Call Center Management Featured Article
VPI Ranked as 'Hot Vendor' for Call Center Agent Performance Management
Ventana Research, a benchmark research and advisory services firm, has ranked VPI as a top software vendor in the 2012 Value Index for Agent Performance Management. In addition to achieving the 'Hot Vendor' rating, VPI earned the highest ranking of any vendor in Product Manageability.
VPI is a provider of customer experience and workforce optimization (WFO) software and services. VPI's award-winning VPI EMPOWER, a powerful Web-based software suite, integrates call recording, quality assurance, analytics, performance management, E-learning and conversational virtual call agents. Every part of the VPI EMPOWER suite leverages advanced analytics, workflow automation and an open, Web 2.0 architecture to help evolving organizations easily and identify and solve critical business and customer issues.
"VPI understands that managing agent performance is a critical success factor for any organization that interacts with customers," said Richard Snow, global research director and vice president, Ventana Research. "With solutions for customer experience and workforce optimization, VPI delivers powerful analytics, metrics and coaching capabilities that improve agent and overall contact center performance.”
The Value Index for Agent Performance Management provides metrics established to help organizations gain the value of applications and tools for addressing agent performance management. Agent performance management encompasses a number of activities including call routing, call recording, quality monitoring, workforce management, training, compensation management and analytics. Businesses can evaluate vendors and make choices based on an understanding of how well the offerings satisfy their needs. Vendors with the highest overall product ratings are honored with the coveted "Hot Vendor" designation.
"Our performance management applications are being used by some of the world's leading companies across numerous industries," said Andrew Marsh, president and CEO at VPI. "These elite organizations choose VPI because of our innovative solutions that not only optimize contact center performance through real-time analytics and coaching, but also exceptional value and return on their investments with us. Receiving a Hot Vendor rating from Ventana Research and earning recognition as the highest rated vendor in Product Manageability is a great validation of our strategy and ability to deliver market-leading solutions that are easy to deploy, easy to use, and extremely cost effective."
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Rachel Ramsey