| The utility industry provides such an essential commodity to the public that, as a direct consequence, it incurs an equally high level of liability and scrutiny. For utilities providing direct service to retail power customers, the large volume of customer service calls demands both courtesy and accuracy on the part of call center agents – along with a need for quality monitoring and training. On the other hand, "up stream" energy providers that specialize in the transmission of power to other utilities need reliable interaction recording systems to accurately record 100% of their service and "event" calls to and from their technicians (and other utilities) for liability protection and to accurately recreate major incidents.
VPI meets these and other needs with VPI EMPOWER™ – a rich, business-centric set of tools that make a significant impact on your bottom line – mitigating risk, streamlining and enhancing quality management and optimizing performance. VPI EMPOWER combines and enhances the benefits of VPI CAPTURE™, VPI QUALITY PRO™ and VPI PERFORMANCE™. Individually, each software solution is robust and powerful, but they are exponentially more valuable when integrated.
Reap
the Benefits of Full-time Recording
- When liability and accuracy are the issues, don’t take a chance by recording only “some” of your calls. Selective recording may save disk space, but it leads to skewed perceptions of contact center performance, which can result in poor strategic decision-making. Record 100 percent of call center recordings and data interactions in high-volume, single or multi-site environments of any size. You determine what to retain, for how long, and on which storage device by implementing flexible, intelligent business rules. Easily implemented and highly effective in virtually any environment, VPI CAPTURE can record your multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations.
Liability Protection and Verbal Contracts
Providing proof of regulatory and contractual compliance is easy with the VPI CAPTURE interaction recording system, which can record 100 percent of call and data interactions in high-volume, single or multi-site environments of any size. You determine what to retain, for how long, and on which storage device by implementing flexible, intelligent business rules. Efficiently unify recording from any number of audio and data sources and multiple locations – TDM and VoIP telephony audio as a standard, while employee desktop screen recording, email and Web chat are optional. Leveraging VPI Fact Finder™, VPI CAPTURE PRO™ automatically detects business and process related screen events in conjunction with voice recording for classification and analysis centered on key business issues. With a VPI interactions recording system you can freely search, locate, playback and share – with fast and powerful navigation from high level overview down to the recordings that matter the most, using instant searches and powerful filters.
Count On the Industry’s Most Reliable, Cost-Effective and Flexible Solution – VPI’s robust solutions can be cost-effectively customized, scaled and adapted to meet the evolving demands of organizations of all kinds – from small- and medium-sized contact centers to global enterprises employing any combination of in-house and remote employees. Choose from a wide variety of robust, fault-tolerant configurations for uninterrupted performance and disaster recovery. VPI’s interaction recording systems are comprised of non-proprietary, off-the-shelf hardware – you can upgrade any component without a complete replacement or drastic overhaul. The VPI CAPTURE interactions recording system leverages open architecture and is platform independent – it can reside securely behind your firewall and work in harmony with your network operations. With open standards and service oriented architecture, VPI CAPTURE interaction recording system grants the flexibility to grow and evolve to adapt to your changing environment. The unified platform supports virtually any PBX – digital or analog, TDM or VoIP, individually or blended – with a unified interface and industry standard file formats. You can access your VPI systems directly or transparently via your other business or telephony applications – open APIs enable any level of customization and integration without the need for costly professional services.
Targeted Quality Management for Unprecedented Results – VPI QUALITY™ integrates seamlessly with the VPI CAPTURE call recording for quality assurance solution to enable you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. VPI QUALITY automatically selects and delivers an objective, random sampling of call center recordings for quality assurance related to your business objectives directly to supervisor desktops for evaluation. Management can drive ongoing quality improvements and provide immediate, personalized feedback via employee desktop tickers and Web-based scorecards. Leveraging VPI FactFinder, VPI QUALITY PRO uses advanced analytics of screen and unstructured data to intelligently select and deliver high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals.
Accelerate Contact Center Performance and Operational Effectiveness
VPI PERFORMANCE collects and consolidates real-time and historical performance information from multiple telephony and business systems, delivering critical key performance indicators (KPIs) in a timely and relevant manner for each user. With a powerful combination of real-time consolidated reporting, root cause performance analytics, and targeted coaching and messaging, VPI PERFORMANCE enables contact centers to drive continuous, proactive improvement – crucial for cost containment and profitability. VPI PERFORMANCE Web-based reports allow you to conveniently access, analyze and drill through data to quickly identify the root cause of problems or successes and immediately change business direction based on actual customer responses and employee performance. As soon as the problem or success is determined, VPI PERFORMANCE allows you to deliver the right information to the right person at the right time with employee desktop dashboards, tickers and scorecards.
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