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VPI Achieves Highest 'Hot Vendor' Rating in 2010 Value Index for Contact Center Agent Performance Management by Ventana Research
VPI rated highest among all 12 companies evaluated in Customer Assurance.

VPI (Voice Print International, http://www.VPI-corp.com), the premier global provider of interaction recording and analytics, contact center agent performance management and workforce optimization solutions for enterprises, trading floors, government agencies, and emergency service providers, today announced that it has achieved the top rating of “Hot Vendor” in the Ventana Research 2010 Value Index for Agent Performance Management. VPI was rated highest among all 12 companies evaluated in Customer Assurance, which factors in total cost of ownership (TCO), return on investment (ROI) and validation

The latest in a new category of quantified, research-based Indexes, the Ventana Research 2010 Value Index for Agent Performance Management provides metrics established to enable organizations to ascertain the value of applications and tools for addressing agent performance management. Agent performance management encompasses a number of business activities including call routing, call recording, quality monitoring, workforce management, training and coaching, compensation management and analytics. Using the Value Index, businesses can evaluate vendors and their products and make choices based on an understanding of how well the offerings satisfy their needs. Vendors with the highest overall product ratings are honored with the coveted “Hot Vendor” designation. Download your complimentary copy of the 2010 Value Index for Agent Performance Management Executive Summary.

“The demand for thorough research into vendors and products that support agent performance management is becoming critical as companies look to optimize the performance of their contact centers and the vital role agents play in providing customers with the right experiences as they handle interactions” said Richard Snow, global research director at Ventana Research. “The Ventana Research Value Index for Agent Performance Management provides a framework for buyers to thoroughly review vendors and create RFPs as they seek to purchase new systems to support their efforts. My research found VPI to have a robust suite of applications, capabilities and customer assurance to fully justify its Hot Vendor rating and I recommend it is on the list of vendors companies should examine as they look to improve the performance of their agents.”

“We are deeply gratified by the findings of the Ventana Research Value Index,” said Patrick Botz, vice president of global marketing at VPI. “We are delighted that our powerful and advanced contact center solutions have been recognized for their exceptional ability to enable organizations to significantly improve agent performance and affordably maximize the potential and profitability of customer contact center operations. For years, VPI has strived to develop products that provide organizations with rapid ROI and lowest total cost of ownership; our efforts have clearly paid off, and the Ventana Research Index has provided the best possible validation our many years of hard work.”

About VPI
VPI (Voice Print International, Inc.) is the premier provider of integrated interaction recording, analytics and workforce optimization solutions for enterprises, contact centers, trading floors, government agencies, and first responders. For more than a decade, VPI has been providing proven technology and superior service to more than 1,300 customers in 50 countries worldwide. VPI’s award-winning VPI EMPOWER software is an essential component for any organization that strives to enhance the customer experience, increase workforce performance, improve business efficiency and manage compliance. With VPI EMPOWER, organizations of all sizes now have the ability to uncover the root cause of important trends and issues via drill-down reports, rapidly retrieve and share recorded interactions, and easily evaluate employee performance with call quality evaluation tools from anywhere – all from a personalized Web-based portal interface. In addition, the secure solution leverages advanced file and data encryption, is built around the principles of open architecture, and is platform independent to integrate seamlessly into any existing and evolving infrastructure, resulting in compound reduction of costs and a significant and rapid Return on Investment. For more information, visit http://www.VPI-corp.com.

About Ventana Research
Ventana Research is the leading benchmark research and business technology advisory services firm. We provide insight and expert guidance on trends and mainstream and disruptive technologies. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed to reduce the time requirements, cost and risk of technology investments. The Ventana Research Indexes - the Value Index and the Benchmark Index family - have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses. Ventana Research provides the most comprehensive analyst and research coverage in the industry; the many business and IT professionals worldwide who are members of our community benefit from Ventana Research's insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook, LinkedIn, and Business Week's Business Exchange. Ventana Research was ranked the #1 analyst firm you can trust in enterprise software for 2009 for its relevance to the industry. To learn how Ventana Research advances the maturity of organizations use of information and technology through benchmark research, education and advisory services, or for more information about our monthly subscription-based service called Ventana On-Demand, visit http://www.VentanaResearch.com.


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