Phone Call Monitoring with a Phone Monitoring System from VPI
VPI Receives "Positive" Rating in Gartner's Contact Center Quality Management MarketScope Report
Gartner recommends that existing customers continue incremental investments, while potential customers should put VPI on a shortlist of tactical alternatives.

Camarillo , Calif. September 24, 2007 VPI ( Voice Print International, ), a leading provider of integrated interactions recording and proactive workforce optimization (WFO) applications, today announced that it has received a "positive" rating in Gartner's "MarketScope for Contact Center Quality Management, 2007", a report published on September 14, 2007. A Gartner MarketScope “positive” rating means the firm recommends that existing customers continue incremental investments, while potential customers should put this vendor on a shortlist of tactical alternatives. The Gartner evaluation criteria for the MarketScope report is driven by several key factors, ranging from the vendor's viability and product capabilities to its support infrastructure and geographic representation. Other decisive factors include the experience of the vendor's customers and the product strategy.

As defined by Gartner, “the Quality Management software market encompasses applications for agent initiated, rules driven, and full-time recording of customer audio interactions, as well as agent desktop activity (screen capture). It also provides call evaluation tools, online monitoring tools for joining live calls, and speech analytics for audio insight.”

According to Gartner, the role of contact center quality monitoring (QM) is evolving and becoming a more strategic enterprise investment. Combined with the steady growth of the market, Gartner has defined the QM market as positive. The report states that, "the importance of contact center quality programs has been enhanced due to the recent corporate strategy changes that are placing an increased emphasis on the customer experience and growth. The contact center is viewed within many organizations as a key enabler of this and consequently the performance of agents is a critical factor."

In response to news of VPI's “positive” rating in the report, Andrew Marsh, president and CEO of VPI said, “We believe this ‘Positive' rating confirms VPI's position as an industry leader and underscores our commitment to providing customers with advanced quality management solutions that meet their unique needs and challenges.”

VPI's award-winning Activ! Performance Suite™ is a tightly integrated suite of Web-based workforce optimization solutions for interactions recording, quality management, real-time performance management, agent coaching, speech analytics and workforce management. Unlike the rigid software packages offered by many other vendors, VPI's solutions are modular, enabling organizations of all types and sizes to select only the solutions they really want, get up-and-running quickly, and then add additional applications as they grow and evolve. VPI's truly flexible, open software allows organizations to leverage technologies from other vendors, providing them with the freedom to adopt a unique, affordable “mix ‘n' match” approach to building their ideal solution.

VPI's solutions are designed to empower organizations to be proactive – to actively identify, intervene, and optimize rather than wait and react. With the power to be proactive , organizations are now able to proactively manage contact center operations and gain valuable business intelligence from their interactions – providing the function and flexibility to optimize processes, boost productivity, enhance customer loyalty, minimize risk, ensure regulatory compliance, and align tactical and strategic objectives across the enterprise.

For more information on VPI, please visit .

MarketScope Disclaimer
The MarketScope is copyrighted 2007 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About VPI
VPI (Voice Print International, Inc.) is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 25 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent. For more information, visit .

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