By Raju Shanbhag, TMCnet Contributor
Contact centers often depend on the real-time and historical performance information from multiple telephony and business systems to detect and address issues that can hamper their performances. Helping them in this area, VPI (Voice Print International (News - Alert)), has launched the next generation of its VPI PERFORMANCE software at the Interop Business Technology Conference, Las Vegas, Nevada.
VPI PERFORMANCE helps the clients to discover, diagnose and manage issues before they have a chance to adversely impact customer satisfaction.
Companies will now have the ability to make better, quicker decisions with actionable performance and business intelligence as this new version of VPI PERFORMANCE consolidates and presents real-time information. The real-time reporting and performance management solution integrates seamlessly with several major communications platforms. This includes Avaya's Call Management System and Proactive Contact/PDS and Cisco (News - Alert)'s UCC Enterprise and Express platforms.
"With a powerful combination of real-time consolidated reporting, root cause performance analytics, and targeted coaching and messaging, VPI PERFORMANCE enterprise reporting software enables organizations to drive continuous, proactive improvement -- crucial for cost containment and profitability,' said Patrick Botz, vice president of solutions marketing at VPI. "VPI PERFORMANCE reports deliver vital performance information and highlight where adjustments need to be made on an employee, group, or site basis."
VPI's new real-time performance management and reporting solution can be used in areas such as drill-through reports, scorecards, and ticker-like desktop displays as it integrates ACD telephony, quality management, and workforce management data into powerful key performance indicators (KPIs). With this, companies get relevant, real-time intelligence to rapidly optimize operational performance, service quality and risk management.
Recently, the company launched VPI CAPTURE ESSENTIAL for public safety agencies and security departments. VPI CAPTURE ESSENTIAL is an affordable, Next Generation 9-1-1 (NG9-1-1) ready recording system that installs quickly to reliably and securely capture, manage and share critical incident information and provide insights to optimize workforce efficiency. VPI CAPTURE ESSENTIAL leverages 15 years of R&D investment, thousands of successful deployments and proven integrations with all major communications platforms.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.
Edited by Alice Straight