Providing first-class customer service is essential to the success of LegacyTexas Bank, and the Cisco and VPI solution will continue to play a key role in our customer growth strategy. The reassurance offered by the product's reliability and ease of use gives us great peace of mind when managing both liability and quality.
VPI, in cooperation with Cisco, has fully
integrated its award-winning VPI CAPTURE Cisco
Call Recording solutions with UCM 4.x, 5.x, 6.x, 7.x and 8.x platforms and its VPI PERFORMANCE
Reporting Software with UCC Express and
UCC Enterprise environments.
Award-Winning Cisco Solutions
VPI's dedication to understanding and meeting the needs of its customers has resulted in the development of VPI EMPOWER™. This highly innovative, feature-rich suite of modular applications for call recording, quality monitoring, performance analytics and eCoaching gives organizations the power to proactively manage contact center operations and intelligence – in order to optimize processes, boost productivity, enhance customer loyalty, minimize risk, and ensure regulatory compliance throughout the enterprise.
VPI EMPOWER features highly advanced, first-in-industry capabilities and is comprised of the following core software applications:
VPI has been reliably recording in Cisco PBX environments
at customer sites for several years.
VPI CAPTURE Cisco Call Manager recording solution
for UCC Express and UCC Enterprise integrates
with the Cisco UCM at a CTI level, providing interaction recording
of marked extensions and groups. Data fields such
as Called and Calling Party ID, Agent ID, Extension,
and others are captured by the VPI Cisco VoIP call
recording software from the Cisco PBX and stored
with the call record. This provides enhanced search
criteria for faster, more efficient call retrieval.
Calls records can be retrieved from the VPI
CAPTURE Cisco call recording system
for playback and/or for distribution purposes.
VPI's VPI PERFORMANCE™
software has the ability to collect and consolidate
real-time and historical performance information
from Cisco CallManager (UCM), Cisco UCC Express (UCCX), Cisco UCC Enterprise and other disparate contact center systems including CRM, QA, Workforce Management and Helpdesk systems,
delivering it directly to the desktops of your agents, supervisors, managers and executives.
VPI PERFORMANCE Cisco Reporting is
knowledge on tap for the contact center, designed
to optimize agent performance and to significantly
reduce contact center operational costs.
There is a constant need for increased agent
productivity, faster response times, monitored
service quality and reduced operational costs
in today’s contact centers and throughout
the enterprise. To meet these requirements, VPI PERFORMANCE Cisco reporting software has the
ability to access data from Cisco CallManager, UCC
Express (UCCX), UCC Enterprise (UCCE or IPCC) and other data sources via VPI’s
proprietary data connectors and deliver critical
real-time key performance indicators to the right
people. VPI has the ability to provide automatic
Cisco reporting updates from Cisco UCC Express or UCC Enterprise platforms, delivering continuous information to
management and agents.