Agent Desktop

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

 

Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make cohesive and accurate decisions based on data that can’t be properly compared and analyzed. With the advent of call center performance...

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call center monitoring software is now a fundamental technology in virtually every competitive call center environment. As the economy begins to recover, 2010 is expected to be another tough year for enterprises, with contact center managers asked once again to reduce their operating expenses while improving the customer experience and satisfaction scores. They will be expected to achieve this goal with limited resources and...

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call recording software plays a key role in many industries. It is a mandatory requirement in the majority of public safety organizations and within various industries, such as financial services and healthcare. With so much valuable information in vast number of customer interactions, the overwhelming majority of many organizations are now recording all their calls. Call recording software helps many organizations optimize the...