Manage liability protection and radically improve your customer experience while boosting performance and productivity with the most effective, affordable contact center solutions available to the utilities industry today.
Power companies incur a high level of liability and scrutiny, which demands both courtesy and accuracy on the part of contact center agents. This in turn requires exceptional quality monitoring and training on an ongoing basis. It is crucial for any utilities organization to accurately record 100% service calls for liability protection and to accurately assess major cases. VPI EMPOWER will enable you to protect your organization from exposure to liability issues, maintain the highest levels of customer satisfaction and boost performance and productivity.
Easily provide proof of regulatory and contractual compliance by recording 100 percent of call and data interactions in high-volume, single or multi-site environments of any size.
Objectively evaluate agent behaviors, provide timely feedback and support, boost service quality and cultivate customer experience and loyalty.
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.
Typical results experienced by VPI customers within the first 60 days include 10% reduction in operating costs, 15% increase in QA Scores, 3% increase in sales and dollars collected, and a 65% increase in management productivity
VPI CAPTURE is the most advanced call and screen recording solution available today. Highly reliable, easily implemented and remarkably 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. With the optional VPI Fact Finder tool, the system can automatically tag data and events to recordings either directly from employee desktop application screens or from customer databases - for enhanced search capabilities and automated classification and analysis centered on key business issues.
Gain actionable insights, ensure compliance and minimize risk
Unified recording for VoIP, TDM and hybrid environments
Secure, centralized Web access, analysis and administration
Unique, award-winning search, playback and reporting
Optional data capture analytics uncover rapid customer insights and ensure compliance with PCI DSS and HIPAA requirements
VPI Fact Finder, in conjunction with VPI EMPOWER, is a powerful, cost-effective Interaction Analytics tool that captures valuable events and data – such as customer ID, ticket ID, the value of the transaction, products being serviced, disposition codes – and tags it to your recorded interactions. VPI Fact Finder has the ability to grab events and data either directly from your database or by scraping it from your agent's screens using our unique desktop analytics tool. VPI Fact Finder can capture data from a wide variety of sources including IP and TDM ACDs, predictive dialers, home grown databases and business applications such as QA, CRM, workforce management, and service ticketing.
All of this captured data becomes searchable. It can also be used in business rules to automatically classify and bucket your calls into categories of your choice so you can focus your inspection and quality monitoring efforts on solving critical issues and opportunities, such as measuring and improving first contact resolution and optimizing handle time, and boosting sales and collections. Additionally, the captured data is made actionable via Web-based dashboards, reports, scorecards, web and desktop tickers, search grids and heat maps.
To learn more, click here to download the VPI Fact Finder product fact sheet.
VPI QUALITY software transforms the contact center quality management process with automated, analytics-driven selection of high-value interactions, targeted evaluation that focuses on specific business objectives, integrated coaching, and a wealth of actionable insights. VPI QUALITY enables agents and supervisors to dramatically improve their effectiveness and job satisfaction – immediately, efficiently and consistently. Now you can align your team with corporate objectives, deliver excellent customer service and earn valuable customer loyalty.
Reduces the time spent locating calls to evaluate – critical calls are automatically selected, assigned and matched with the most appropriate evaluation form by call type and outcome.
Robust reports provide timely, actionable information with views into business and customer experience issues and opportunities.
Smart Evaluations automatically assign desktop E-learning and coaching assignments, and send alerts based on employee skill gaps and QA scores.
Automates the communication of evaluation results to agents and tracking of coaching results.
VPI PERFORMANCE™ is proven to rapidly accelerate contact center performance and operational effectiveness – enabling you to discover, diagnose and manage issues before they have a chance to adversely impact customer satisfaction. The system consolidates performance data from multiple contact center systems and sites and presents it as real-time and historical metrics and performance indicators in Web Dashboards, Reports and Desktop Tickers.
Reports deliver vital performance information and highlight where adjustments need to be made on an agent, group, or site basis. Drill through reported data to quickly identify the root cause of problems or successes and find opportunities for improvements.
Scorecards empower employees to improve by presenting up-to-the-minute statistics that indicate how they are tracking to their performance goals. Easily accessible from the dashboard, they deliver a customizable, KPI-centric view of both current and past performance results.
Desktop Tickers provide interactive, real-time, multi-view, “always on” views of mission critical contact center information and performance statistics, displayed either via Web-based portal pages or docked to the top of agents’ and managers’ desktops.
VPI COACHING enables you to automatically deliver electronic learning in the form of personalized feedback, coaching tips and quizzes to boost service quality. The solution is designed to automate your coaching process and empower your agents and their supervisors to be highly effective. E-learning and coaching fits smoothly within the existing workflow, increases retention rates for new information and expedites ramp-up. The solution enables just-in-time delivery of personalized training content, objective feedback and information that agents need to perform at their best.
Automate coaching by rules-based triggering from Performance Scorecard or Quality Evaluation results – just-in-time information empowers agents to thrive and excel.
Deliver personalized training directly to agents’ desktops to maximize effectiveness – agents learn at their own pace at their workstations, which not only boosts job satisfaction but also reduces operating costs by minimizing time spent away from customers
Drive ongoing performance improvements – provide immediate, personalized feedback via employee desktop tickers, Web-based scorecards, just-in-time messaging, alert notifications and more
Embedded messaging enables you to send and track timely messages, immediately or via business rules, to the desktops of single or multiple agents, whether triggered by rules or supervisors as needed.