Contact Center Solutions Featured Article

June 26, 2012

VPI EMPOWER Looks 'Hot,' According to Ventana's 2012 APM Value Index

By Jacqueline Lee

Contributing Writer

Ventana Research recently named VPI a ‘Hot Vendor’ in its 2012 Value Index for Agent Performance Management. VPI earned the top spot among software vendors in the Product Manageability category for its ability to meet install, deploy and administer solutions for business and IT needs.

VPI EMPOWER synchronizes workforce optimization capabilities including e-learning, performance management, quality management, call recording and analytics. This synchronization allows contact center managers to manage the performance of contact center agents and ensure that customers have a top-notch call center experience.

The APM (News - Alert) Value Index, according to Ventana VP and research director Richard Snow, is a tool designed to help companies to identify vendors that will meet their specific needs. The Index examines the maturity of both software vendors and their products to provide organizations with a baseline of knowledge.

With Index rankings, contact centers can choose products that will them to utilize IT as part of their agent performance management process.

“Ventana Research sees Agent Performance Management as a step beyond workforce optimization to include capabilities covering all aspects of managing employees handing customer interactions,” said Snow. “With solutions for customer experience and workforce optimization, VPI delivers powerful analytics, metrics and coaching capabilities that improve agent and overall contact center performance. The company thoroughly deserves its Hot Vendor rating.”

Other Hot Vendors in the current Index include NICE Systems, which won the top spot overall, along with VPI, CallCopy (News - Alert), Envision, OnviSource, Genesys, KnoahSoft, Aspect, LiveOps and inContact.

Enkata was also recognized by Ventana with a Warm Vendor rating.

VPI EMPOWER looks to empower contact center agents by providing them with immediate feedback on their performance. With this Web-based software solution, businesses can mitigate risk, optimize performance and enhance quality management.

VPI’s workforce optimization solutions also ranked first in 13 of 14 categories in DMG Consulting’s 2012 Product and Market Report. “Our performance management applications are being used by some of the world's leading companies across numerous industries,” noted Andrew Marsh, president and CEO at VPI.

“These elite organizations choose VPI because of our innovative solutions that not only optimize contact center performance through real-time analytics and coaching,” he added, “but also exceptional value and return on their investments with us.”

Edited by Braden Becker

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