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Contact Center Optimization

    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

Optimize Your Customer-Facing Operations with VPI's Contact Center Optimization Solutions



VPI’s contact center optimization solutions help forward-thinking organizations to effectively balance customer satisfaction and loyalty programs with operational efficiency.  Implement our contact center optimization solutions today to gain a cohesive combination of fast, accurate insights and integrated action mechanism that automates the cycle of continuous improvement.


Proven Benefits

Reduce agent attrition with personalized learning programs that support empowerment

Maximize operational efficiency by dividing workload between live and virtual call agents

Motivate employees with self-monitoring, self-improvement tools

Improve the impact of your performance management with KPI-triggered Coaching

Identify new opportunities or challenges faster than your competition

Strengthen your Quality Assurance program by integrating it into broader corporate goals

 
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.

 
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.

 
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).

Advanced Security

Advanced AES 256 file and end-to-end SSL data encryption and file watermarking with powerful, unique application to validate the authenticity of any recording.

 
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

 
No Feature Stripping

Enterprise-level features such as multi-location management and performance analytics included for businesses of all sizes.

Open Architecture

Single enterprise open architecture for all deployments.
Secure, Web software-based solutions work with any industry-standard, non-proprietary hardware and easily integrate with 3rd party applications.

 
Real-Time Tickers and Scorecards

Deliver up-to-the-minute actionable call statistics, quality updates, and performance information, consolidated from multiple systems and/or locations and personalized for each user.

 
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.

Audit Trail Reporting

Interactive drill-through reports, Heat Maps and rules-based alerts make conducting full trace audits easy to determine who accessed any recording in the system and when - for playback, export, or any other critical events.

 
Powerful Reporting

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

 
Download Ventana Research Next-Gen Workforce Optimization Benchmark ReportVentana Research Next-Gen Workforce Optimization Benchmark Report
How do you measure up? Are you maximizing the potential of your agents to deliver the best possible customer experience?
Download NowDownload Ventana Research Next-Gen Workforce Optimization Benchmark Report Now
Ventana Research recently interviewed more than 250 contact center management professionals to investigate workforce optimization best practices, benefits, needs and future plans. The benchmark research sheds new light on strategies that most successful contact centers use to collect, analyze, and leverage their data to optimize people and processes. 
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 Good to Great: Rapid Results with Real-time Performance ManagementGood to Great: Rapid Results with Real-time Performance Management
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download NowDownload Good to Great: Rapid Results with Real-time Performance Management Now

Download the complimentary benchmark research paper, authored by Chief Analyst Paul Stockford of Saddletree Research, to learn how real-time performance management enables split-second decisions from overall contact center performance down to a single customer contact. You'll discover today's most important contact center issues to measure and act upon in real-time and the highest-value metrics to share in real time with front line agents. You'll also learn why real-time performance management software is among the elite industry solutions with highest ROI impact.

 
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 Using Business Optimization Analytics to Solve Your Critical Contact Center Issues FasterUsing Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download NowDownload Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 
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 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 Metrics That Matter: Proactively Boost Performance and Customer ExperienceMetrics That Matter: Proactively Boost Performance and Customer Experience
Authored by The Pelorus Group
Download NowDownload Metrics That Matter: Proactively Boost Performance and Customer Experience Now

Now more than ever, contact center managers and executives need to be proactive in helping their organizations accomplish strategic and tactical goals, but with so much data available there's a tendency to rely upon the tried and true call center metrics that everyone tracks. Successful managers know the call center metrics that matter, understand contact center metrics best practices, and utilize proactive technologies that enable them to monitor call center measures to identify and optimize rather than wait and react.

 
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 How Performance Analytics is Enabling Contact Centers to Achieve their GoalsHow Performance Analytics is Enabling Contact Centers to Achieve their Goals
Authored by and Featuring Research from Frost & Sullivan
Download NowDownload How Performance Analytics is Enabling Contact Centers to Achieve their Goals 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 How to Fix Your Call Center ReportingHow to Fix Your Call Center Reporting View Webcast

Many contact centers today are drowning in data. They’ve evolved into a wide assortment of disparate systems designed to manage and measure customer experience, where managers are forced to wade through vast quantities of data from siloed reports that are spewed out by each system or exported into tedious spreadsheets. Managers are frustrated and thirsty for timelier, more actionable insights. In order to survive and compete, it’s crucial for contact center managers to have solid, consistent insights into the performance of their contact centers as a whole, across multiple channels and sites. Fortunately, as a result of recent innovations in performance management technology, contact center leaders no longer have to struggle with reporting.

 
 
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 Contact Center Optimization
 
 
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.