Health Care Call Recording and Monitoring- Experience Recording Solutions for the Health Care Industry from VPI

Call Recording Analytics QA Coaching Performance Management WFM Virtual Call Agents

HIPAA Compliant Contact Center Recording and Quality Monitoring.

VPI EMPOWER™

for Healthcare

Customer Successes

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Reliable, secure full time interactions recording for healthcare providers.

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.

Proven Benefits
	Ensure compliance and protect your organization from liability risk.
	Strict security and auditable data integrity controls to ensure consistency in patient privacy rights protection and compliance with healthcare regulations.
	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
	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.

Call Recording
Interaction Analytics
Quality Monitoring
Performance Reporting
E-learning

Call Recording

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.

	Gain actionable insights, ensure compliance and minimize risk
	Unified recording for VoIP, TDM and hybrid environments
	Secure, centralized Web access, analysis and administration
	Unique, award-winning search, playback and reporting
	Optional data capture analytics uncover rapid customer insights and ensure compliance with PCI DSS and HIPAA requirements

Search and playback interface provides at-glance views of events that occurred during calls for fast visual assessment Personalized Web dashboards help you to quickly recognize call patterns and events

Interaction 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.

Integrated Analytics automatically assembles, identifies and classifies your most important customer interactions

Quality Monitoring

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.

	Reduces the time spent locating calls to evaluate – critical calls are automatically selected, assigned and matched with the most appropriate evaluation form by call type and outcome.
	Robust reports provide timely, actionable information with views into business and customer experience issues and opportunities.
	Smart Evaluations automatically assign desktop E-learning and coaching assignments, and send alerts based on employee skill gaps and QA scores.
	Automates the communication of evaluation results to agents and tracking of coaching results.

Web based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhere. Personalized Web dashboards and scorecards help track the progress of improvement efforts along with other key business initiatives.

Performance Reporting

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.

	Reports deliver vital performance information and highlight where adjustments need to be made on an agent, group, or site basis. Drill through reported data to quickly identify the root cause of problems or successes and find opportunities for improvements.
	Scorecards empower employees to improve by presenting up-to-the-minute statistics that indicate how they are tracking to their performance goals. Easily accessible from the dashboard, they deliver a customizable, KPI-centric view of both current and past performance results.
	Desktop Tickers provide interactive, real-time, multi-view, “always on” views of mission critical contact center information and performance statistics, displayed either via Web-based portal pages or docked to the top of agents’ and managers’ desktops.

Personalized Desktop Tickers display real-time metrics, consolidated from a variety of contact center systems, to agents, supervisors and managers.

“My Metrics” view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds.

E-learning

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.

	Automate coaching by rules-based triggering from Performance Scorecard or Quality Evaluation results – just-in-time information empowers agents to thrive and excel.
	Deliver personalized training directly to agents’ desktops to maximize effectiveness – agents learn at their own pace at their workstations, which not only boosts job satisfaction but also reduces operating costs by minimizing time spent away from customers
	Drive ongoing performance improvements – provide immediate, personalized feedback via employee desktop tickers, Web-based scorecards, just-in-time messaging, alert notifications and more
	Embedded messaging enables you to send and track timely messages, immediately or via business rules, to the desktops of single or multiple agents, whether triggered by rules or supervisors as needed.