The demands on health care providers just keep growing. Healthcare providers face increasing regulatory requirements, liability concerns, insurance company demands for accountability and the challenges of new patient data security requirements such as the U.S. Health Insurance Portability and Accountability Act (HIPAA) legislation. The VPI EMPOWER™ suite of innovative healthcare recording and monitoring solutions can help you deal with every one of those demands, saving your doctors, nurses and compliance officers a lot of time. How? By safely and securely recording all of your voice and data interactions for instant access – opening up a whole world of possibilities:

• Doctors can record patient information from any phone
• Staff interactions with insurance companies, patients, other doctors, pharmacies, and other health care providers can be automatically and securely recorded for later verification, HIPPA recording compliance, and quality assurance
• All recorded interactions can be instantly available for playback, duplication or export via email from any remote location
• Access to recorded information would be secure and well protected with user id’s, passwords and configurable access rights
• Flexible, fault tolerant storage options enable secure, local data storage

With the industry’s lowest long term cost of ownership and the most advanced and flexible technology, the VPI EMPOWER suite of contact center recording and quality management solutions is an ideal fit for healthcare organizations.

True Enterprise Solutions – VPI's healthcare recording and quality management solutions empower every sector of your organization - from your supervisors and customer service managers, to remote employees and clients! Efficiently access, share, and analyze the valuable information buried in your call and screen records. Make a substantial impact on your bottom-line by increasing customer confidence, maximizing productivity and dramatically improving employee performance - all of which will inevitably culminate in increased revenue and greater profitability. Easily implemented and highly effective in virtually any environment, VPI CAPTURE™ can record your multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations. Record 100 percent of call center recordings 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.

Utmost Security and Peace of Mind – The VPI CAPTURE call center recording for quality assurance solution has been designed to guard your data from unauthorized access 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.

Targeted Quality Management for Unprecedented Results – Exceptional customer experiences start with exceptional agents. VPI QUALITY™ integrates seamlessly with the VPI CAPTURE call recording for quality assurance solution to enable 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 call center recordings for quality assurance related to your business objectives directly to supervisor desktops for evaluation. Management can drive ongoing quality improvements and provide immediate, personalized feedback via employee desktop tickers and Web-based scorecards. Leveraging VPI FactFinder, VPI QUALITY PRO™ uses advanced analytics of screen and unstructured data to intelligently select and deliver high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals.

Accelerate Performance and Operational Effectiveness – VPI PERFORMANCE™ collects and consolidates real-time and historical performance information from multiple telephony and business systems, delivering critical key performance indicators (KPIs) in a timely and relevant manner for each user. With a powerful combination of real-time consolidated reporting, root cause performance analytics, and targeted coaching and messaging, VPI PERFORMANCE enables contact centers to drive continuous, proactive improvement – crucial for cost containment and profitability. VPI PERFORMANCE Web-based reports allow you to conveniently access, analyze and drill through data to quickly identify the root cause of problems or successes and immediately change business direction based on actual customer responses and employee performance. As soon as the problem or success is determined, VPI PERFORMANCE allows you to deliver the right information to the right person at the right time with employee desktop dashboards, tickers and scorecards.

Valuable Verbal Contracts – What about legal compliance and risk management? Full time recording can provide much more than peace of mind! Every time an agent takes an order from a customer, a "verbal contract" is made. In the event of a "he said/she said" dispute, the ability to quickly locate and playback the call record could save you from a long and costly litigation. VPI enables your agents to quickly find and playback the call directly over the telephone to the customer - a major advantage in the quest for first-call resolution. 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. Providing proof of regulatory and contractual compliance is easy with the VPI CAPTURE healthcare 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 healthcare 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.

Achieve Greater Efficiency and Rapid ROI – VPI’s open standards healthcare call center recording technology welcomes change and meets the associated challenges with many options for fast and cost-effective reconfigurations in order to satisfy changes in legislation, increased capacity, new geographic distribution of your employee teams, or changes between centralized and distributed operation. With open standards and service oriented architecture, VPI CAPTURE grants the flexibility to grow and evolve in order to adapt to your changing environment. The unified platform supports virtually any PBX – digital or analog, TDM or VoIP, individually or blended – with a unified interface and industry standard file formats. You can access your VPI systems directly or transparently via your other business or telephony applications – open APIs enable any level of customization and integration without the need for costly professional services. Our voice logging and monitoring platforms are comprised of non-proprietary, off-the-shelf hardware - you can upgrade any component without a complete replacement or drastic overhaul. In addition, we'll give you the best service plans and lowest maintenance costs in the industry! By choosing VPI, your total cost of ownership will be significantly reduced.

Achieve Greater Efficiency and Rapid ROI – VPI’s open standards healthcare call center recording technology welcomes change and meets the associated challenges with many options for fast and cost-effective reconfigurations in order to satisfy changes in legislation, increased capacity, new geographic distribution of your employee teams, or changes between centralized and distributed operation. With open standards and service oriented architecture, VPI CAPTURE grants the flexibility to grow and evolve in order to adapt to your changing environment. The unified platform supports virtually any PBX – digital or analog, TDM or VoIP, individually or blended – with a unified interface and industry standard file formats. You can access your VPI systems directly or transparently via your other business or telephony applications – open APIs enable any level of customization and integration without the need for costly professional services. Our voice logging and monitoring platforms are comprised of non-proprietary, off-the-shelf hardware - you can upgrade any component without a complete replacement or drastic overhaul. In addition, we'll give you the best service plans and lowest maintenance costs in the industry! By choosing VPI, your total cost of ownership will be significantly reduced.

Count On the Industry’s Most Reliable, Flexible Solution – VPI’s robust call center recording 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 call recording for quality assurance solution leverages open architecture and is platform independent – it can reside securely behind your firewall and work in harmony with your network operations.

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