The VPI EMPOWER suite is designed to meet the productivity and risk management needs of today’s healthcare providers who face increasingly tough CMS quality standards, regulatory requirements, liability concerns, insurance company demands for accountability and patient data security requirements such as the U.S. Health Insurance Portability and Accountability Act (HIPAA) legislation. VPI’s award winning technologies safely and securely record all voice and data interactions for compliance and liability management, as well as improvement of the quality and efficiency of your contact center operations.
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Please fill out this form to get the VPI EMPOWER™ Workforce Optimization Overview fact sheet |
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You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.![]() |
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Ensure compliance and protect your organization from liability risk. | |
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Strict security and auditable data integrity controls to ensure consistency in patient privacy rights protection and compliance with healthcare regulations. | |
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Improve service quality and CMS scores - monitor and equip agents and managers with the very latest quality and performance information in real time, along with automated, targeted training and real-time messaging | |
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Typical results experienced by VPI customers within the first 60 days include 10% reduction in operating costs, 15% increase in quality scores, 3% increase in sales and dollars collected, and a 65% increase in management productivity. |
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VPI has been a great investment from the very beginning. VPI's implementation, training and continued support is top notch. We look forward to a long rewarding relationship with VPI.
- Roger Gallup
Zoll Medical Corporation |
Call Recording |
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VPI CAPTURE is the most advanced call and screen recording solution available today. Highly reliable, easily implemented and remarkably 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. With the optional VPI Fact Finder tool, the system can automatically tag data and events to recordings either directly from employee desktop application screens or from customer databases - for enhanced search capabilities and automated classification and analysis centered on key business issues. |
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Speech & Data Analytics |
VPI Fact Finder, in conjunction with VPI EMPOWER, is a powerful, cost-effective Interaction Analytics tool that captures valuable events and data – such as customer ID, ticket ID, the value of the transaction, products being serviced, disposition codes – and tags it to your recorded interactions. VPI Fact Finder has the ability to grab events and data either directly from your database or by scraping it from your agent's screens using our unique desktop analytics tool. VPI Fact Finder can capture data from a wide variety of sources including IP and TDM ACDs, predictive dialers, home grown databases and business applications such as QA, CRM, workforce management, and service ticketing. All of this captured data becomes searchable. It can also be used in business rules to automatically classify and bucket your calls into categories of your choice so you can focus your inspection and quality monitoring efforts on solving critical issues and opportunities, such as measuring and improving first contact resolution and optimizing handle time, and boosting sales and collections. Additionally, the captured data is made actionable via Web-based dashboards, reports, scorecards, web and desktop tickers, search grids and heat maps. To learn more, click here to download the VPI Fact Finder product fact sheet. |
Quality Monitoring |
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VPI QUALITY software transforms the contact center quality management process with automated, analytics-driven selection of high-value interactions, targeted evaluation that focuses on specific business objectives, integrated coaching, and a wealth of actionable insights. VPI QUALITY enables agents and supervisors to dramatically improve their effectiveness and job satisfaction – immediately, efficiently and consistently. Now you can align your team with corporate objectives, deliver excellent customer service and earn valuable customer loyalty. |
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Performance Reporting |
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VPI PERFORMANCE™ is proven to rapidly accelerate contact center performance and operational effectiveness – enabling you to discover, diagnose and manage issues before they have a chance to adversely impact customer satisfaction. The system consolidates performance data from multiple contact center systems and sites and presents it as real-time and historical metrics and performance indicators in Web Dashboards, Reports and Desktop Tickers. |
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Workforce Management |
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VPI Workforce Management software effectively automates all of your workforce management business processes, regardless of the number of customer contact channels, time zones or locations involved. Whether you have less than 50 agents or more than 10,000, the system provides the flexibility to manage your contact center at the lowest possible operating cost. The solution delivers comprehensive web-based information that is customized for each user in real-time, automatically responding to changing conditions. |
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E-learning |
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VPI COACHING enables you to automatically deliver electronic learning in the form of personalized feedback, coaching tips and quizzes to boost service quality. The solution is designed to automate your coaching process and empower your agents and their supervisors to be highly effective. E-learning and coaching fits smoothly within the existing workflow, increases retention rates for new information and expedites ramp-up. The solution enables just-in-time delivery of personalized training content, objective feedback and information that agents need to perform at their best. |
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VPI has been a great investment from the very beginning. VPI's implementation, training and continued support is top notch. We look forward to a long rewarding relationship with VPI.
VPI is the perfect fit. They’re a partner who listens and really cares. We’ve come to rely on VPI’s call recordings – they’re always there when we need them and the software interface is super easy to use.
We have easily doubled our QA productivity with VPI. You can't afford not to use this software.