Ventana Research, a leading benchmark research and advisory services firm, has ranked VPI as a top software vendor in the 2012 Value Index for Agent Performance Management. In addition to achieving the ‘Hot Vendor’ rating, VPI earned the highest ranking of any vendor in Product Manageability – the ability to meet business and IT needs for installation, deployment and administration.
VPI earned high marks in the 2012 Value Index for Agent Performance Management for its VPI EMPOWER™ solution that synchronizes workforce optimization capabilities including call recording, quality management, analytics, performance management and E-learning to help organizations rapidly identify and solve critical contact center operational and customer experience issues.
“VPI understands that managing agent performance is a critical success factor for any organization that interacts with customers,” said Richard Snow, global research director and vice president, Ventana Research. “With solutions for customer experience and workforce optimization, VPI delivers powerful analytics, metrics and coaching capabilities that improve agent and overall contact center performance. The company thoroughly deserves its Hot Vendor rating and I recommend companies should include it on the short list of vendors they examine as they strive to improve the performance of their agents.”
According to Ventana Research, the 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.
“Our performance management applications are being used by some of the world’s leading companies across numerous industries,” said Andrew Marsh, president and CEO at VPI. “These elite organizations choose VPI because of our innovative solutions that not only optimize contact center performance through real-time analytics and coaching, but also exceptional value and return on their investments with us. Receiving a Hot Vendor rating from Ventana Research and earning recognition as the highest rated vendor in Product Manageability is a great validation of our strategy and ability to deliver market-leading solutions that are easy to deploy, easy to use, and extremely cost effective.”
Founded in 1994, VPI is the world’s leading provider of customer experience and workforce optimization (WFO) software and services. VPI’s award-winning VPI EMPOWER, a powerful Web-based software suite, integrates call recording, quality assurance, analytics, performance management, E-learning and conversational virtual call agents. Every module within the VPI EMPOWER suite leverages advanced analytics, workflow automation and an open, Web 2.0 architecture to help evolving organizations more easily and rapidly identify and solve their critical business and customer experience issues. VPI’s approach has been disruptive to legacy approaches because its software is easy to deploy, easy to use, and extremely cost effective – resulting in a significant return on investment. VPI has more than 1,500 satisfied customers in 50 countries worldwide using its software solutions. For more information, call 1-800-200-5430 or visit http://www.VPI-corp.com.
About Ventana Research
Ventana Research is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance – to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous 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. 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. To download the Value Index for Agent Performance Management executive report, visit www.VentanaResearch.com/APM.