Call center management company Voice Print International (VPI) will announce this week that its solution has been recognized by industry analyst DMG in its new study, “2011-2012 Quality Management/Liability Recording/WFO Product and Market Report.” The company was ranked highest in the “reporting and delivery of actionable insights” category.
The new report presents market insights and findings from DMG Consulting's customer product satisfaction survey of 11 solution providers.
The high ranking was bestowed on VPI EMPOWER, the company's solution that integrates call recording, quality management, interaction analytics, performance reporting, e-learning and virtual call agent technology to help organizations improve customer experience, optimize operational performance and ensure compliance.
VPI received a perfect score in 10 of the 14 product categories, including “Ease of Use/Maintenance/Configuration,” “Ease of Integration with Third-party Applications,” “Reporting,” “Dashboards,” “QM Feature Set and Functionality,” “Ability to Automate the QA Process,” “Coaching,” “Agent Interface,” Supervisor Interface” and “System Security.”
The company's VPI EMPOWER solution also tied for top score for “System Flexibility,” “Ability to Provide Actionable Insights” and “Data Sharing among Suite Modules” in the report's satisfaction study.
“Customer satisfaction is an excellent metric for gauging a vendor's commitment to its customers,” Donna Fluss, president of DMG Consulting, said in a press release. “VPI tied for first place in the product categories in last year's customer satisfaction study and was the leader in this category in this year's Report. VPI's WFO solution is clearly meeting the needs of its customers in this highly competitive market.”
The VPI EMPOWER suite, according to VPI, proactively delivers vital performance information into the hands of stakeholders, highlighting areas where adjustments need to be made on an agent, group, queue or site basis. Managers can quickly view and analyze real-time and historical performance metrics, consolidated across multiple systems and locations and converted into business insights, spanning the work of on-premise, outsourced, remote and artificially intelligent virtual contact center agents.
The solution helps drive ongoing performance improvements by providing immediate, personalized feedback tied to business goals, via employee desktop tickers, Web-based scorecards, just-in-time messaging, alert notifications and more. With timely access to actionable information, organizations can rapidly improve sales conversion, collections and quality of service while realizing significant savings in areas such as agent attrition, quality scores, first contact resolution, average handle time, idle time, attendance, hold time and number of transfers. Inherent benefits include increased productivity, customer loyalty and revenue.
“We strive to provide our customers with the industry's most advanced, affordable compliance recording, quality assurance and workforce optimization solutions – focusing on value creation and maximizing the ROI of the investment customers make in our products and services,” said Patrick Botz, VP of workforce optimization at VPI.
For more information about VPI EMPOWER, visit their Web site.