VPI, a global provider of contact center recording, quality management, analytics, performance reporting and workforce optimization solutions, today announced the availability of VPI EMPOWER version 5.2. VPI EMPOWER 5.2 is the latest generation of analytics-enhanced solutions for interaction recording, quality monitoring, performance management, and eLearning. The new release brings levels of efficiency, insight, and actionable power to the fingertips of contact center professionals to equip them to achieve outstanding customer experience with greatly improved staff productivity and reduced operating expenses.

"We listen to the needs of our customers and fully understand the many challenges faced by contact centers today," said Mike Mercadante, chief technology officer at VPI. "VPI EMPOWER 5.2 streamlines many of the manual, tedious quality assurance, reporting and training processes still being used in contact centers today and gives organizations a much greater degree of transparency into their contact operations. We’ve built-in powerful analytical and workflow automation tools that uncover and deliver key insights into the critical issues and improvement opportunities that have the most profound impact on productivity and customer satisfaction. Presentation of information is consolidated across groups and sites, and highly customizable in order to provide the most actionable context for executives, managers, supervisors and agents."

Going far beyond standard call recording and quality monitoring, VPI EMPOWER 5.2 builds on its advanced application core and adds hundreds of new features and enhancements that focus on improved customer experience, data security, access to critical information, efficiency in quality management and training, as well as faster deployment and time to value. Most notably, the VPI EMPOWER suite now includes:

Smart Evaluations – non-technical users can easily create dynamic QA evaluation forms and assign automated actions to questions to trigger desktop eLearning, coaching and actionable alerts and notifications to front-line employees and managers according to results of evaluation questions. To increase the speed and accuracy of performing evaluations, some or all evaluation questions can be automatically scored using the results of agent performance metrics related to the interaction being evaluated.

Highly Personalized and Actionable Web Dashboard Templates consolidate key metrics from multiple data sources and centers and present them in the form of actionable reports and control chart widgets so that managers can easily monitor the actual performance of individuals, groups and their enterprise against goals. New dashboard list widgets enable users to immediately playback flagged calls and perform scheduled evaluations with the click of a mouse. Customized dashboard templates can be assigned to other users or entire groups, greatly simplifying deployment and management.

FCR Tools – fast access to targeted metrics and reports on FCR Rate, FCR Time, Number of Calls to Resolution, Multi-call Resolution Time, and more.

Handle Time Optimization Tools – out-of-box metrics for Talk Time, Wrap Time, Number of Transfers and several others can be displayed in reports by organization, department, group, agent or call reason.

Hosted, Cloud Storage Solution – integration with the Amazon.com Simple Storage Service (S3) for disaster recovery and enhanced business continuity planning.

Enhanced PCI DSS Compliance Support – selective masking and muting of sensitive credit card authorization call content, along with improved information access control and automated in-depth user activity audit, a necessity for organizations who need to comply with the recently updated PCI Data Security Standard by December 31, 2011.

"VPI is committed to providing powerful workforce optimization solutions that deliver value quickly and cost-effectively," said Mercadante. "VPI EMPOWER 5.2 is specifically designed for fast deployment, customization and training, offering an impressive number of system architecture options, out-of-the-box reports, Instant Impact Tickers, Key Performance Indicators and other easy to use tools that deliver immediate value and rapid ROI for all industries we serve."