Ventana Research Analyst Perspectives

VPI Optimize Agents for Quality Customer Interactions

Posted by Richard Snow on Jul 26, 2012 12:10:10 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: Customer Analytics, Customer Experience Management, Speech Analytics, Voice of the Customer, VPI, Knowlagent, Nexxphase, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Pipkins, Workforce Force Optimization