VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights

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Customer Service and 9-1-1 Contact Center Professionals Now Have Comprehensive Data at their Fingertips with Lightning Speed and Ease of Use.

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VPI is a contact center workforce optimization vendor to not just watch, but seriously consider evaluating.

VPI (Voice Print International, Inc. http://www.vpi-corp.com), the world’s premier developer of Contact Center Workforce Optimization solutions, today announced new capabilities for the award winning VPI EMPOWER and VPI EMPOWER 911 software suites. VPI solutions provide a unique and powerful advantage – every mix-and-match software module is enhanced with embedded analytics and workflow automation – from call recording and quality monitoring to performance management reporting and E-learning. Building upon this outstanding value proposition, VPI’s new version 5.4 now includes advanced interactive reporting and analysis tools that fundamentally enhance the way contact center managers report on their compliance, quality and performance data.

VPI’s new Instant Analyzers put the power of live, actionable customer and agent performance data directly where it belongs – into the hands of managers who need it to successfully navigate the changing dynamics of today’s contact centers. Free of the constraints of inflexible, standard reports offered by most contact center systems, users can explore and view data in virtually any way they want using drag-and-drop functionality. They can easily create custom reports, charts and heat maps without the need for professional services. Unique to VPI, Instant Analyzers empower managers at all levels to assess the status, trends and root causes of critical operational and customer experience issues and opportunities with unprecedented ease and speed.

“As consumers become savvier and enterprises support multiple channels of communication, contact center data is becoming more complex,” said Mike Mercadante, VPI’s chief technology officer. “Combine this with the real-time and virtual nature of the modern contact center, and you have a paradigm shift in the way centers need to be managed. Organizations need smarter, more efficient reporting, but many workforce optimization systems on the market are limited in their ability to gather and present fast, targeted insight in an intuitive, flexible, cost-effective manner.”

VPI EMPOWER’s mix-and-match software modules for call and screen recording, quality assurance, interaction analytics, E-learning, performance management reporting, and intelligent virtual call agents operate in a single framework and each benefit from powerful reporting tools. Sharing the underlying data as well as an easy-to-use interface enables unified access to information, advanced cross-application workflows and unified system administration.

The latest notable additions to VPI EMPOWER capabilities also include:

  •     Enhanced QA Evaluation Calibration – ensure integrity and consistency by standardizing the evaluation and scoring process. Easily select interactions for calibration and analyze variances and trends in interactive reports and charts.
  •     Drill-through Performance Management Reporting – gain better insights into performance metrics by instantly adding a wide variety of drill-through charts and graphs to interval, queue and status reports.
  •     Caller Location Visual Mapping – greatly enhance the tracking of campaign effectiveness or case management by plotting the physical location of every caller on a geographical map.
  •     Performance Management Starter Packs – real-time data feeds and powerful metrics visualizations are now included with every module of VPI EMPOWER at no additional charge.

VPI EMPOWER once again goes far beyond the typical reporting and data management features found in standard Workforce Optimization platforms. “VPI continues to invest in its product portfolio to meet growing demands, and is making contact centers simpler to operate,” states Richard Snow, vice president and research director at Ventana Research. “As our Value Index finds, VPI is a contact center workforce optimization vendor to not just watch, but seriously consider evaluating.”

About VPI
VPI is the world’s leading developer and provider of Customer Experience and Workforce Optimization software solutions and services for enterprises, trading floors, government agencies and first responders. The unique, award-winning VPI EMPOWER™ Web-based software suite integrates call recording, quality management, interaction analytics, performance reporting, E-learning and conversational virtual call agents. This groundbreaking solution suite enables organizations to radically improve customer experience, optimize operational performance, minimize risk and ensure compliance with less staff than ever before possible. For more information, contact us at 1-800-200-5430 or visit http://www.VPI-corp.com.

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