| e current economic crunch, organizations need to | | | | improvements across multiple operational dimensions |
| take advantage of every available resource in order | | | | in order to maximize the value of customer |
| to compete and succeed. When VPI (Voice Print | | | | interactions. VPI EMPOWER is a rich, business-centric |
| International) developed its Avaya call recording | | | | set of tools that will make a significant impact on an |
| solution and fully integrated suite of workforce | | | | organization’s bottom line — mitigating |
| optimization solutions, the award-winning software | | | | risk, streamlining and enhancing quality management |
| provider designed the system specifically to | | | | and optimizing performance. |
| empower organizations to proactively improve the | | | | Organizations can leverage their VPI Avaya call |
| customer experience, increase workforce | | | | recording software in conjunction with any or all VPI |
| performance, ensure compliance, and align tactical and | | | | EMPOWER solutions to gain a strong competitive |
| strategic objectives across the enterprise. The VPI | | | | edge in this challenging economy. The integrated |
| and Avaya partnership equips organizations to | | | | solutions enable management to focus quality |
| actively identify and maximize opportunities and | | | | management efforts and efficiently utilize the scarce |
| minimize risk with the most advanced Avaya call | | | | time of supervisors and evaluators by selecting the |
| recording and Avaya reporting software available | | | | most meaningful customer-agent interaction |
| today. | | | | recordings for evaluations, based on specific company |
| VPI’s Avaya call recording solutions help | | | | objectives. Agents can be evaluated based on |
| businesses reliably record up to 100 percent of their | | | | real-time performance management notifications of |
| voice interactions and associated telephony data in a | | | | increased or decreased up-sell performance, increased |
| Voice over Internet Protocol (VoIP), traditional TDM | | | | volume of cancelled orders or unwanted practices |
| or hybrid environment for compliance, risk | | | | that lead to complaints, write-offs and lost customers |
| management and quality assurance purposes. VPI's | | | | — based on Avaya call recording interaction |
| robust data collection process provides a vitally | | | | recordings tagged by screen analytics, or risk of |
| important consolidated view into both inbound and | | | | security or data privacy violations reported by |
| outbound performance for Avaya call recording | | | | security audit and VPI’s PCI Compliance |
| customers running both Avaya CMS and Avaya | | | | Capture Pack. Quality scores can be compared with |
| Proactive Contact. | | | | key performance indicators to improve scripts, |
| VPI’s Avaya call recording solution integrates | | | | processes, and provide stronger, more relevant |
| seamlessly with VPI’s award-winning suite of | | | | agent coaching. |
| workforce optimization solutions — VPI | | | | One of the many companies benefiting from the |
| EMPOWER, which combines and enhances the | | | | interoperability of VPI and Avaya call recording |
| benefits of VPI CAPTURE PRO, VPI QUALITY PRO | | | | solutions is Texas Power, a business that specializes |
| and VPI PERFORMANCE. Individually, each software | | | | in electrical power. David Sadley, Telecom Director at |
| solution is robust and powerful, but they are | | | | Texas Power has experienced first-hand the many |
| exponentially more valuable when integrated.VPI | | | | benefits of VPI’s Avaya call recording |
| EMPOWER equips organizations with real-time | | | | software solution. |
| knowledge and tools to drive continuous, proactive | | | | |