedback, which inevitably leads to inconsistent service, high attrition and low morale. You can quickly bridge this gap with VPI QUALITY™ – the most powerful Quality Management (QM) solution available today. This powerful solution enables you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. VPI QUALITY automatically selects and delivers an objective, random sampling of recordings related to your business objectives directly to supervisor desktops for evaluation. Leveraging the VPI Fact Finder, VPI QUALITY PRO™ provides analytics-driven precision quality monitoring – you can simply implement rules to automatically tag and classify important calls for evaluation so you can quickly identify business issues and coach to opportunities for improvement.
  
  
• Guard Your Data From Unauthorized Access – Ensure absolute security with granular user and data security rules, comprehensive audit trails, and end-to-end and AES 256 encryption with key management. Every call within the VPI application is wartermarked in real time to ensure authenticity. VPI’s optional PCI Compliance Pack restricts access to calls with sensitive information to ensure PCI Compliance. Satisfy customer data protection regulations – Upgrade with one or more Compliance Capture Packs to limit access to sensitive information.
  
  
• Count On the Industry’s Most Reliable, Flexible Solution – VPI’s robust collections recording and monitoring solutions can be cost-effectively customized, scaled and adapted to meet the evolving demands of organizations of all kinds – from small- and medium-sized contact centers to global enterprises employing any combination of in-house and remote employees. Choose from a wide variety of robust, fault-tolerant configurations for uninterrupted performance and disaster recovery. The VPI CAPTURE collections recording and monitoring solution leverages open architecture and is platform independent – it can reside securely behind your firewall and work in harmony with your network operations.
  
  
• Decrease Costs, Improve Your Bottom Line – Struggling to manage bigger workloads under tighter time constraints and, improve quality, while faced with a shrinking budget? How can you do more with less? With VPI's collections call recording and monitoring solutions, you will quickly identify areas for improvement. To drive agent, manager, and enterprise efficiency, leverage a true enterprise reporting system – consolidate and analyze information from a variety of VPI systems, as well as from your other information systems and applications.
  
  

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