VPI and Cisco - Partnering for Your Success

Cisco and VPI have teamed up to provide organizations with state-of-the-art telephony solutions as they move from traditional TDM to IP telephony. Through participation in the Cisco Technology Developer Program, the award-winning VPI Activ! Performance Suite™ provides a range of enhanced interaction recording and reporting features to both enterprise and public sector customers who utilize Cisco Unified Contact Center or ICM solutions. VPI enables organizations to enhance their Cisco systems to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With VPI, every interaction becomes an opportunity to actively identify and maximize opportunities and minimize risk.

Reliably Capture Customer Interactions

VPI has been reliably recording Cisco telephones at customer sites for several years. VPI Activ! IP call recording solution integrates with the Cisco CallManager at a CTI level, providing interaction recording of marked extensions and groups. Data fields such as Called Party ID, Calling Party ID, Agent ID, Extension, and others are captured from the Cisco switch and stored with the call record. This provides enhanced search criteria for faster, more efficient call retrieval. Calls records can be retrieved from the Activ! IP call recording system for playback and/or for distribution purposes.

Enhance Your Reporting and Analysis Capabilities

VPI's Activ! Intelligence software has the ability to collect and consolidate real-time and historical performance information from disparate systems throughout the enterprise, delivering it directly to the desktops of contact center’s agents, managers and executives. Activ! Intelligence is knowledge on tap for the contact center, designed to optimize agent performance and to reduce contact center operational costs by 10% on average.

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’s Activ! Intelligence’s has the ability to access data from Cisco’s Intelligent Contact Management (ICM), 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 updates from the Cisco ICM platform, delivering continuous information to management and agents.

Activ! Intelligence makes information timely and relevant to contact center personnel in three different, integrated ways:

1. The Activ! Intelligence Dashboard provides a customizable, personalized, real-time window into the contact center by delivering information relevant to the recipient. The Dashboard displays performance alerts and gives agents and managers an instant view into individual agent and group performance. This enables agents to self-optimize their performance and managers to pro-actively identify opportunities for immediate adjustments in behavior and re-deployment of resources to increase revenue potential and improve customer service. The Activ! Intelligence Dashboard also helps to improve communications, by allowing supervisors to display messages to the agents on the floor.

2. With Activ! Intelligence Reporting, the goal of a consolidated, web-based view of contact center operations is achieved. Managers can view real-time and historical performance reports across multiple sites and systems. Telephony and business metrics from Cisco’s ICM and Cisco’s IPCC can be automatically consolidated into single reports. These web-based consolidated reports allow you to ‘drill-down’ or ‘roll-up’ the data so you can quickly identify opportunities for improvement; saving valuable time and minimizing any impact on customer service.

3. Activ! Intelligence Scorecard provides agents their own performance results, empowering them to improve their productivity by showing them how they are tracking to their goals. Managers can quickly see where individual improvements need to be made, and take proactive measures to improve agent performance.

VPI CTDP Certificate