Impact Operational Effectiveness with Real-Time Quality Monitoring
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This document summarizes the capabilities of Voice Print International's call recording and quality monitoring software. It can help companies improve operational effectiveness, ensure compliance, and enhance customer service quality through customizable scorecards, dashboards, reports, automated notifications, targeted coaching, and encryption/audit features. The software integrates with many contact center platforms and databases. It has demonstrated ROI through increased productivity, quality, revenue, and collections within the first 6 months for many customers.
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Impact Operational Effectiveness with Real-Time Quality Monitoring
- 1. Copyright Voice Print International, Inc. 2010
- 3. PERFORMANCE QUALITY QUALITY PRO CAPTURE CAPTURE PRO Customizable Scorecards Out-of-the-Box ACD & Dialer Integrations Automated Messaging, Notifications & Alerts Pre-built WFM & SQL Database Connectors Over 50 Drill-through Web Reports Unique Real-time Instant Impact Tickers TM Targeted Coaching & eLearning Flexible Evaluation Tools Precision Quality Monitoring PCI Compliance Automated Call Classification Targeted Coaching Quality Instant Impact Tickers TM Customizable Web Reports & Dashboards Automated Messaging, Alerts & Notifications Encryption, Audit Trails & File Watermarking Centralized Web Access & Administration Certified on All Major Platforms Automated Interaction Assembly Over 160 Pre-built Metrics
- 5. Real-time, Customizable Instant Impact Tickers
- 8. Acclaimed History of Innovation & Outstanding Support We are extremely happy with VPI…the team has gone above and beyond to meet all of our needs. IXIS Asset Management Advisors Group From the time that VPI gave us the presentation to the last minute of the installation, all of you have been very helpful and informative on any questions that we have had. Your team has the customer service skills that many others lack. VPI has impressed me!” Professional Exchange Service Corporation VPI is easy to contact, quick to respond, and their technical support is great. I am especially impressed with the technicians' follow-up to make sure the issues have been resolved. Bargain Networks 1994 Developed 1 st Recording System on Windows Platform 2003 Avaya Award for Outstanding Achievement 2006 ICCM Best Recording & Quality Monitoring 2004 ICCM Best Recording & Quality Monitoring 2000 TMC Award for Best Call Recording 2007 Frost & Sullivan Award for Customer Value Enhancement Rated ‘Positive’ by Gartner 2008 Recognized by DMG as #1 in Product, Implementation, Training, Support & Services 1998 CTI Expo Award for Best Call Recording 2009 CIS and APCO Product of the Year
- 9. Immediate Results. Unmatched Value. TM
Editor's Notes
- Single system for both IP and TDM Recording that protects initial investment and supports easy transition to VoIP environments Same interface for unified access and same file formats for digital, analog, and VoIP recording Cost-effective, Flexible Centralized Storage for all types of recorded phone and radio audio/data inputs, without fees for enabling customer-supplied storage devices. Extensive pre-defined and ad-hoc dynamic reporting, personalized for each user or user group - accessible via web-portal and search/playback interface, with intuitive interface for powerful visualizations and drill-through views Network-bandwidth friendly multi-screen desktop recording – recordings saved on client PC and transferred intermittently as one file to not burden the network by constantly streaming lots of small packets Simple sharing of audio and screen recordings in industry-standard WAV audio and AVI video formats without the need to download proprietary software for playback
- Agents are not out of the loop on performance. KPI’s, quality scores, scheduling information and service level indicators can all be distributed to your agents using desktop dashboards, Web-based consolidated reporting and TV monitor displays. The dashboards create a positive energy and sense of camaraderie between the agents. They have the opportunity to engage in healthy competition, to support and celebrate each other's achievements, to pass-on tips and advice, and to motivate themselves when they most need a boost. So, as a manager what do you do if you have a lagging performer, what’s the next step? Take action, right?
- For executives or operational managers who like to see a snapshot of what’s happening, there are dashboard views. Such as “how many group evaluations have been performed” “what is the group sales trend” or “what are some trends in terms of my call volume”. I can take this information and display it in a completely customizable format. Each of the areas that you see here are what we call “widgets” and we have about 125 of these to select from. These performance dashboards operate in real-time and enabling contact centers to operate more like business intelligence centers.
- There is perhaps no better testament to a businesses success than to hear the praises of its customers! That is what this slide represents. An industry leading analyst organization surveyed call recording and quality monitoring customers across the globe and documented its findings in terms of a number of different categories. You can see here that VPI did very, very well across the board: From the quality of our products to our implementation, maintenance, training and professional services We are quite proud of this achievement and feel that it speaks very poignantly to our ability to not only focus on product innovation but also to roll out the red carpet for each and every customer, your customers!