Camarillo , Calif. – October 10, 2007 – VPI ( Voice Print International, Inc., http://www.VPI-corp.com ), a leading innovator and provider of integrated interactions recording and proactive workforce optimization (WFO) applications, has received Frost and Sullivan's prestigious 2007 Customer Value Enhancement Award for the North American Contact Center Agent Performance Optimization (APO) Market.
Each year, Frost & Sullivan presents the Customer Value Enhancement Award to the company that has best demonstrated the ability to expand the customer base, while maintaining its existing install base, with more innovative value creation and enhancement strategies than competing vendors. The judging criteria for a Frost and Sullivan Customer Value Enhancement award differs from that used for a traditional Customer Service award in that the recipient practices a proactive function rather than a reactive function, focusing on value creation and enhancement rather than simply ensuring client satisfaction, and upon maximizing the ROI of the investment customers make in a company's products or services rather simply providing after-sales support and service. This Award recognizes the degree to which the company's strategies have met customers' stated needs and requirements. Such innovation is expected to significantly improve customer interaction and contribute to customer value.
According to the award evaluation, authored by Frost & Sullivan senior analyst Keith Dawson, “VPI has been steadily increasing its presence in the call recording and analysis sector by incrementally improving the suite nature of its agent-facing tools. The company is expanding the ability of the tools to work in a wider variety of environments and to provide a stronger measure of proactive analysis to help contact centers improve.”
Dawson went on to address some of reasons for VPI's success and growth, “VPI is currently growing faster than the rest of the APO market, indicating that the company is both taking advantage of the vendor consolidation happening among its larger competitors to make a convincing case for the value of its integrated, holistic approach. Some companies have tried to make the case for analytics in the enterprise as an avenue for growth of the market as a whole. We believe that VPI's steady emphasis on stability in its core recording tool, combined with a solid approach to analytics within the call center gives it an immediate leg up and a chance to capture significant share of the contact center market.”
VPI's unique IP recording solution was also a focal point of the award evaluation, “As the contact center industry moves toward a model that relies more heavily on a dispersed workforce, IP recording becomes a critical component,” said Dawson . “VPI has cleverly articulated to the marketplace some of the advantages that IP recording has in terms of centralized recording, administration and cost control. VPI has also taken steps to reassure the current and prospect customer base that the transition in recording technology will include a stable and protected migration path from TDM to IP. The company has introduced technology that minimizes the recording system's resource footprint in the network.”
Andrew Marsh, president and CEO of VPI, was delighted to receive the award, “Our first priority has always been to maintain the highest standards in customer service and to provide the best products and services possible. To be recognized by Frost and Sullivan for helping our customers achieve their market leadership positions through their use of VPI solutions is an honor, and something we will continue to strive for in the future.”
VPI's Activ! Performance Suite™ – a tightly integrated suite of Web-based solutions for interactions recording, quality management, real-time performance management, agent coaching, speech analytics and workforce management – has been recognized with numerous industry awards for its advanced technology and innovative design. 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 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 ( 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 40 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent. For more information, visit http://www.VPI-corp.com .
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