March 15, 2011 08:00 ET

VPI's Workforce Optimization Solution Ranks First in Reporting and Ability to Provide Actionable Insights in DMG Consulting's 2011 Product and Market Report

CAMARILLO, CA--(Marketwire - March 15, 2011) - VPI (Voice Print International,, the premier global provider of contact center recording, quality management (QM), analytics and workforce optimization (WFO) solutions, today announced that its solutions have received the highest ranking in reporting and delivery of actionable insights in the prestigious 2010 - 2011 Quality Management/Liability Recording/WFO Product and Market Report from industry analyst DMG Consulting. The newly published report presents market insights as well as findings from DMG Consulting's comprehensive customer satisfaction survey of thirteen solution providers.

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," said Donna Fluss, president of DMG Consulting. "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 VPI EMPOWER suite was designed to deliver vital performance information, highlighting areas where adjustments need to be made on an agent, group, queue or site basis. Managers can view real-time and historical performance metrics, consolidated across multiple systems and locations, which may include virtual contact centers and outsourced and remote agents. The solution helps drive ongoing performance improvements by providing immediate, personalized feedback 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 call resolution, average talk time, idle time, sickness and absence, average hold time and much more. Subsequent benefits include increased productivity, customer loyalty, and revenue.

"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," 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 report."

About VPI
VPI (Voice Print International, Inc.) is the premier provider of integrated interaction recording, quality management, analytics and workforce optimization solutions for enterprises, contact centers, trading floors, government agencies, and first responders. For more than a decade, VPI has been providing proven technology and superior service to more than 1,500 customers in 50 countries. VPI's award-winning VPI EMPOWER helps organizations of all sizes uncover the root cause of important trends and issues via drill-down reports, rapidly retrieve and share recorded interactions, and easily evaluate employee performance with call quality evaluation tools from anywhere -- all from a personalized Web-based portal interface. In addition, the secure solution leverages advanced file and data encryption, is built around the principles of open architecture, and is platform independent to integrate seamlessly into any existing and evolving infrastructure, resulting in compound reduction of costs and a significant and rapid Return on Investment. For more information, 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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