VPI, a developer of contact center workforce optimization solutions, has been selected for the Frost & Sullivan (News - Alert) 2013 North American Customer Value Leadership Award in recognition of its value enhancing virtual call agent customer service solution.
Frost & Sullivan conducted a detailed survey of the virtual agent application market recently before deciding on the award recipient. Virtual call agents help implement self-service capabilities in a contact center.
Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan said, “VPI has shown significant leadership in understanding and bringing value to its customers by applying natural language and artificial intelligence that enhances the usability of the IVR channel by creating engaging, user-friendly virtual call agents to effectively offload all or a portion of customer calls.”
In the contact center workforce optimization market, VPI is known for its call recording, speech analytics, quality monitoring, workforce management, performance reporting and E-Learning solutions.
VPI’s cloud-based VPI VirtualSource virtual call agents leverage advanced natural language speech recognition and SmartAction’s Artificial Intelligence engine. These capabilities help VPI to offload customer calls from live contact center agents besides replacing inefficient IVRs, explained officials.
Also, VPI’s SaaS (News - Alert)-based virtual call agent facilitates customer contact channel implementation including design and tuning or quality monitoring of the application. This solution helps organizations to measure the performance of the entire contact center using which they can make accommodations based on peaks and valleys in contact volume. This feature served as a major differentiator which won the award for VPI, noted Jamison.
VPI upgraded its VPI EMPOWER and VPI EMPOWER 911 software suites with new capabilities in April, 2013. VPI EMPOWER is a fully Web 2.0-based workforce optimization software suite that integrates call recording, quality management, interaction analytics, performance reporting, E-learning and virtual call agent technology. The VPI EMPOWER 911 is equipped with all the necessary tools to record, analyze, evaluate and improve the quality of emergency call taker and dispatcher communications.