Richard Snow's Analyst Perspectives

VPI Optimize Agents for Quality Customer Interactions

Posted by Richard Snow on Jul 26, 2012 12:10:14 PM

VPI, a well established vendor in the workforce optimization (WFO) space, was recently rated as a Hot vendor in the Ventana Research Agent Performance Management 2012 Value Index, which extends the traditional definition of WFO to include multichannel interaction capture, agent-related analytics, and agent compensation management. VPI’s Hot rating is a tribute to the functionality and architecture of its suite, even though it doesn’t include a WFM product (instead, workforce management is supported through integration with a number of the specialist WFM products) or compensation management.

Read More

Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, VPI, Knowlagent, Nexxphase, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Pipkins, Workforce Force Optimization