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With the current economic crunch, organizations need to take advantage of every available resource in order to compete and succeed. When VPI (Voice Print International) developed its Avaya call recording solution and fully integrated suite of workforce optimization solutions, the award-winning software provider designed the system specifically to empower organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. The VPI and Avaya partnership equips organizations to actively identify and maximize opportunities and minimize risk with the most advanced Avaya call recording and Avaya reporting software available today.
VPI's Avaya call recording solutions help businesses reliably record up to 100 percent of their voice interactions and associated telephony data in a Voice over Internet Protocol (VoIP), traditional TDM or hybrid environment for compliance, risk management and quality assurance purposes. VPI's robust data collection process provides a vitally important consolidated view into both inbound and outbound performance for Avaya call recording customers running both Avaya CMS and Avaya Proactive Contact.
VPI's Avaya call recording solution integrates seamlessly with VPI's award-winning suite of workforce optimization solutions - VPI EMPOWER, which combines and enhances the benefits of VPI CAPTURE PRO, VPI QUALITY PRO and VPI PERFORMANCE. Individually, each software solution is robust and powerful, but they are exponentially more valuable when integrated.VPI EMPOWER equips organizations with real-time knowledge and tools to drive continuous, proactive improvements across multiple operational dimensions in order to maximize the value of customer interactions. VPI EMPOWER is a rich, business-centric set of tools that will make a significant impact on an organization's bottom line - mitigating risk, streamlining and enhancing quality management and optimizing performance.
Organizations can leverage their VPI Avaya call recording software in conjunction with any or all VPI EMPOWER solutions to gain a strong competitive edge in this challenging economy. The integrated solutions enable management to focus quality management efforts and efficiently utilize the scarce time of supervisors and evaluators by selecting the most meaningful customer-agent interaction recordings for evaluations, based on specific company objectives. Agents can be evaluated based on real-time performance management notifications of increased or decreased up-sell performance, increased volume of cancelled orders or unwanted practices that lead to complaints, write-offs and lost customers - based on Avaya call recording interaction recordings tagged by screen analytics, or risk of security or data privacy violations reported by security audit and VPI's PCI Compliance Capture Pack. Quality scores can be compared with key performance indicators to improve scripts, processes, and provide stronger, more relevant agent coaching.
One of the many companies benefiting from the interoperability of VPI and Avaya call recording solutions is Texas Power, a business that specializes in electrical power. David Sadley, Telecom Director at Texas Power has experienced first-hand the many benefits of VPI's Avaya call recording software solution. When asked why his company chose VPI's solution, he explained, "We selected VPI because their call recording product is software-based, operates in our Avaya environment and has many advanced features that enable us to optimize our call center operation."
VPI is a leading provider and innovator of interactions recording, quality management and workforce optimization solutions for businesses and government organizations worldwide. For more information, please visit www.VPI-corp.com.
