News : VPI Unveils Business Intelligence and Analytics Software for Contact Centers
March 23, 2015 - VPI, a global provider of communications recording, analytics and workforce optimization (WFO) software solutions and services, today announced the launch of VPI INTELLIGENCETM Customer Experience BI and analytics platform - uniquely developed from the ground up to help customer contact and dispatch centers align everyone, proactively identify issues earlier, make smarter decisions, and optimize operational performance and quality of service.
"Analytics is a key component to understanding and improving the customer experience," says Richard Snow, head of Customer Engagement research at Ventana Research. "This new product from VPI makes it possible for business users to determine what data they use to produce customer experience analysis, and so improves that analysis and actions taken on the outputs."
"Today's contact centers are awash in data but struggle for useful information. By the time the right information is located and digested, critical decision points may have passed," explains Dick Bucci, chief analyst at Pelorus Associates. "VPI INTELLIGENCE saves time and drives better decision-making by putting it all in one easy to view and easy to manage workspace."
"We’ve made it easy to tap into and act on the valuable insights buried within the vast amounts of big data coming into contact centers every day," says Chris Morrissey, president at VPI. "Our outcomes-focused approach to BI helps organizations of all sizes to finally strike a balance between efficiency and effectiveness and transform the contact center into a strategic resource. In doing so, VPI reaffirms its commitment to delivering best-in-class WFO products, support and value."
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About VPI (Voice Print International, Inc.):
Founded in 1994, VPI is a provider of communications recording, analytics and workforce optimization (WFO) software and services. VPI's award-winning VPI EMPOWER, a powerful Web-based software suite, integrates call recording, speech analytics, quality monitoring, business intelligence, workforce management and E-learning. Every module within the VPI EMPOWER suite leverages advanced analytics, workflow automation and an open, Web 2.0 architecture to help evolving organizations more easily and rapidly identify and solve their critical business and customer experience issues.
Published: Monday, March 23, 2015