CAMARILLO, CA, April 18, 2012 -- VPI, a global provider of contact center recording, quality management, call automation and workforce optimization (WFO) solutions, today announced that its solutions have been honored by receiving the highest ranking in reporting and delivery of actionable insights in the prestigious 2011 - 2012 Quality Management/Liability Recording/WFO Product and Market Report from renowned industry analyst, DMG Consulting. The newly published report presents market insights as well as findings from DMG Consulting's comprehensive customer product satisfaction survey of eleven solution providers.

VPI received a perfect score in 10 of the 14 product categories including Ease of Use/Maintenance/Configuration, Ease of Integration with Third-party Applications, Reporting, Dashboards, QM Feature Set and Functionality, Ability to Automate the QA process, Coaching, Agent Interface, Supervisor Interface and System Security. VPI EMPOWER also tied for top score for System Flexibility, Ability to Provide Actionable Insights, and Data Sharing among Suite Modules in the report's satisfaction study.

"Customer satisfaction is an excellent metric for gauging a vendor's commitment to its customers," said Donna Fluss, president of DMG Consulting. "VPI tied for first place in the product categories in last year's customer satisfaction study and was the leader in this category in this year's Report. VPI's WFO solution is clearly meeting the needs of its customers in this highly competitive market."

VPI's VPI EMPOWER suite is designed to proactively deliver vital performance information into the hands of stakeholders, highlighting areas where adjustments need to be made on an agent, group, queue or site basis. Managers can view and freely analyze real-time and historical performance metrics, consolidated across multiple systems and locations and converted into business insights, spanning the work of on-premise, outsourced, remote and artificially intelligent virtual contact center agents. The solution helps drive ongoing performance improvements by providing immediate, personalized feedback tied to business goals, via employee desktop tickers, Web-based scorecards, just-in-time messaging, alert notifications and more. With timely access to actionable information, organizations can rapidly improve sales conversion, collections and quality of service while realizing significant savings in areas such as agent attrition, quality scores, first contact resolution, average handle time, idle time, attendance, hold time, number of transfers and much more. Inherent benefits include increased productivity, customer loyalty, and revenue.

"We strive to provide our customers with the industry's most advanced, affordable compliance recording, quality assurance and workforce optimization solutions -- focusing on value creation and maximizing the ROI of the investment customers make in our products and services," said Patrick Botz, vice president of workforce optimization at VPI. "We are honored and deeply gratified to, once again, be recognized for our ongoing commitment to excellence in DMG's annual product and market report."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwatch.com