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.

Search 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 events

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.

Integrated Analytics automatically assembles, identifies and classifies your most important customer interactions

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.

Web 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 initiatives.

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.

Personalized 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.

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.

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.