TMCnet News
VPI launches contact center workflow automation solutionJan 10, 2012 (Datamonitor via COMTEX) -- VPI, a provider of contact center performance optimization solutions, has announced the availability of VPI EMPOWER Suite 5.3. VPI EMPOWER 5.3 is the solution for multi-channel interaction recording, intelligent quality monitoring, performance management, and automated E-learning. VPI EMPOWER consolidates key performance, process and workload metrics from all contact center management systems across single or multiple sites and triggers automated performance improvement processes and management alerts., the company said. "We are helping our customers confidently face the many challenges associated with legacy contact center quality and performance management practices and technologies that can no longer embrace the latest customer mindset and often contribute to customer dissatisfaction, organizational turmoil and reduced employee morale," said Mike Mercadante, chief technology officer at VPI. "VPI EMPOWER 5.3 takes contact centers straight to what really matters delivering insight into critical business issues and opportunities to improve the customer experience and profitability." Presentation of information is proactive and prioritized by business value, visualized in interactive Web dashboards, reports and desktop tickers in order to provide the most actionable context for executives, managers, supervisors and agents. According to the company, the new VPI EMPOWER suite now includes Robust, ad-hoc reporting tool empower managers to get answers to changing business questions anytime they need the information without help from IT or reporting analysts with VPI's self-service ad-hoc reporting wizard; Dashboard widget library, easily personalize Web 2.0 dashboards using a library of over 40 real-time reporting and task list widgets; Automated report distribution schedule the periodic execution and delivery of critical information to the right people at the right time. Track Coaching and E-learning results with interactive learning activity reports and interactive drill-through heat maps; Integrated redaction tool for editing, masking and muting sensitive portions of copies of audio and screen video recordings, while protecting the authenticity of original records, so they can be used for employee training and in public communications; Unified access to live and recently recorded calls in a dynamic split-screen interface, user-customizable for agile, efficient workflows; next generation desktop screen recording for faster access of captured single or multi-monitor screen video; Expanded configuration options for lower total cost of ownership including increased recording channel density, new options for telephony interfacing and data storage, the company added. "VPI is committed to delivering powerful workforce optimization solutions that deliver value quickly and cost-effectively," said Mercadante. "VPI EMPOWER 5.3 is designed for speed, convenience and flexibility, offering a striking number of system architecture options, means of data visualization, customizable rules for workflow automation, and other easy to use tools that benefit the bottom line and deliver rapid ROI for all industries we serve." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon |