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.

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