VPI Resource Center

Sharpen your quality and performance management skills.

Boost your IQ with resource guides, webcasts, videos and more.

Download The Business Case for Contact Center Performance Management The Business Case for Contact Center Performance Management
Download Now Download The Business Case for Contact Center Performance Management Now

This eBook, which draws on Ventana Research’s extensive benchmark research, uncovers the 8 proven benefits of modern contact center performance management systems. You’ll learn how to develop a strong business case for investing in performance management systems that track and help improve contact center performance, employee satisfaction and the customer experience, and why performance management systems are one of the top two planned analytics investments for the year ahead.

 

Please fill out this form to get the whitepaper, The Business Case for Contact Center Performance Management

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download The Business Case for Contact Center Performance Management
Download Avoiding the Pitfalls of Speech Analytics Implementations Avoiding the Pitfalls of Speech Analytics Implementations
Download Now Download Avoiding the Pitfalls of Speech Analytics Implementations Now

Speech analytics is a fantastic tool when it’s used properly. It has the ability to provide valuable insights into customer needs, wants and opportunities. Better yet, business insights can be quickly identified and correlated without intruding on customer communications. This sounds great – and it can be – when the potential barriers and challenges are addressed.

 

Please fill out this form to get the whitepaper, Avoiding the Pitfalls of Speech Analytics Implementations

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Avoiding the Pitfalls of Speech Analytics Implementations
Download Top 35 Reasons You Need Contact Center Performance Management Top 35 Reasons You Need Contact Center Performance Management
Authored by Donna Fluss, President of DMG Consulting
Download Now Download Top 35 Reasons You Need Contact Center Performance Management Now

Whether you have 20 or 20,000 agents in your contact center, it’s essential to have one system of record that collects, consolidates, standardizes, analyzes and presents timely and actionable findings and recommendations to agents, supervisors and managers. Review the list of 35 common issues that performance management solutions address to see the many ways your customer-facing operations can benefit.

 

Please fill out this form to get the whitepaper, Top 35 Reasons You Need Contact Center Performance Management

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Top 35 Reasons You Need Contact Center Performance Management
Download Navigating Call Recording Law Navigating Call Recording Law
Download Now Download Navigating Call Recording Law Now

To avoid costly violations and ensure customer credibility, you need to be aware of many of the new and evolving laws, regulations, and industry standards that most profoundly affect contact centers, what you can do to avoid problems, and where to go when you need help. Regulations covered include: Payment Card Industry Data Security Standard (PCI-DSS), Dodd Frank Wall Street Reform and Consumer Protection Act, Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA), Fair Debt Collections Practices Act (FDCPA), Consent to Record, Health Insurance Portability and Accountability Act (HIPAA) and Family Medical Leave Act (FMLA)

 

Please fill out this form to get the whitepaper, Navigating Call Recording Law

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Navigating Call Recording Law
Download Mastering Self-Service with Virtual Call Agents Mastering Self-Service with Virtual Call Agents
Download Now Download Mastering Self-Service with Virtual Call Agents Now

The contact center is becoming increasingly complex. Traditional live agents alone can’t meet the demands of today’s contact center. Fortunately, advances in artificial intelligence are offering an ideal voice self-service solution - Virtual Call Agents.

 

Please fill out this form to get the whitepaper, Mastering Self-Service with Virtual Call Agents

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Mastering Self-Service with Virtual Call Agents
Download Good to Great: Rapid Results with Real-time Performance Management Good to Great: Rapid Results with Real-time Performance Management
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download Now Download Good to Great: Rapid Results with Real-time Performance Management Now

Download the complimentary benchmark research paper, authored by Chief Analyst Paul Stockford of Saddletree Research, to learn how real-time performance management enables split-second decisions from overall contact center performance down to a single customer contact. You'll discover today's most important contact center issues to measure and act upon in real-time and the highest-value metrics to share in real time with front line agents. You'll also learn why real-time performance management software is among the elite industry solutions with highest ROI impact.

 

Please fill out this form to get the whitepaper, Good to Great: Rapid Results with Real-time Performance Management

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Good to Great: Rapid Results with Real-time Performance Management
Download Contact Center Quality Assurance Buyers Guide Contact Center Quality Assurance Buyers Guide
Knowing What to Look for Up-Front is Essential for Organizations to Select the Right Solution for their Needs
Download Now Download Contact Center Quality Assurance Buyers Guide Now

Traditional quality assurance (QA), which has been primarily focused on monitoring and improving internal agent quality and compliance for the past 30 years, is now also being used to uncover valuable insights to improve business operations and customer satisfaction. The emergence of workflow automation and embedded analytics with new QA solutions are helping customer facing organizations around the world reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, the latest QA solutions take you straight to what really matters – delivering insight into critical business issues and opportunities to improve customer experience and revenue outcomes. This resource guide outlines and reviews the key considerations and top ten capabilities of importance when purchasing a new, more effective QA solution.

 

Please fill out this form to get the whitepaper, Contact Center Quality Assurance Buyers Guide

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Contact Center Quality Assurance Buyers Guide
Download The Right Way to Do Contact Center Reporting The Right Way to Do Contact Center Reporting
Authored by DMG Consulting
Download Now Download The Right Way to Do Contact Center Reporting Now

Have you ever been blindsided by issues in your contact center? Still manually compiling data from different systems? Need timelier, more flexible reporting? If so, you’re not alone. Most contact centers are dependent upon incredibly limited reports that can’t provide the critical and timely data and alerts essential for crisis prevention and optimum performance. Fortunately, recent innovations in contact center performance management technology means that you don’t have to struggle with reporting anymore. There are now flexible, real-time and historical reporting tools that can adapt to your specific, evolving business needs. Download this groundbreaking white paper authored by renowned analyst Donna Fluss today to learn how.

 

Please fill out this form to get the whitepaper, The Right Way to Do Contact Center Reporting

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download The Right Way to Do Contact Center Reporting
Download How to Solve 7 Everyday Call Center Problems with Analytics How to Solve 7 Everyday Call Center Problems with Analytics
authored by chief analyst Dick Bucci from Pelorus Associates
Download Now Download How to Solve 7 Everyday Call Center Problems with Analytics Now

Learn how to solve seven major problems faced by contact centers everyday with desktop analytics, including:
1. Measurement and analysis of first call resolution
2. More effective agent evaluations
3. Optimizing call handle time
4. Campaign analysis
5. Identification of at risk customers
6. Collections optimization and compliance
7. Achieving PCI – DSS compliance

 

Please fill out this form to get the whitepaper, How to Solve 7 Everyday Call Center Problems with Analytics

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download How to Solve 7 Everyday Call Center Problems with Analytics
Download Getting Workforce Optimization Right Getting Workforce Optimization Right
How to Align Your Agent Training and Management with the Needs of Your Customers, authored by Ovum
Download Now Download Getting Workforce Optimization Right Now

There is immense pressure on contact centers to improve customer satisfaction while reducing internal costs. Without the right technologies and processes in place, it can be virtually impossible for contact centers to create the best possible customer service environment. Download the white paper to learn how to harness the power of unified workforce optimization solutions to get call recording, quality assurance, WFM, analytics, performance management, E-learning and customer surveying to work together to optimize contact center performance, customer satisfaction and compliance. You'll also learn how to quickly identify critical customer issues and realize process improvement opportunities across multiple communication channels - use analytics to identify high value interactions, prevalent reasons for customer calls, bottlenecks in contact center processes, and gaps in agent skills and knowledge. You'll discover proven methods for creating highly effective agent learning programs - personalize training content selection and delivery based on individual performance measures and skill gaps, prioritized by ranking of business objectives.

 

Please fill out this form to get the whitepaper, Getting Workforce Optimization Right

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Getting Workforce Optimization Right
Download Quality Assurance 2.0: The Rebirth of Contact Center QA Quality Assurance 2.0: The Rebirth of Contact Center QA
Download Now Download Quality Assurance 2.0: The Rebirth of Contact Center QA Now

Traditional call center quality assurance has reached the end of its life cycle – it is too cumbersome to embrace the latest customer mindset and often contributes to customer dissatisfaction, organizational turmoil and reduced agent morale. The new, intelligent call center quality assurance systems automate workflow and rapidly identify insights into critical business and customer experience issues and opportunities. Perhaps most importantly, call center quality assurance now encompasses the entire process of doing good business throughout your contact center.

 

Please fill out this form to get the whitepaper, Quality Assurance 2.0: The Rebirth of Contact Center QA

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Quality Assurance 2.0: The Rebirth of Contact Center QA
Download Call Recording Guide to PCI DSS Compliance Call Recording Guide to PCI DSS Compliance
Authored by Pelorus Associates
Download Now Download Call Recording Guide to PCI DSS Compliance Now

On October 28, 2010, the Payment Card Industry Standards Council made a major update to the PCI Data Security Standard. PCI DSS version 2.0 went effective on January 1, 2011. Organizations that do not take action this year to ensure compliance with these new requirements could face costly fines. You'll learn how the new PCI DSS requirements will affect your organization, important PCI DSS requirements that impact call recording and quality monitoring, six alternatives for preventing recording and storing of sensitive credit card authentication data and much more!

 

Please fill out this form to get the whitepaper, Call Recording Guide to PCI DSS Compliance

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Call Recording Guide to PCI DSS Compliance
Download Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download Now Download Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 

Please fill out this form to get the whitepaper, Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
Download Transitioning from Old QA to New Analytics-Enabled Quality Assurance Transitioning from Old QA to New Analytics-Enabled Quality Assurance
Authored by DMG Consulting
Download Now Download Transitioning from Old QA to New Analytics-Enabled Quality Assurance Now

The Quality Assurance (QA) process for most contact centers has been a cumbersome undertaking for three decades. Now, there is a better way – the next generation of QA solutions is here. Utilizing workflow automation and analytics, they can reduce the manual steps required by most QA applications by 60 to 80 percent while ensuring the voice of the customer (VOC) is still heard.

 

Please fill out this form to get the whitepaper, Transitioning from Old QA to New Analytics-Enabled Quality Assurance

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Transitioning from Old QA to New Analytics-Enabled Quality Assurance
Download VPI Fact Finder: Revolutionizing Contact Center Analytics VPI Fact Finder: Revolutionizing Contact Center Analytics
Authored by Saddletree Research
Download Now Download VPI Fact Finder: Revolutionizing Contact Center Analytics Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, VPI Fact Finder is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 

Please fill out this form to get the whitepaper, VPI Fact Finder: Revolutionizing Contact Center Analytics

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Fact Finder: Revolutionizing Contact Center Analytics
Download Mastering First Contact Resolution with Analytics Mastering First Contact Resolution with Analytics
Authored by VPI
Download Now Download Mastering First Contact Resolution with Analytics Now

No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier.

 

Please fill out this form to get the whitepaper, Mastering First Contact Resolution with Analytics

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Mastering First Contact Resolution with Analytics
Download Contact Center Optimization in a Challenging Economy Contact Center Optimization in a Challenging Economy
Authored by Datamonitor
Download Now Download Contact Center Optimization in a Challenging Economy Now
 

Please fill out this form to get the whitepaper, Contact Center Optimization in a Challenging Economy

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Contact Center Optimization in a Challenging Economy
Download  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies
Authored by The Pelorus Group
Download Now Download  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies Now
 

Please fill out this form to get the whitepaper, The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies
Download Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
Authored by DMG Consulting
Download Now Download Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics Now
 

Please fill out this form to get the whitepaper, Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
Download Contact Center QA Guide: Building a World-Class Quality Assurance Program Contact Center QA Guide: Building a World-Class Quality Assurance Program
Authored by analyst Donna Fluss from DMG Consulting
Download Now Download Contact Center QA Guide: Building a World-Class Quality Assurance Program Now
 

Please fill out this form to get the whitepaper, Contact Center QA Guide: Building a World-Class Quality Assurance Program

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Contact Center QA Guide: Building a World-Class Quality Assurance Program
Download Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance
Authored by and Featuring Research from analyst Dick Bucci of The PELORUS Group
Download Now Download Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance Now

As the premier provider of call recording and workforce optimization solutions, VPI is pleased to offer you the following white paper on call recording regulations, call recording laws by state and solutions for ensuring compliance. Some of the many regulations covered include Payment Card Industry Data Security Standard (PCI-DSS), Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA) among many others!

 

Please fill out this form to get the whitepaper, Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance
Download Metrics That Matter: Proactively Boost Performance and Customer Experience Metrics That Matter: Proactively Boost Performance and Customer Experience
Authored by The Pelorus Group
Download Now Download Metrics That Matter: Proactively Boost Performance and Customer Experience Now

Now more than ever, contact center managers and executives need to be proactive in helping their organizations accomplish strategic and tactical goals, but with so much data available there's a tendency to rely upon the tried and true call center metrics that everyone tracks. Successful managers know the call center metrics that matter, understand contact center metrics best practices, and utilize proactive technologies that enable them to monitor call center measures to identify and optimize rather than wait and react.

 

Please fill out this form to get the whitepaper, Metrics That Matter: Proactively Boost Performance and Customer Experience

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Metrics That Matter: Proactively Boost Performance and Customer Experience
Download Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience
Authored by Donna Fluss from DMG Consulting
Download Now Download Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience Now
 

Please fill out this form to get the whitepaper, Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience
Download Best Practices in Call Center Recording, Quality Monitoring and Coaching Best Practices in Call Center Recording, Quality Monitoring and Coaching
Authored by and Featuring Research from analyst Dick Bucci of The PELORUS Group
Download Now Download Best Practices in Call Center Recording, Quality Monitoring and Coaching Now
 

Please fill out this form to get the whitepaper, Best Practices in Call Center Recording, Quality Monitoring and Coaching

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Best Practices in Call Center Recording, Quality Monitoring and Coaching
Download 5 Secrets to Contact Center E-Learning and Coaching Success 5 Secrets to Contact Center E-Learning and Coaching Success
Authored by Ovum Research
Download Now Download 5 Secrets to Contact Center E-Learning and Coaching Success Now

In today's highly competitive and rapidly evolving marketplace, it's crucial to equip agents with the appropriate skills to respond to customers effectively and efficiently. E-learning and coaching tools are proven to help contact centers mitigate agent churn, reduce staffing shortages and improve performance. This brand new white paper provides proven best practices and groundbreaking techniques for deploying e-learning and coaching solutions in the contact center.

 

Please fill out this form to get the whitepaper, 5 Secrets to Contact Center E-Learning and Coaching Success

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download 5 Secrets to Contact Center E-Learning and Coaching Success
Download Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers
Authored by Dick Bucci from The Pelorus Group
Download Now Download Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers Now
 

Please fill out this form to get the whitepaper, Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers
Download How Performance Analytics is Enabling Contact Centers to Achieve their Goals How Performance Analytics is Enabling Contact Centers to Achieve their Goals
Authored by and Featuring Research from Frost & Sullivan
Download Now Download How Performance Analytics is Enabling Contact Centers to Achieve their Goals Now
 

Please fill out this form to get the whitepaper, How Performance Analytics is Enabling Contact Centers to Achieve their Goals

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download How Performance Analytics is Enabling Contact Centers to Achieve their Goals
  Back to top
Download eBook: 9-1-1 Quality Assurance and Improvement Tips and Tools eBook: 9-1-1 Quality Assurance and Improvement Tips and Tools
Download Now Download eBook: 9-1-1 Quality Assurance and Improvement Tips and Tools Now

Regardless of where you are on your journey to implementing an effective Quality Assurance program, the new APCO NENA ANSI-approved standard for Quality Assurance and Improvement (QA/QI) offers a fresh perspective on making it better for everyone at your agency. Cognizant of NG 9-1-1 transition underway, it draws from contributions of expert practitioners. Learn about recommendations, practical tips and helpful software tools in this e-book that are based on hands-on experience of those agencies that already perfected smart ways of doing QA.

 

Please fill out this form to get the whitepaper, eBook: 9-1-1 Quality Assurance and Improvement Tips and Tools

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download eBook: 9-1-1 Quality Assurance and Improvement Tips and Tools
Download PSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations PSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations
Authored by Dick Bucci, Pelorus Associates
Download Now Download PSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations Now

The trend towards consolidation of local and regional Public Safety Answering Point (PSAP) centers is here to stay, driven by multiple powerful factors - economics, better efficiency, Next Generation 9-1-1, obsolescence of the current technology, disaster planning, access to expertise and more. Download this resource guide to learn why a well-designed Quality Assurance (QA/QI) program is critical to a successful consolidation and key considerations for selecting the right centralized communications recording, QA and E-learning technologies.

 

Please fill out this form to get the whitepaper, PSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download PSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations
Download Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System
Download Now Download Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System Now

Learn about the 10 key questions you'll want to ask vendors when evaluating recording system that will support your transition to Next Generation 9-1-1 multimedia communications.

 

Please fill out this form to get the whitepaper, Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System
Download Emergency Response Quality and Performance Handbook Emergency Response Quality and Performance Handbook
Authored by Chief Analyst Dick Bucci from Pelorus Associates
Download Now Download Emergency Response Quality and Performance Handbook Now

The development of Next Generation 9-1-1 and soon–to–be introduced Quality Assurance (QA) standards are raising the bar for the quality of service required from public safety agencies. Quality of service is impacted by both the performance of employees and the processes in use. Periodic, systematic quality evaluation of emergency contact center communications can provide invaluable transparency to everyone involved and expose inadequacies in both employee and process areas.

 

Please fill out this form to get the whitepaper, Emergency Response Quality and Performance Handbook

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Emergency Response Quality and Performance Handbook
Download Next Generation 9-1-1 Recording and Quality Assurance Guide Next Generation 9-1-1 Recording and Quality Assurance Guide
Authored by renowned analyst Dick Bucci from The PELORUS Group
Download Now Download Next Generation 9-1-1 Recording and Quality Assurance Guide Now

Public safety emergency communications have never been on the threshold of greater change than they are today. PSAPs, both large and small, are now preparing for Next Generation 9-1-1 to keep up with the rapidly evolving world of mobile, multimedia and IP communications. Register to download this eye–opening resource guide discusses what you need to look for in a new recording and quality assurance system to meet the challenges arising from Next Generation 9-1-1.

 

Please fill out this form to get the whitepaper, Next Generation 9-1-1 Recording and Quality Assurance Guide

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Next Generation 9-1-1 Recording and Quality Assurance Guide
Download Emerging Best Practices in Public Safety Recording, Quality Assurance and Training Emerging Best Practices in Public Safety Recording, Quality Assurance and Training
Authored by analyst Dick Bucci from The PELORUS Group
Download Now Download Emerging Best Practices in Public Safety Recording, Quality Assurance and Training Now

Emergency communications have never been on the threshold of greater change than they are today. Navigating in a complex world of tracking, recording, evaluating, and training on interactions in today's increasingly complex communication centers requires much more insight than ever before. This ground-breaking guide discusses the areas that public safety organizations need to focus upon in preparation for the many changes and challenges that lie ahead.

 

Please fill out this form to get the whitepaper, Emerging Best Practices in Public Safety Recording, Quality Assurance and Training

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Emerging Best Practices in Public Safety Recording, Quality Assurance and Training
  Back to top
Download Ventana Research 2015 Workforce Optimization Value Index Ventana Research 2015 Workforce Optimization Value Index
Download Now Download Ventana Research 2015 Workforce Optimization Value Index Now

The Ventana Research 2015 Value Index for Workforce Optimization is an unbiased, fact-based index designed to help organizations assess, validate and improve their Workforce Optimization investments and technology. Built on Ventana Research’s foundation of 12 years of business and technology research, this is the first such industry undertaking to assess the value of software designed specifically for enabling Workforce Optimization.

 

Please fill out this form to get the research report, Ventana Research 2015 Workforce Optimization Value Index

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Ventana Research 2015 Workforce Optimization Value Index
Download QATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices QATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices
Download Now Download QATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices Now

Learn dozens of best practices for getting the right staff on board, training them well, and reviewing their customer conversations to ensure each interaction delivers value. The Quality and Training Connection (QATC), an industry association devoted to these critical functions in today’s contact center, has been surveying hundreds contact center quality assurance (QA) and training professionals for 5 years on a wide variety of topics. This 77 page report is a compilation of those surveys with detailed commentary on the results.

 

Please fill out this form to get the research report, QATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download QATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices
Download ContactBabel Inner Circle Guide to Customer Contact Analytics ContactBabel Inner Circle Guide to Customer Contact Analytics
Download Now Download ContactBabel Inner Circle Guide to Customer Contact Analytics Now

“The Inner Circle Guide to Customer Contact Analytics” is a detailed and realistic analysis of the many benefits of speech and multi-channel analytics, as well as the technology, implementation best practices, ROI model building, expected results, speech analytics software comparison and market landscape. Through understanding the content of vast volumes of interactions, the level of actionable insight that analytics can unlock is unprecedented. The report also features actual and potential end-users asking tough questions to solution providers about the reality of using speech analytics software.

 

Please fill out this form to get the research report, ContactBabel Inner Circle Guide to Customer Contact Analytics

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download ContactBabel Inner Circle Guide to Customer Contact Analytics
Download Call Center IQ Executive Report on Call Center Performance Operations and Technology Call Center IQ Executive Report on Call Center Performance Operations and Technology
Download Now Download Call Center IQ Executive Report on Call Center Performance Operations and Technology Now

Always designed to serve customers, the call center is now committed to satisfying them. In order to honor that commitment, organizations must calibrate their call center operations with the notion of customer satisfaction. It is within this customer-centric landscape that Call Center IQ issues its annual Executive Report on Call Center Performance, Operations and Technology. Constructed with call center benchmarking data from CCIQ’s annual Call Center Performance and Operations survey and colored with insights from several thought leaders, the report unpacks and assesses the state of call center operations.

 

Please fill out this form to get the research report, Call Center IQ Executive Report on Call Center Performance Operations and Technology

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Call Center IQ Executive Report on Call Center Performance Operations and Technology
Download Frost and Sullivan Virtual Agent Best Practices Research Report Frost and Sullivan Virtual Agent Best Practices Research Report
Authored by Frost & Sullivan analyst Nancy Jamison
Download Now Download Frost and Sullivan Virtual Agent Best Practices Research Report Now

See why Frost & Sullivan are convinced that VPI VirtualSource virtual call agent solution provides the best answer to two of the most vexing problems facing contact center managers.

 

Please fill out this form to get the research report, Frost and Sullivan Virtual Agent Best Practices Research Report

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Frost and Sullivan Virtual Agent Best Practices Research Report
Download DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study
Learn why customers ranked VPI's contact center workforce optimizaiton solutions ranked first in 13 of 14 product satisfaction categories.
Download Now Download DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study Now

Read the report reprint to learn more about 13 of 14 product categories that VPI's recording, QA and workforce optimization solutions ranked first in DMG Consulting's 2012 Product and Market Report.

 

Please fill out this form to get the research report, DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study
Download NACC Call Center Market Trends and Forecast Report NACC Call Center Market Trends and Forecast Report
by the National Association of Call Centers (NACC)
Download Now Download NACC Call Center Market Trends and Forecast Report  Now

The latest report from the National Association of Call Centers (NACC) shows a very optimistic outlook for the call center industry. Learn about benchmark research and the latest trends in call recording, quality monitoring, speech analytics, performance analytics and E-learning.

 

Please fill out this form to get the research report, NACC Call Center Market Trends and Forecast Report

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download NACC Call Center Market Trends and Forecast Report
Download Frost & Sullivan Agent Performance Optimization Market Key Trends Frost & Sullivan Agent Performance Optimization Market Key Trends
Download Now Download Frost & Sullivan Agent Performance Optimization Market Key Trends Now
 

Please fill out this form to get the research report, Frost & Sullivan Agent Performance Optimization Market Key Trends

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Frost & Sullivan Agent Performance Optimization Market Key Trends
Download DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report
Published by DMG Consulting
Download Now Download DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report Now

Download this complimentary 35 page report executive summary to learn which contact center quality management and liability call recording technologies help call center managers achieve their primary goals, key contact center quality management and liability recording technology trends altering the direction of contact centers, How to take your contact center quality management program to the next level and increase productivity while enhancing the customer experience and agent satisfaction and many more call center quality management skills!

 

Please fill out this form to get the research report, DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report
Download DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint
Authored by and Featuring Research from DMG Consulting
Download Now Download DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint Now
 

Please fill out this form to get the research report, DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint
  Back to top
Download Accelerating Success with Real-time Performance Management Accelerating Success with Real-time Performance Management Download Now Download Accelerating Success with Real-time Performance Management Now

See the results of Saddletree Research's benchmark research on the many uses and benefits of real-time contact center performance management. Learn how real-time performance management enables split-second decisions from overall contact center performance down to a single customer contact. You’ll learn today's most important contact center issues to measure and act upon in real-time and the highest-value metrics to share in real time with front line agents and managers. Discover why real-time performance management software is among the elite industry solutions with highest ROI impact.

 

Please fill out this form to view the webcast, Accelerating Success with Real-time Performance Management

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Accelerating Success with Real-time Performance Management
Download Making QA Count: Using Analytics to Focus on Business Outcomes Making QA Count: Using Analytics to Focus on Business Outcomes Download Now Download Making QA Count: Using Analytics to Focus on Business Outcomes Now

Analytics can help you transform your contact center’s quality assurance (QA) program from mere internal compliance monitoring to a business value generating engine. Analytics and workflow automation can help you reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, they take you straight to what really matters – delivering insight into critical business issues and opportunities to improve customer experience and revenue outcomes. Attend this informative session to learn how to get more value from your QA program by using analytics to classify and assign interactions for review based on their business value.

 

Please fill out this form to view the webcast, Making QA Count: Using Analytics to Focus on Business Outcomes

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Making QA Count: Using Analytics to Focus on Business Outcomes
Download IVR Gets a Brain: From Zero to Hero in Just 30 Days IVR Gets a Brain: From Zero to Hero in Just 30 Days Download Now Download IVR Gets a Brain: From Zero to Hero in Just 30 Days Now

Traditional touch tone and speech IVRs have failed because they try to take customers down a linear path. Learn how conversational virtual call agents powered by artificial intelligence can help you successfully automate a much broader range of your inbound and outbound call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs. You’ll also learn how several world-class organizations are already using cloud-based virtual call agents to lower costs, improve customer experience and gain a strong competitive advantage. You'll also learn about how easy it is to get started successfully automating your calls with VPI's Risk Free 30-Day Trial.

 

Please fill out this form to view the webcast, IVR Gets a Brain: From Zero to Hero in Just 30 Days

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download IVR Gets a Brain: From Zero to Hero in Just 30 Days
Download Optimizing the Customer Experience with Virtual Call Agents Optimizing the Customer Experience with Virtual Call Agents Download Now Download Optimizing the Customer Experience with Virtual Call Agents Now

Learn how you can now automate a much broader range of your call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs and even some human agents. You’ll also learn how several world-class organizations are already using conversational virtual agents to lower costs, improve customer experience and gain a strong competitive advantage.

 

Please fill out this form to view the webcast, Optimizing the Customer Experience with Virtual Call Agents

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Optimizing the Customer Experience with Virtual Call Agents
  Back to top
Download APCO Training Webcast: Public Safety Quality Assurance Best Practices and Tools APCO Training Webcast: Public Safety Quality Assurance Best Practices and Tools Download Now Download APCO Training Webcast: Public Safety Quality Assurance Best Practices and Tools Now

Join APCO Institute Adjunct Instructor Lori VanGilder and QA specialist Patrick Botz from VPI to learn how to implement an effective QA/QI program that combines the automated selection of priority calls for review, in addition to randomly selected calls to provide a well-rounded assessment of the performance of each telecommunicator. You'll learn how to design objective QA evaluation forms for evaluating critical call and incident types and deliver timely Coaching feedback to telecommunicators to dramatically improve the qualify of your communications.

http://www.vpi-corp.com/APCO-Quality-Assurance-Webcast/
 

Please fill out this form to view the webcast, APCO Training Webcast: Public Safety Quality Assurance Best Practices and Tools

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download APCO Training Webcast: Public Safety Quality Assurance Best Practices and Tools
Download Advantages of IP Dispatch and Recording, PowerSouth Case Study and Best Practices Advantages of IP Dispatch and Recording, PowerSouth Case Study and Best Practices Download Now Download Advantages of IP Dispatch and Recording, PowerSouth Case Study and Best Practices Now

Learn how PowerSouth Energy Cooperative modernized its communications center and boosted liability and quality control with a state-of-the-art IP dispatch and communications recording solution.  You also learn from experts at Avtec and VPI about the compelling advantages of an IP infrastructure for emergency communications, best practices for disaster recovery, and proven strategies for future-ready recording and Quality Assurance of your communications.

http://www.vpi-corp.com/ip-dispatch-webcast/
 

Please fill out this form to view the webcast, Advantages of IP Dispatch and Recording, PowerSouth Case Study and Best Practices

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download Advantages of IP Dispatch and Recording, PowerSouth Case Study and Best Practices
  Back to top
Hope is Not a QA Strategy Download
Play
VPI’s Vice President of Workforce Optimization, Patrick Botz, recently sat down with Paul Stockford of Saddletree Research to about the changing role of quality assurance (QA) in the contact center and new strategies that allow contact centers to fine-tune the QA process in order to gain more value out of the quality monitoring process. In addition to being the Chief Analyst for Saddletree, Paul is also the Director of Research at the National Association of Call Centers. So he really is busy keeping his finger on the pulse of the industry.

Paul’s research recently found that call center quality assurance (QA) systems are the most widely used solution in the contact center today - with 74% of the industry currently using some form of QA technology. However, most organizations are not maximizing the value of their QA efforts – they’re still employing random call monitoring practices that cannot embrace the latest customer mindset and often contribute to customer dissatisfaction, organizational turmoil and reduced agent morale. In this short podcast, Paul and Patrick discuss the importance of using analytics to monitor quality in the contact center and why random call monitoring is no longer a valid strategy as it was decades ago.
 
Using Customer Insights to Improve the Patient Experience and CMS Star Ratings Download

Hospitals and other healthcare providers, as well as insurance companies, rely on accurate and timely communication to save lives, run smoothly and enhance patients’ health. But how do you know if your contact center is fulfilling its part of that equation? In this podcast, Mohan Nair will discuss:

  • The increased focus on the contact center as an integral player in healthcare reform
  • How the right quality monitoring and analytics tools can improve the patient experience, boost your CMS quality and performance ratings, cut costs, enhance privacy and improve compliance reporting
  • Staffing your healthcare contact center for quality
  • How First Contact Resolution (FCR) metrics are driving improvements across the entire organization

Finally, you’ll walk away from this podcast with two recommendations you can implement today to improve your contact center’s quality, performance and customer experience.

 

 
Unified Contact Center Reporting: An Interview with Telecom Reseller Download

In this podcast, Patrick Botz, VP of Workforce Optimization sits down with Doug Green from Telecom Reseller to discuss advances in contact center performance reporting. You'll learn how unified contact center reporting:

  • Provides a unified view of multiple data sources and sites including Avaya, Cisco, Aspect and many other ACD and dialers, CRM, QA, WFM and ticketing systems, as well as internal databases.
  • Graphically presents your metrics in real time in the form of Web-based reports, dashboards, scorecards and desktop tickers.
  • Alerts you to potential problems and opportunities in your contact center.
 
The Contact Center’s Strategic Role in a Utility Provider’s Overall Success Download

In the highly regulated and complex energy and utilities sector, the contact center is often the unsung, but most visible, hero. Frequently overlooked as a strategic player in the past, the contact center is finally being noted by utility providers as critical to overall company success. In this podcast, Mohan Nair will discuss:

  • Emerging trends in recruitment and training of contact center agents
  • The benefits of implementing quality monitoring and individual mentoring in a utilities environment
  • Why utility providers must ensure that communication, training and quality monitoring are always among top priorities

Finally, you’ll walk away from this podcast with two recommendations you can implement this year to greatly improve the compliance, quality and performance of your contact center operations.

 

 
Rebuilding Trust in Financial Services through Exceptional Customer Experiences Download

Financial services providers are doing a delicate balancing act these days: complying with requirements for more transparency and lower costs versus the need to provide outstanding customer service. While challenging, there are companies who are able to achieve this balance and are rebuilding the trust and relationships that may have been damaged during the recession. In this podcast, Mohan Nair will discuss:

  • The critical role the contact center is playing in rebuilding the reputation of the financial services industry
  • Important trends to watch
  • Examples of innovative financial organizations that are balancing compliance and minimizing security breaches while delivering outstanding customer experiences
  • Tips for staffing and training your outsourced contact center to reduce attrition

Finally, you’ll walk away from this podcast with two recommendations you can implement this year to greatly improve the compliance, quality and performance of your contact center operations.

 

 
Keys to Maximizing the Client-Outsourced Contact Center Relationship Download

Organizations turn to outsourced contact center services to lower operational costs and increase the number of agents they can access at a given time. But often, critical quality control measures are reduced or removed altogether in the cost reduction effort. To ensure productivity, quality and a customer satisfaction, Mohan Nair will discuss:

  • Critical metrics that must be included in contracts with Outsourced Service Provider
  • The importance of selecting a provider that will build and strengthen your brand over one that just saves you money
  • Why analyzing and acting on real-time performance metrics is more effective than relying on historical trends and data
  • Tips for staffing and training your outsourced contact center to reduce attrition
Finally, you’ll walk away from this podcast with two recommendations you can implement today to improve your contact center’s quality and performance ratings.

 
  Back to top

About VPI

Please fill out this form to view the datasheet, VPI Corporate Fact Sheet

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Corporate Fact Sheet

Please fill out this form to view the datasheet, VPI EMPOWER™ Workforce Optimization Overview

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER™ Workforce Optimization Overview

Product Datasheets

Interactions Recording

Please fill out this form to view the datasheet, VPI CAPTURE Enterprise-Wide Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Enterprise-Wide Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Interaction Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Interaction Recording

Please fill out this form to view the datasheet, VPI CAPTURE Mobile Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Mobile Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Screen Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Screen Recording

Quality Monitoring

Please fill out this form to view the datasheet, VPI QUALITY Call Quality Monitoring and Evaluation

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI QUALITY Call Quality Monitoring and Evaluation

Please fill out this form to view the datasheet, VPI QUALITY PRO Analytics-Driven Quality Monitoring

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI QUALITY PRO Analytics-Driven Quality Monitoring

Business Intelligence

Please fill out this form to view the datasheet, VPI INTELLIGENCE Contact Center Business Intelligence (BI)

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI INTELLIGENCE Contact Center Business Intelligence (BI)

Please fill out this form to view the datasheet, VPI INTELLIGENCE Editions Comparison

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI INTELLIGENCE Editions Comparison

Please fill out this form to view the datasheet, VPI PERFORMANCE Performance Management Reporting

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE Performance Management Reporting

Agent Coaching

Please fill out this form to view the datasheet, VPI COACHING E-learning Software

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI COACHING E-learning Software

Workforce Management

Please fill out this form to view the datasheet, VPI Community Workforce Management

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Community Workforce Management

Interaction Analytics

Please fill out this form to view the datasheet, VPI INSIGHT Speech Analytics

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI INSIGHT Speech Analytics

Virtual Call Agents

Please fill out this form to view the datasheet, VPI VirtualSource™ Virtual Call Agents

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI VirtualSource™ Virtual Call Agents

PCI Compliance

Please fill out this form to view the datasheet, VPI PCI Compliance Recording Solution

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download  VPI PCI Compliance Recording Solution

Product Datasheets by Integration

Aspect

Please fill out this form to view the datasheet, VPI CAPTURE Aspect Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Aspect Call Recording

Avaya/Nortel

Please fill out this form to view the datasheet, List of VPI PERFORMANCE Avaya CMS Reports

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download List of VPI PERFORMANCE Avaya CMS Reports

Please fill out this form to view the datasheet, List of VPI PERFORMANCE Avaya Proactive Contact Reports

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download List of VPI PERFORMANCE Avaya Proactive Contact Reports

Please fill out this form to view the datasheet, VPI Avaya Compliant Recording and Workforce Optimization Software

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Avaya Compliant Recording and Workforce Optimization Software

Please fill out this form to view the datasheet, VPI CAPTURE Avaya Multi-Registration Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Avaya Multi-Registration Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Avaya Passive Span Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Avaya Passive Span Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE VoIP Call Recording for Avaya

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE VoIP Call Recording for Avaya

Please fill out this form to view the datasheet, VPI Nortel Active IP Recording Duplicate Media Streaming

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Nortel Active IP Recording Duplicate Media Streaming

Please fill out this form to view the datasheet, VPI PERFORMANCE Solution Benefits for Avaya CMS

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE Solution Benefits for Avaya CMS

Cisco

Please fill out this form to view the datasheet, List of VPI PERFORMANCE Reports for Cisco UCCE

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download List of VPI PERFORMANCE Reports for Cisco UCCE

Please fill out this form to view the datasheet, List of VPI PERFORMANCE Reports for Cisco UCCX

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download List of VPI PERFORMANCE Reports for Cisco UCCX

Please fill out this form to view the datasheet, VPI CAPTURE Cisco Automatic Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Cisco Automatic Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Cisco Passive Span Port Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Cisco Passive Span Port Recording

Please fill out this form to view the datasheet, VPI EMPOWER Workforce Optimization for Cisco

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER Workforce Optimization for Cisco

Please fill out this form to view the datasheet, VPI PERFORMANCE Reporting for Cisco UCCE

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE Reporting for Cisco UCCE

Please fill out this form to view the datasheet, VPI PERFORMANCE Reporting for Cisco UCCX

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE Reporting for Cisco UCCX

Please fill out this form to view the datasheet, VPI PERFORMANCE Solution Advantages for Cisco UCCX

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE Solution Advantages for Cisco UCCX

Mitel

Please fill out this form to view the datasheet, VPI CAPTURE Mitel 3300 ICP Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Mitel 3300 ICP Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Mitel Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Mitel Call Recording

Please fill out this form to view the datasheet, VPI PERFORMANCE Mitel Reporting & Training

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE Mitel Reporting & Training

Please fill out this form to view the datasheet, VPI QUALITY Mitel Call Quality Management

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI QUALITY Mitel Call Quality Management

Other Integrations

Please fill out this form to view the datasheet, VPI CAPTURE Amazon S3 Cloud Storage Integration

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Amazon S3 Cloud Storage Integration

Please fill out this form to view the datasheet, VPI CAPTURE Motorola P25 Radio Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Motorola P25 Radio Recording

Please fill out this form to view the datasheet, VPI EMPOWER CRM, ERP and Service Desk Integration

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER CRM, ERP and Service Desk Integration

Please fill out this form to view the datasheet, VPI EMPOWER Workforce Optimization for Avaya

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER Workforce Optimization for Avaya

Please fill out this form to view the datasheet, VPI Fact Finder CRM, ERP and Service Desk Integration

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Fact Finder CRM, ERP and Service Desk Integration

Please fill out this form to view the datasheet, VPI Nortel Active IP Recording Duplicate Media Streaming

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Nortel Active IP Recording Duplicate Media Streaming

Please fill out this form to view the datasheet, VPI PERFORMANCE™ Pipkins Integration

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI PERFORMANCE™ Pipkins Integration

Industry Solutions Brochures

Please fill out this form to view the datasheet, VPI EMPOWER First Contact Resolution

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER First Contact Resolution

Please fill out this form to view the datasheet, VPI EMPOWER Handle Time Optimization

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER Handle Time Optimization

About VPI

Please fill out this form to view the datasheet, VPI Corporate Fact Sheet

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Corporate Fact Sheet

Product Datasheets

Interactions Recording

Please fill out this form to view the datasheet, VPI CAPTURE Avtec Console Recording Integration

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Avtec Console Recording Integration

Please fill out this form to view the datasheet, VPI CAPTURE Communications Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Communications Recording

Please fill out this form to view the datasheet, VPI CAPTURE ESSENTIAL Communications Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE ESSENTIAL Communications Recording

Please fill out this form to view the datasheet, VPI CAPTURE ESSENTIAL Recorder

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE ESSENTIAL Recorder

Please fill out this form to view the datasheet, VPI Priority Dispatch AQUA Call Playback

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Priority Dispatch AQUA Call Playback

Quality Monitoring

Please fill out this form to view the datasheet, VPI QUALITY Assurance and Improvement (QA/QI)

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI QUALITY Assurance and Improvement (QA/QI)

Please fill out this form to view the datasheet, VPI QUALITY Quality Assurance

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI QUALITY Quality Assurance

Business Intelligence

Please fill out this form to view the datasheet, VPI INTELLIGENCE Command Center Dashboards

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI INTELLIGENCE Command Center Dashboards

Agent Coaching

Please fill out this form to view the datasheet, VPI COACHING Coaching and E-learning

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI COACHING Coaching and E-learning

Product Datasheets by Integration

Avaya/Nortel

Please fill out this form to view the datasheet, VPI Avaya Compliant Recording and Workforce Optimization Software

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Avaya Compliant Recording and Workforce Optimization Software

Please fill out this form to view the datasheet, VPI CAPTURE Avaya Multi-Registration Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Avaya Multi-Registration Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Avaya Passive Span Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Avaya Passive Span Call Recording

Please fill out this form to view the datasheet, VPI Nortel Active IP Recording Duplicate Media Streaming

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Nortel Active IP Recording Duplicate Media Streaming

Cisco

Please fill out this form to view the datasheet, VPI CAPTURE Cisco Automatic Call Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Cisco Automatic Call Recording

Please fill out this form to view the datasheet, VPI CAPTURE Cisco Passive Span Port Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Cisco Passive Span Port Recording

Please fill out this form to view the datasheet, VPI EMPOWER Workforce Optimization for Cisco

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER Workforce Optimization for Cisco

Other Integrations

Please fill out this form to view the datasheet, CAD Integration: Enhance Your Call Recording Searches, Incident Recreation and QA/QI

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download CAD Integration: Enhance Your Call Recording Searches, Incident Recreation and QA/QI

Please fill out this form to view the datasheet, VPI CAPTURE Call Recording Integration for UTC MASterMind

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Call Recording Integration for UTC MASterMind

Please fill out this form to view the datasheet, VPI CAPTURE Motorola P25 Radio Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI CAPTURE Motorola P25 Radio Recording

Please fill out this form to view the datasheet, VPI Nortel Active IP Recording Duplicate Media Streaming

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI Nortel Active IP Recording Duplicate Media Streaming

Industry Solutions Brochures

Please fill out this form to view the datasheet, VPI EMPOWER 911™ Workforce Optimization Overview

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI EMPOWER 911™ Workforce Optimization Overview

Please fill out this form to view the datasheet, VPI IPC Turret Recording

You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

Download VPI IPC Turret Recording