VPI Launches BI and Analytics Platform for Contact Centers

By CIOReview | Thursday, March 19, 2015

CAMARILLO, CA: VPI, a provider of communications recording, analytics and workforce optimization (WFO) software solutions and services has unveiled VPI INTELLIGENCE – Customer Experience BI and analytics platform so as to help dispatch centers and customer contact centers in making smart decisions during operational performance and quality of service.

With VPI INTELLIGENCE, collection, processing and visualization of operational performance, quality, WFM and voice of the customer metrics is simplified. The platform easily manages contact center operations while helping its executives and managers with reports and spreadsheets. The software drives accountability and action by empowering everyone to be informed with the right metrics at the right time.

Besides this, the platform delivers visual metrics for users to use from PC, tablet or smart phone; 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; Slice and dice data with ad-hoc analytics tools; Send and track E-learning, reminders and alerts automatically based on performance and skill gaps.

"Analytics is a key component to understanding and improving the customer experience. 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," says Richard Snow, head of Customer Engagement research at Ventana Research.