Voice Print International (VPI), a premier global provider of contact center recording, quality management (QM), analytics and workforce optimization (WFO) solutions, has recently announced that DMG Consulting has recognized VPI’s Workforce Organization solution, VPI EMPOWER. DMG Consulting, a leading industry analyst, has awarded VPI’s solution rank #1 based on reporting and delivery of actionable insights. The DMG research is a part of the prestigious 2010 - 2011 Quality Management, Liability Recording, WFO Product and Market Report. The DMG report provides market insights and findings from a comprehensive customer satisfaction survey involving 13 solution providers.
In a release, Donna Fluss, president of DMG Consulting said that, “VPI received the highest score for reporting capabilities, a perfect score for the solution's ability to deliver actionable insights, and tied for top score for data flow among suite modules in the Report's Customer Satisfaction study. Contact center managers are asking workforce optimization (WFO) vendors to make system findings more actionable. This is an important industry trend that is driving significant investments in the WFO market. VPI's high ratings in the categories of reporting, providing actionable insights and data flow between modules indicate that they are doing an excellent job in helping their customers realize benefits from their WFO solutions."
VPI's award-winning call center management suite, VPI EMPOWER, has been designed to provide critical performance information, by highlighting the areas which require adjustments essential to an agent or group or queue or site. VPI EMPOWER enables the organizations to improve the customer experience, change agent attitudes and behaviours to achieve performance goals, and identify and share valuable business intelligence throughout the enterprise proactively. Managers are provided access actionable information by being able to view real-time and historical performance metrics, consolidated across multiple systems and locations including virtual contact centers and outsourced and remote agents. VPI EMPOWER is a combination of VPI CAPTURE PRO, VPI QUALITY PRO and VPI PERFORMANCE. The combined solution provides immediate, personalized feedback through employee desktop tickers, Web-based scorecards, just-in-time messaging, alert notifications and much more.
Patrick Botz, vice president of workforce optimization at VPI added that, "We strive to provide our customers with the industry's most advanced, affordable workforce optimization solutions focusing on value creation and maximizing the ROI of the investment customers make in our products and services. We are honoured and deeply gratified to, once again, be recognized for our on-going commitment to excellence in DMG's annual report."