Government Agencies can Benefit from VPI's Call Recording System for Recording Calls. Call Recording Systems help organizations manage quality, liability and risk.

Call Recording System for Compliance and Quality Management.

VPI EMPOWER™
for Government

Today’s security and safety requirements have escalated to new heights. For most government and military agencies, 100% recording of all interactions is now a standard requirement. Consequently, older, unreliable call recording systems are being replaced with advanced, digital solutions that are vastly more reliable, accurate, fast and easy to use. VPI designed its award winning VPI EMPOWER to meet the very specific needs of government and military agencies.

Customer Successes

FBI - Federal Bureau of Investigation
NSW Fair Trading Australia
Orange County 311 (FL)
US Air Force
US Army
US Department of Justice
US Forest Service
US Marines
US Navy

Learn More

Please fill out this form to get the VPI EMPOWER 911™ Workforce Optimization Overview fact sheet

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VPI EMPOWER 911™ Workforce Optimization Overview

Proven Benefits

Reliable recording of call and radio interactions locally or across any number of agencies, with secure, unified user access.
Seamlessly capture, assess, assemble, and share recorded communications from a combination of radio, CAD and telephone systems – traditional and VoIP.
Quickly and easily improve the quality of mission-critical voice and data interactions and deliver first-rate public safety services.
Typical results experienced by VPI customers within the first 60 days include 10% reduction in operating costs, 15% increase in quality scores, and a 65% increase in management productivity.

Reliable, full time interactions recording and maximum security for government and military agencies.

Call Recording

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

 

Search and playback interface provides at-glance views of events that occurred during calls for fast visual assessmentSearch and playback interface provides at-glance views of events that occurred during calls for fast visual assessment Personalized Web dashboards help you to quickly recognize call patterns and eventsPersonalized Web dashboards help you to quickly recognize call patterns and events

Speech & Data Analytics

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 CAPTURE can assemble recordings into sets of business scenarios for review according to your specific objectives or concernsIntegrated Analytics automatically assembles, identifies and classifies your most important customer interactions

Quality Monitoring

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.

 

Web based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhereWeb based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhere.      Personalized Web dashboards and scorecards help track the progress of improvement efforts along with other key business initiativesPersonalized Web dashboards and scorecards help track the progress of improvement efforts along with other key business initiatives.

Performance Reporting

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.

 

My Metrics view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholdsPersonalized Desktop Tickers display real-time metrics, consolidated from a variety of contact center systems, to agents, supervisors and managers.

My Metrics view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds“My Metrics” view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholds.

Workforce Management

VPI Workforce Management software effectively automates all of your workforce management business processes, regardless of the number of customer contact channels, time zones or locations involved. Whether you have less than 50 agents or more than 10,000, the system provides the flexibility to manage your contact center at the lowest possible operating cost. The solution delivers comprehensive web-based information that is customized for each user in real-time, automatically responding to changing conditions.

Agent self-scheduling, tracking, shift bids, trades and time-off requests are easy tasks with Web-based portal, personalized for each agent. Preferred media channel information delivery can be set up for Web pop-ups, SMS text, email and memos.
Scheduling is centralized for inbound, outbound, in-house, outsourced, virtual contact center, and back office staff – incorporating the unique conditions and requirements of each channel.
Real time performance is automatically monitored with real-time metrics and alerts, facilitating rapid response to lapses in schedule adherence and conformance
Robust, interactive reports and personalized, photo-based portals are powerful tools for reviewing schedules, analyzing trends and alerts, and testing recommendations in what-if views.

 

VPI COMMUNITY view provides a listing of defined, active metrics and their value in both, graphical and numerical formats – color-coded based on their proximity to pre-defined thresholdsPersonalized Desktop Tickers display real-time metrics, consolidated from a variety of contact center systems, to agents, supervisors and managers.

E-learning

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.

 

Messages can be set up for extended-time display, for multi-message rotation, or to require agent acknowledgement.  They can be displayed in real-time tickers, sent as pop-ups, or shown on Web portal pages.Messages can be set up for extended-time display, for multi-message rotation, or to require agent acknowledgement. They can be displayed in real-time tickers, sent as pop-ups, or shown on Web portal pages.

Experience a Demo to see what VPI can do for you.

Speak with a VPI Specialist about your specific needs and get a front row seat to a better tomorrow.

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VPI Customer Ratings and Reviews

We switched to VPI and it has been a world of difference from our previous system. It is very user friendly and customizable for our different levels of users. Support has been excellent too.

Angela Fine
CAD Adminstrator, Bell County 9-1-1 Communications

We couldn’t be more pleased with VPI. We used to struggle to perform 90 QA checks per month. Now we are at 1,680 QA evaluations per month, and keep increasing. Our staff loves it.

Tami Chamberlain
Training and QA Supervisor, Hamilton County 911 Emergency Communications District

We have been 100% satisfied so far and are very happy we have VPI’s recording product for our PSAP center.

John Hubbard
Captain, Bentonville Police Department