| Because the utility industry provides
such an essential commodity to the public, it incurs
a correspondingly 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,
specializing in the transmission of power to other
utilities, need 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
ultra-reliable Activ! Voice digital recording
for full time recording of 100% of your calls,
Activ! IQ for a powerful and easy to use quality
assurance solution and Activ! View for screen
recording, enabling you to recreate the entire
customer / agent interaction.
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. Full-time interaction recording
provides improved quality control, enhanced dispute
management, and a true representation of customer/agent
interactions. With Activ!
Voice Recording and our automated Variable
Retention Application, you can record 100%
of your calls and decide later which ones you
want to retain and for how long.
Liability
Protection and Verbal Contracts
Every time an agent takes an order from a
customer, a "verbal contract" is made.
In the event of a "he said/she said"
dispute, the ability to quickly locate and playback
the call record could save you from a long and
costly litigation. Because Activ! Voice records
100% of your calls, the one call you need will
never be missing. VPI enables your agents
to quickly find and playback that call directly
over the telephone to the customer - a major advantage
in the quest for first-call resolution.
Take
Advantage of Easy Upgrades, Simple Modifications
and Custom Integrations
Our logging and monitoring platforms are comprised
of non-proprietary, off-the-shelf hardware - you
can upgrade any component without a complete replacement
or drastic overhaul. By leveraging our open architecture
design, Active X toolkit, and End-user
accessible APIs, you can seamlessly integrate
your VPI system with your existing and
future applications. In addition, we'll give you
the best service plans and lowest maintenance
costs in the industry! By choosing VPI,
your total cost of ownership will be significantly
reduced.
Exceptional
Customer Experiences start with Exceptional Agents
Help your agents become exceptional with VPI's Activ!
IQ Contact Center Quality Assurance Software
and Activ!
View Screen Capture Software - applications
that enable you to accurately evaluate and analyze
your agent-customer interactions. Determine the
effectiveness of your training, sales, and service
tools. Our interactions recording and quality
assurance solutions enable you to attain complete,
real-time data that translates into actionable
intelligence - resulting in increased productivity.
Enjoy the
Convenience of Remote Access to your VPI
System
No matter where you're physically located, with
an Internet connection and E.net Client - VPI's Web browser-based application - you'll
have the freedom to access call records, create
and generate agent reports, and perform evaluations
from a single, secure interface! You’ll
even be able to perform system administration
tasks (configuration, access privilege changes,
etc.) It translates to major time savings and
more efficient use of personnel.
Home
/ Interactions Recording and Quality Monitoring |
The
Authority on:
