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Training

Training

VPI provides a variety of training options to help you get the most out of your solution.

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Get all the help you need right here to learn VPI your way.

VPI shares your objectives – your success is our success. No matter how you learn best, everything you need to master VPI is available here. You can access as many interactive live Webinars, On-Demand videos and resource guides as you want for free. For those looking for a more in-depth learning experience, our world-class VPI University trainers provide instruction via live an online training and workforce optimization workshops.

These training sessions have been designed based on our extensive experience and best practices to allow your organization to maximum value from and quickest ROI on your your VPI solutions. We can also bring VPI University to you with custom training options.

Upcoming Training Courses

Full Training Catalog

  • V-Portal Administration Essentials
  • V-Portal Administration Essentials

    Description

    Training on the VPI Empower Administration module is targeted to an organization’s User, Group, and System Administrators with a focus emphasized toward achieving proficiency in the understanding of users, groups, and roles and how they relate to each other within the Empower suite.  Administrators will gain knowledge pertaining to the various customizable features of the Empower suite; such as page and column layouts, creating flags, specific registry settings, the use of business rules to automate certain functions, as well as the use of the audit log to monitor activity within your system.  Upon completion of this module, Administrators will achieve a level of comfort that will empower them to perform ongoing support for your business users when needed. Upon completion of this course, attendees will be able to:

    • Perform User Group and Role Management
    • Configuration and scheduling of Business Rules
    • Understand and modify V-Portal Registry values
    • Customize Search Columns and Grids
    • Manage Flags
    • Use Administrative Reports
    • Review Audit Events

    Intended Audience

    This course is intended for anyone who will be responsible for performing administrative and support duties for users in the V-Portal application.

    Prerequisites

    Attendees should have participated in the following training courses or have knowledge in the following areas before attending this course:

    • V-Portal Search and Interactions

    Duration

    2 hours

    Location

    This course can be delivered onsite as part of a larger training package, or remotely through the use of GoToTraining.

    Scheduled Dates

    Monthly

    Price

    $440

  • VPI CAPTURE Search and Interactions
  • VPI CAPTURE Search and Interactions Training

    Description

    This course focused on providing VPI VPortal users with an in-depth understanding of how to utilize the Interaction Explorer to quickly and effectively search for, retrieve, take action on, and report against call recordings present within the VPI CAPTURE. Gain the knowledge needed to quickly locate and analyze the records that they may require throughout their daily activities. Upon completion of this course, attendees will be able to:

    • Perform searches for call and/or screen recordings
    • Create and manage search Hyperfilters
    • Playback media
    • Attached comments, flags, images and other files to records
    • Export records into different formats
    • Effectively utilize heat maps and analysis grids

    Intended Audience

    This course is intended for anyone who will be utilizing the ‘Interactions’ tab within the VPI system in their daily activities.

    Prerequisites

    Attendees should have basic computer and Internet browsing skills prior to attending this course.

    Duration

    5 hours

    Location

    This course can be delivered onsite as part of a larger training package, or remotely through the use of WebEx or GoToMeeting.

    Scheduled Dates

    3 times per month.

    Price

    $1,100

  • VPI QUALITY Evaluations
  • VPI QUALITY Evaluations Training

    Description

    This course is designed to empower Quality Assurance staff and Managers to utilize the tools within VPI QUALITY to create and manage QA evaluations forms, and then use those forms to schedule and perform evaluations. Gain the knowledge and tools needed to begin effectively assessing interaction recordings and providing feedback to your agents. Upon completion of this course, attendees will be able to:

    • Perform evaluations
    • Schedule evaluations
    • Create evaluation forms
    • Manage evaluation forms
    • Finalize evaluations
    • Create Skills
    • Report on QA status, results and trends

    Intended Audience

    This course is intended for anyone who will be responsible for evaluating and accessing recordings, and/or responsible for defining and creating the quality evaluations for the organization.

    Prerequisites

    Attendees should have participated in the following training course or have knowledge in the following areas before attending this course:

    • VPI CAPTURE Search and Interactions

    Duration

    3 hours

    Location

    This course can be delivered onsite as part of a larger training package, or remotely through the use of WebEx or GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $660

  • VPI QUALITY PRO Smart Evaluations and Calibration
  • VPI QUALITY PRO Smart Evaluations and Calibration Training

    Description

    This course is designed to empower Quality Assurance staff and Managers to utilize the tools within VPI QUALITY PRO. In addition to learning how to create, manage Smart Evaluation forms, attendees will learn how to design the automated delivery of Coaching assignments and reminder messages into individual QA questions. Attendees will gain the knowledge and tools needed to more intelligently assess interaction recordings, perform evaluations and provide feedback to agents. Upon completion of this course, attendees will be able to:

    • Perform evaluations
    • Schedule evaluations
    • Create Smart Evaluation forms
    • Manage Smart Evaluation forms
    • Finalize evaluations
    • Create Skills
    • Report on QA status, results and trends
    • Perform Calibrations
    • Manage Calibration Sessions
    • Use the Calibration Instant Analyzer
    • Use the Evaluation Instant Analyzer

    Intended Audience

    This course is intended for anyone who will be responsible for evaluating and accessing recordings, and/or responsible for defining and creating the quality evaluations for the organization.

    Prerequisites

    Attendees should have participated in the following training course or have knowledge in the following areas before attending this course:

    • VPI CAPTURE Search and Interactions

    Duration

    6.5 hours

    Location

    This course can be delivered onsite as part of a larger training package, or remotely through the use of WebEx or GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $1,400

  • VPI PERFORMANCE Reporting and Analytics
  • VPI PERFORMANCE Reporting and Analytics Training

    Description

    This course is designed for any user who is looking to extract valuable business intelligence and actionable insights from your data, and create data views that empower employees at all levels of your organization. Attendees will gain a deeper understanding of how to view and customize metrics or KPIs, how to deliver these metrics to your teams via the use and creation of Desktop Tickers and Scorecards, and how to leverage the Analysis Grid, Instant Analyzer and Heat Map for rapid ad-hoc reporting. Upon completion of this course, attendees will be able to:

    • Use My Metrics scorecard page
    • Design scorecards and dashboards
    • Design and manage desktop tickers
    • Read and use performance reports
    • Use the Metrics Instant Analyzer and Analysis Grid for ad-hoc reporting
    • Edit and create new metrics using Metrics Designer

    Intended Audience

    This course is intended for anyone who will be responsible for those that will be analyzing and managing both historical and real-time metrics. Useful for managers, supervisors and reporting analysts.

    Prerequisites

    Knowledge of contact center metrics with Internet browsing skills.

    Duration

    5 hours

    Location

    This course can be delivered onsite as part of a larger training package, or remotely through the use of WebEx or GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $1,100

  • VPI COACHING E-learning Management System
  • VPI COACHING E-learning Management System Training

    Description

    This course is designed for training personnel and supervisors with focus directed toward achieving proficiency in the use of VPI’s learning management system. Attendees will gain an understanding of how to load, effectively manage, maintain, and assign Coaching content and messages to agents. Gain the knowledge needed to drive change in your organization through the use of shared information and directed learning activities. Upon completion of this course, attendees will be able to:

    • Add modules
    • Create collections of modules
    • Create Coaching activities
    • Create and send messages
    • Manage activities
    • Assign activities
    • Categorize modules
    • Report

    Intended Audience

    This course is intended for intended for training administrators that intend to use VPI Coaching as a learning management system to push out required training courses and/or to assign personalized training to agents based on quality metrics from VPI Quality or performance metrics from VPI Performance.

    Prerequisites

    Internet browsing skills

    Duration

    3 hours

    Location

    This course can be delivered onsite as part of a larger training package, or remotely through the use of WebEx or GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $660

  • Sales Positioning
  • Sales Positioning

    Description

    VPI Empower is a highly competitive and powerful contact center workforce optimization software suite for helps organizations of all sizes optimize operational performance, improve customer experience and ensure compliance. This course is all about learning how to sell and market the Empower suite. Upon completion of this module sales professionals will achieve a level of comfort that will enable them to talk about the benefits of the Empower suite to their customers. Attendees will gain knowledge pertaining to the features of the Empower suite that set it apart in the market place.

    Upon completion of this course, attendees will be able to:

    • Describe the VPI Empower suite advantages to a customer/prospect
    • Understand all the modules that make up the Empower suite including call recording, QA, Performance Management, etc.
    • Understand the infrastructure – ACD, etc., that the Empower suite is typically sold into
    • Be able to give a Empower suite overview PowerPoint slide presentation to a prospect
    • Answer typical sales related questions around the Empower suite
    • Understand pricing for the modules that make up the Empower suite

    Intended Audience

    This course is intended for anyone who will be responsible for selling and marketing the Empower Suite.

    Prerequisites

    Attendees should have general knowledge of contact centers and contact center applications before attending this course.

    Duration

    4 hours

    Location

    This course can be delivered onsite or online as part of a larger training package, or remotely through the use of GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $880

  • Solution Design
  • Introduction to Solution Design: Audio Acquisition Methods

    Description

    This course will focus on the various methods for Audio acquisition into the VPI Voice Recording solution. This course will cover the following items at a high level and will include a diagram review session.

    • Understanding Audio Capture Basics
    • TDM – Traditional Analog Taps
    • Cisco ACR (Automatic Call Record)
    • Avaya Multi-Registration
    • VoIP / SPAN
    • Mitel SRC
    • Diagram Review

    Intended Audience

    Sales Engineering and Solution Consultants

    Prerequisites

    Foundational understanding of telephony infrastructure and networking with prior solution design experience.

    Duration

    3 hours

    Location

    VPI’s corporate office in Camarillo, California or remote via GoToTraining.

    Scheduled Dates

    Quarterly

  • API and Custom Integrations
  • Application Programming Interface (API) and Custom Integrations Training

    Description

    This course is focused on providing partners with knowledge on how to create VPI Fact FinderTM API integrations and to build custom integrations with other business systems. Topics covered involve developing and maintaining data collectors, creating custom metrics, business rules and reports, and handling data import and extract processes. Upon completion of this course, attendees will be able to:

    • Import and Extract Data and Media
    • Create and Modify Data Collectors
    • Program Custom Business Rules
    • Program Custom Tickers and Wallboards
    • Create Custom Metrics
    • Create Custom Reports

    Intended Audience

    This course is intended for qualified Partner representatives who will be responsible for providing Tier 1 support for system implementations.

    Prerequisites

    Attendees should have participated in the following training courses or have knowledge in the following areas before attending this course.

    • VPI VPortal Administration
    • Microsoft SQL Server
    • Extensible Markup Language (XML)
    • VB Scripting or Power Shell Scripting
    • Logi Analytics

    Duration

    40 hours

    Location

    This course is only delivered on-site at VPI’s headquarters in Camarillo, California

    Scheduled Dates

    Once per year.

    Price

    $12,000

  • Installation and Configuration
  • Installation and Configuration Training

    Description

    The curriculum for “Empower Installation and Configuration Training” is geared for technical individuals who will be required to install, configure, or support the core components of the Empower Suite. This week long event will include high level discussions on the product, as well as specific configuration parameters for every product module. Attendees will gain keen understanding for the flow of data within the Empower Suite through interactive discussions and hands on lab exercises. Completion of this course will prepare your technical team for the successful delivery of installation services within VPI’s Empower Suite.

    Upon completion of this course, attendees will be able to:

    • Identify and deliver products with the framework of VPI’s core values
    • Identify the core components of the VPI Empower Suite
    • Understand the core functions and flow of data between the components
    • Install and configure the core components of the VPI Empower Suite:
    • Review and interpret solution designs to determine plausibility prior to deployment
    • Define data elements required prior to beginning deployments
    • Understand best practices for managing projects and delivering a complete solution
    • Use Administrative Reports and Event Center logs to review functionality
    • A basic understanding of VPortal administration

    Intended Audience

    This course is intended for anyone responsible for performing system installations and/or product support of the core components of the VPI Empower Suite.

    Prerequisites

    Attendees should have participated in the VPI EMPOWER Suite Product Overview course.

    Duration

    Delivery of this curriculum covers 5 days including associated lab work.

    Location

    VPI’s Corporate Headquarters in Camarillo, California

    Scheduled Dates

    Semi-Annually

  • Tier 1 Support Best Practices Training
  • Tier 1 Support Best Practices Training

    Description

    This course is designed to empower attendees with Tier 1 Support knowledge obtaining a basic level of understanding on some main components of the Empower Suite, gain the knowledge to troubleshoot common issues and system configurations. Upon completion of this course, attendees will be able to:

    • Troubleshoot layer one of LDAP configurations
    • Utilize the power of monitoring with Event Center
    • Troubleshoot Media Manager common issue and configurations
    • Setup and troubleshoot Voice issues
    • Troubleshoot Data Collectors and design structure
    • Troubleshoot View Capture client issues

    Intended Audience

    This course is intended for qualified Partner representatives who will be responsible for providing Tier 1 support for system implementations.

    Prerequisites

    Attendees should have participated in the following training course or have knowledge in the following areas before attending this course:

    • Installation and Configuration

    Duration

    4 hours

    Location

    This course is available online only with remote connectivity through the use of GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $880

  • Sales Positioning
  • Sales Positioning

    Description

    VPI Empower is a highly competitive and powerful contact center workforce optimization software suite for helps organizations of all sizes optimize operational performance, improve customer experience and ensure compliance. This course is all about learning how to sell and market the Empower suite. Upon completion of this module sales professionals will achieve a level of comfort that will enable them to talk about the benefits of the Empower suite to their customers. Attendees will gain knowledge pertaining to the features of the Empower suite that set it apart in the market place.

    Upon completion of this course, attendees will be able to:

    • Describe the VPI Empower suite advantages to a customer/prospect
    • Understand all the modules that make up the Empower suite including call recording, QA, Performance Management, etc.
    • Understand the infrastructure – ACD, etc., that the Empower suite is typically sold into
    • Be able to give a Empower suite overview PowerPoint slide presentation to a prospect
    • Answer typical sales related questions around the Empower suite
    • Understand pricing for the modules that make up the Empower suite

    Intended Audience

    This course is intended for anyone who will be responsible for selling and marketing the Empower Suite.

    Prerequisites

    Attendees should have general knowledge of contact centers and contact center applications before attending this course.

    Duration

    4 hours

    Location

    This course can be delivered onsite or online as part of a larger training package, or remotely through the use of GoToMeeting.

    Scheduled Dates

    Monthly

    Price

    $880

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