VPI Unveils Activ! Performance Suite 4.0
VPI(Voice Print International, www.VPI-corp.comM), one of the leading providers of integrated interactions recording and proactive workforce optimization (WFO) applications, recently announced the availability of Activ! Performance Suite 4.0 . The award-winning suite is comprised of tightly integrated, modular solutions for call recording, call quality monitoring, speech analytics, performance management, and agent eCoaching. Activ! Performance Suite 4.0 gives organizations the power to proactively manage contact center operations and gain valuable business intelligence from their interactions – providing the function and flexibility to optimize processes, boost productivity, enhance customer loyalty, minimize risk, and ensure regulatory compliance throughout the enterprise.
"Workforce optimization solutions are essential tools for managing contact centers. They provide real-time and reactive business intelligence and insights about the performance of the center and customer experience" says Donna Fluss, industry analyst and president of DMG Consulting. "VPI's new suite, Activ! Performance Suite 4.0, is a well architected, designed, and easy to use solution that can help managers optimize the performance of their contact centers."
A gateway to Activ! Performance Suite 4.0 , VPI's new, dynamic V-Portal offers secure, unified Web browser-based access to the tightly integrated, modular suite of contact center solutions and integrated third-party applications. In addition to improved communication and collaboration with unified, real-time access to business intelligence from disparate systems, V-Portal enables users to customize and personalize their own "My VPI" Web page to quickly and efficiently navigate directly to the features and functions that meet their specific needs.
"V-Portal provides our customers with secure Web access and the convenience of centralized administration," explained Chris Morrissey, VPI's vice president of sales and marketing. "No matter where you're physically located, with an Internet connection and Activ! Performance Suite 4.0 , you'll have the freedom to access recorded interactions, run reports, perform employee evaluations, and administer users across multiple servers from a single interface. You can quickly and easily access all critical, time-sensitive information. All of this translates to major time savings and efficient use of personnel – resulting in compound reduction of costs and a rapid Return on Investment."
Based on the emerging industry standard, Activ! Performance Suite 4.0 has been developed on an advanced Service Oriented Architecture (SOA) framework. This allows contact centers to fully leverage the entire spectrum of VPI's tightly integrated, best-in-class solutions designed to address compliance, quality and performance management, business intelligence, and employee training needs. The open SOA-based architecture provides for sharing of information and business processes, while allowing the solutions to evolve independently – protecting existing technology investments.
With secure IP call recording solutions that integrate with industry-leading VoIP telephony platforms with little to no impact on precious network resources – including Cisco Systems, Avaya, Nortel, and others – Activ! Performance Suite 4.0 ensures seamless integration and simple migration to emerging VoIP technologies. Unlike other offerings that require a complete system change-out to migrate from recording in a traditional telephony environment to recording in a VoIP environment, with Activ! IP, you simply change the voice interface boards in the server, which now has an expanded capacity of 192 channels.
Activ! Performance Suite 4.0 also offers the most advanced, user-friendly agent evaluation solution to date. "The Activ! IQ agent evaluation solution provides contact centers with an unprecedented degree of flexibility to customize and edit evaluation forms and tailor processes to conform to specific needs and objectives," said Morrissey. "You can customize forms for evaluating an unlimited number of skills or competencies, answer choices, and call segments. Users now have the ability to evaluate and report on the date of the interaction, the date the QA evaluation was performed, or the employee's general job performance." Optional Activ! IQ Quality Management dashboards allow supervisors to track the status, progress, and outcomes of agent performance evaluations, while also enabling agents to monitor the progress of their call handling expertise and achievements on an ongoing, daily basis.
Offering the most advanced eCoaching and training solution available , Activ! Performance Suite 4.0 also boasts a highly integrated call center coaching and e-learning system that delivers training content and messages to agents just in time to improve their efficiency and enhance productivity. Additionally, the significantly enhanced suite of solutions offers a wide variety of standard reports and the convenience of drill-down reporting – users simply click through the layers of each report – from end-result KPI down to initial agent/customer interaction.
To view a Feature Tour of VPI's new product suite, visit: www.VPI-corp.com/Tour
About VPI
VPI (Voice Print International, Inc.) is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 25 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent. For more information, visit www.VPI-corp.com .
SOURCE: Voice Print International