VPI, a provider of integrated interactions recording and proactive workforce optimization (MFO) applications, has announced the availability of Activ! Performance Suite 4.0.

Comprised of tightly integrated, modular solutions for call recording, call quality monitoring, speech analytics, performance management and agent eCoaching, Activ! Performance Suite 4.0 provides organizations with the power to effectively manage contact center operations.

Activ! Performance Suite 4.0 can also enable contact center managers to gain valuable business intelligence from their interactions, providing the function and flexibility to optimize processes, boost productivity, enhance customer loyalty, minimize risk and ensure regulatory compliance throughout the enterprise.

"Workforce optimization solutions are essential tools for managing contact centers. They provide real-time and reactive business intelligence and insights about the performance of the center and customer experience," says Donna Fluss, industry analyst and president of DMG Consulting in a Wednesday statement.

"VPI's new suite, Activ! Performance Suite 4.0, is a well architected, designed, and easy to use solution that can help managers optimize the performance of their contact centers."

VPI’s new, dynamic V-Portal provides secure, unified Web browser-based access to the tightly integrated, modular suite of contact center solutions and integrated third-party applications.

The V-Portal also delivers improved communication and collaboration with unified, real-time access to business intelligence from disparate systems. This gateway also enables users to customize and personalize their own “My VP” Web page to quickly and efficiently navigate directly to the features and functions that meet their specific needs.

"V-Portal provides our customers with secure Web access and the convenience of centralized administration," explained Chris Morrissey, VPI's vice president of sales and marketing, in Wednesday’s statement.

"No matter where you're physically located, with an Internet connection and Activ! Performance Suite 4.0(TM), you'll have the freedom to access recorded interactions, run reports, perform employee evaluations, and administer users across multiple servers from a single interface.”

Morrissey went on to add, “You can quickly and easily access all critical, time-sensitive information. All of this translates to major time savings and efficient use of personnel - resulting in compound reduction of costs and a rapid Return on Investment."

Developed on an advanced Service Oriented Architecture (SOA) framework, Activ! Performance Suite 4.0 allows contact centers to fully leverage the entire spectrum of VPI’s tightly integrated, best-in-class solutions designed to address compliance, quality and performance management, business intelligence and employee training needs.

The open SOA-based architecture allows the sharing of information and business processes, while enabling the solutions to evolve independently - protecting existing technology investments.

Activ! Performance Suite 4.0 also offers secure IP call recording solutions that easily integrate with industry-leading VoIP telephony platforms. The solution allows the user to simply change the voice interface boards in the server, which now has an expanded capacity of 192 channels.

Activ! Performance Suite 4.0(TM) also offers the most advanced, user-friendly agent evaluation solution to date. "The Activ! IQ agent evaluation solution provides contact centers with an unprecedented degree of flexibility to customize and edit evaluation forms and tailor processes to conform to specific needs and objectives," continued Morrissey.

"You can customize forms for evaluating an unlimited number of skills or competencies, answer choices, and call segments. Users now have the ability to evaluate and report on the date of the interaction, the date the QA evaluation was performed, or the employee's general job performance."

With the optional Activ! IQ Quality Management dashboards, supervisors can track the status, progress, and outcomes of agent performance evaluations, while also enabling agents to monitor the progress of their call handling expertise and achievements on an ongoing, daily basis.

The eCoaching and training solution offered with Activ! Performance Suite 4.0(TM) is positioned as a highly integrated call center coaching and e-learning system that delivers training content and messages to agents just in time to improve their efficiency and enhance productivity.

The significantly enhanced suite of solutions also offers a wide variety of standard reports and the convenience of drill-down reporting - users simply click through the layers of each report - from end-result KPI down to initial agent/customer interaction.

Contact center managers are consistently under intense pressure to not only ensure that their centers are performing up to organizational standards, but also that it is delivering expected levels of customer service and controlling costs.

 

While these elements may seem simple enough, the variables involved in the basic operations of the contact center are numerous and must be adequately monitored for optimal performance.

VPI’s experience in the industry puts them in an advantageous position to be able to provide the solutions that the contact center needs, while also providing additional tools that can enhance overall performance. As a result, these organizations will be able to enjoy immediate noticeable improvements and a quick ROI.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.