March 18, 2015 08:00 ET

VPI Unveils Business Intelligence and Analytics Software for Contact Centers

CAMARILLO, CA--(Marketwired - Mar 18, 2015) -  VPI (, the leading global provider of communications recording, analytics and workforce optimization (WFO) software solutions and services, today announced the launch of VPI INTELLIGENCE™ Customer Experience BI and analytics platform -- uniquely developed from the ground up to help customer contact and dispatch centers align everyone, proactively identify issues earlier, make smarter decisions, and optimize operational performance and quality of service.

"Analytics is a key component to understanding and improving the customer experience," says Richard Snow, head of Customer Engagement research at Ventana Research. "This new product from VPI makes it possible for business users to determine what data they use to produce customer experience analysis, and so improves that analysis and actions taken on the outputs."

VPI INTELLIGENCE, a new addition to the VPI EMPOWER suite of products, simplifies the collection, processing and visualization of operational performance, quality, WFM and voice of the customer metrics. Accessible from any device, VPI INTELLIGENCE brings together everything needed to effectively manage contact center operations and customer experience to the fingertips of executives, managers and frontline staff -- no more waiting for reports or spreadsheets. The software drives accountability and action by empowering everyone to be informed with the right metrics at the right time.

"Today's contact centers are awash in data but struggle for useful information. By the time the right information is located and digested, critical decision points may have passed," explains Dick Bucci, chief analyst at Pelorus Associates. "VPI INTELLIGENCE saves time and drives better decision-making by putting it all in one easy to view and easy to manage workspace."

VPI INTELLIGENCE delivers so much more than personalized dream dashboards:

  • Visualize metrics the way users want from anywhere on any PC, tablet or smartphone.
  • Drill through charts to get to the root cause of issues and opportunities.
  • Create and share real-time dashboards, balanced scorecards and desktop tickers in minutes without IT assistance.
  • Dashboard doubles as a Workspace to get the job done faster -- perform scheduled QA evaluations, playback hot-issue flagged call recordings and access favorite reports.
  • Easily connect to data and save time with VPI's many pre-built ACD/dialer, CRM, CAD, ERP, helpdesk collections system data connectors and integration tools.
  • Enhanced interval, queue and group-level reporting for Avaya and Cisco with more than 100 automatically updating reports available out-of-box.
  • Slice and dice data with ad-hoc analytics tools.
  • Send and track E-learning, reminders and alerts automatically based on performance and skill gaps.

"We've made it easy to tap into and act on the valuable insights buried within the vast amounts of big data coming into contact centers every day," says Chris Morrissey, president at VPI. "Our outcomes-focused approach to BI helps organizations of all sizes to finally strike a balance between efficiency and effectiveness and transform the contact center into a strategic resource. In doing so, VPI reaffirms its commitment to delivering best-in-class WFO products, support and value."

VPI will be demonstrating VPI INTELLIGENCE on Thursday, April 23rd at 1pm ET -- register for the live demo Webinar here: or call 1-800-200-5430. For more information about VPI INTELLIGENCE, take a tour on VPI's Web site.

About VPI
Founded in 1994, VPI is the world's leading provider of communications recording, analytics and workforce optimization (WFO) software and services. VPI's award-winning VPI EMPOWER, a powerful Web-based software suite, integrates call recording, speech analytics, quality monitoring, business intelligence, workforce management and E-learning. Every module within the VPI EMPOWER suite leverages advanced analytics, workflow automation and an open, Web 2.0 architecture to help evolving organizations more easily and rapidly identify and solve their critical business and customer experience issues. VPI's approach has been disruptive to legacy approaches because its software is easy to deploy, easy to use, and extremely cost effective -- resulting in a significant return on investment. VPI has more than 1,000 satisfied customers worldwide using its software solutions. For more information, call 1-800-200-5430 or visit

Contact Information

  • Media Inquiries:
    Patrick Botz
    800-200-5430 x5214
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