April 18, 2012 08:00 ET

VPI's Contact Center Workforce Optimization Solution Ranks First in 13 of 14 Product Categories in DMG Consulting's 2012 Product and Market Report

CAMARILLO, CA--(Marketwire - Apr 18, 2012) - VPI (Voice Print International,, the premier global provider of contact center recording, quality management, call automation and workforce optimization (WFO) solutions, today announced that its solutions have been honored by receiving the highest ranking in reporting and delivery of actionable insights in the prestigious 2011 - 2012 Quality Management/Liability Recording/WFO Product and Market Report from renowned industry analyst, DMG Consulting. The newly published report presents market insights as well as findings from DMG Consulting's comprehensive customer product satisfaction survey of eleven solution providers.

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. VPI EMPOWER 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," said Donna Fluss, president of DMG Consulting. "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."

VPI's award-winning VPI EMPOWER suite is designed to proactively deliver 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 view and freely 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, number of transfers and much more. 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, vice president of workforce optimization at VPI. "We are honored and deeply gratified to, once again, be recognized for our ongoing commitment to excellence in DMG's annual product and market report."

Download a reprint of DMG's full Quality Management/Liability Recording/Workforce Optimization Product Satisfaction Results from at:

About VPI
Founded in 1994, VPI is the world's leading provider of customer experience and workforce optimization (WFO) software and services. VPI's award-winning VPI EMPOWER, a powerful Web-based software suite, integrates call recording, quality assurance, analytics, performance management, E-learning and conversational virtual call agents. 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 1,500 satisfied customers in 50 countries worldwide using its software solutions. For more information, call 1-800-200-5430 or visit

About DMG Consulting
DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. DMG is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions and Interactive Voice Response Systems.

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