Maximize the Value of Your Recorded Customer Interactions

VPI QUALITY™ call center quality monitoring system integrates seamlessly with VPI CAPTURE™ – the most reliable, robust recording solution available today - enabling you to effectively and securely capture all of your important customer interactions including TDM Voice, VoIP and employee desktop screens.

Automatically Select and Deliver Calls for Quality Evaluation

With improved operational efficiencies gained through VPI QUALITY™ call center quality monitoring system, evaluators and managers have more time and resources available to address strategic and mission critical business goals. VPI QUALITY™automatically selects and delivers an objective, random sampling of recordings related to business objectives directly to evaluator and supervisor desktops for evaluation.

Easily Access and Score Interactions from Anywhere with Internet Access

With access from your desktop via Web interface to well-designed quality evaluation forms and processes, you can efficiently and objectively assess the quality of your individual customer interactions.

Gain and Share Valuable Insights through Comprehensive Reports, Dashboards and Desktop Tickers

VPI QUALITY™ call center quality monitoring solution pinpoints characteristics of agents’ behaviors by breaking them down into skill-sets, such as communications, call handling, technical, product knowledge, compliance, etc. These skill sets may be tracked, compared between agents and teams, scheduled for automatic notifications of “outliers” that require additional attention, used as triggers for automated delivery of messages to agents, and much more.

Establish a Foundation for Performance Optimization

Align your Quality Management program with strategic business goals in order to maximize its value and ROI.