Phone Call Monitoring with a Phone Monitoring System from VPI
VPI Launches VPI EMPOWER 5.2 to Propel Contact Centers to New Levels of Quality Assurance, Operational Effectiveness and Customer Satisfaction

VPI, the premier global provider of contact center recording, quality management, analytics, reporting and workforce optimization solutions, today announced the availability of VPI EMPOWER version 5.2. VPI EMPOWER 5.2 is the latest generation of analytics-enhanced solutions for interaction recording, quality monitoring, performance management, and eLearning. The new release brings never-before-seen levels of efficiency, insight, and actionable power to the fingertips of contact center professionals to equip them to achieve outstanding customer experience with greatly improved staff productivity and reduced operating expenses.

“We listen to the needs of our customers and fully understand the many challenges faced by contact centers today,” said Mike Mercadante, chief technology officer at VPI. “VPI EMPOWER 5.2 streamlines many of the manual, tedious quality assurance, reporting and training processes still being used in contact centers today and gives organizations a much greater degree of transparency into their contact operations. We’ve built-in powerful analytical and workflow automation tools that uncover and deliver key insights into the critical issues and improvement opportunities that have the most profound impact on productivity and customer satisfaction. Presentation of information is consolidated across groups and sites, and highly customizable in order to provide the most actionable context for executives, managers, supervisors and agents.”

Going far beyond standard call recording and quality monitoring, VPI EMPOWER 5.2 builds on its advanced, multi-award winning application core and adds hundreds of new features and enhancements that focus on improved customer experience, data security, access to critical information, efficiency in quality management and training, as well as faster deployment and time to value. Most notably, the VPI EMPOWER suite now includes:

  • Smart Evaluations – non-technical users can easily create dynamic QA evaluation forms and assign automated actions to questions to trigger desktop eLearning, coaching, emails and actionable alerts and notifications to front-line employees and managers according to results of evaluation questions. To increase the speed and accuracy of performing evaluations, some or all evaluation questions can be automatically scored using the results of agent performance metrics related to the interaction being evaluated.
  • Highly Personalized and Actionable Web Dashboard Templates consolidate key metrics from multiple data sources and centers and present them in the form of actionable reports and control chart widgets so that managers can easily monitor the actual performance of individuals, groups and their enterprise against goals. New dashboard list widgets enable users to immediately playback flagged calls and perform scheduled evaluations with the click of a mouse. Customized dashboard templates can be assigned to other users or entire groups, greatly simplifying deployment and management.
  • First Contact Resolution Tools – fast access to targeted metrics and reports on FCR Rate, FCR Time, Number of Calls to Resolution, Multi-call Resolution Time, and more.
  • Handle Time Optimization Tools – metrics for Total Talk time, Total Wrap, Total Handle Time and Total Hold Time can be displayed by organization, department, group, and agent or call reason.
  • Hosted, Cloud Storage Solution – integration with the Simple Storage Service (S3) for disaster recovery and enhanced business continuity planning.
  • Enhanced PCI DSS Compliance Support – selective masking and muting of sensitive credit card authorization call content, along with improved information access control and automated in-depth user activity audit, a necessity for organizations who need to comply with the recently updated PCI Data Security Standard by December 31, 2011.

“VPI is committed to providing powerful workforce optimization solutions that deliver value quickly and cost-effectively,” said Mercadante. “VPI EMPOWER 5.2 is specifically designed for fast deployment, customization and training, offering an impressive number of system architecture options, out-of-the-box reports, Instant Impact Tickers, Key Performance Indicators and other easy to use tools that deliver immediate value and rapid ROI for all industries we serve.”

To learn more about the new VPI EMPOWER 5.2, you are invited to attend live Web demonstration on Tuesday, February 1st, 2011 at 1pm ET / 10am PT – register at or call 1-800-200-5430.

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 1,500 customers in 50 countries. VPI’s award-winning VPI EMPOWER helps organizations of all sizes 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 To follow VPI via Twitter, visit

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