VPI's Botz Explains Unique Fact Finder Feature

VIEW 3-MINUTE DEMO PROBLEM SOLVED TOUR LIVE PRODUCT DEMO

» Quick Links

» Free eNewsletter

» Resources

Advantages of moving
to the cloud

Focus more on what really drives your business and leave the technology to us.

WATCH NOW

Frost & Sullivan TCO Study

Call Center Services - Featured Whitepaper

This Frost & Sullivan study proves cloud-based call centers are up to 58% more profitable.

READ NOW

»Call Center Services Featured Article

VPI's Botz Explains Unique Fact Finder Feature

May 24, 2010

By David Sims, TMCnet Contributing Editor

(Editor's Note: This article refers to a video interview shot at Interop (News - Alert) 2010. To view TMCnet's entire library of videos from Interop and other industry shows, demonstrations and interviews in our in-house studio, visit our Video News home page.)

At the Interop 2010 show in Las Vegas recent, TMCnet's CEO Rich Tehrani (News - Alert) had a chance to interview VPI's Vice President of Marketing Patrick Botz, who introduced the company by saying that it works in interaction recording and analytics, and enterprise reporting.

Botz noted that VPI was introducing a new product at the show, VPI Performance, which he described as reporting product which pulls from multiple systems, including CRM and quality management systems, "to allow organizations to have one consolidated view into their enterprises."

He said that VPI's products were, in fact, differentiated from others in the market by "a unique offering which we call VPI Fact Finder." It's a desktop analytics application that essentially monitors events and data on the employees' desktops "as they're handling interactions. So if they're on a call, virtually anything on the agent's applications, we can pull and tag that to the call."

What that allows you to do, Botz explained, is not only help ensure things like PCI (News - Alert) compliance, when someone enters a screen where there's sensitive information, or credit card details, or private patient information, "we can monitor that. At that point, we know to mark that in the call reporting, and when they leave that screen, where there's no more sensitive information, then we know to tag (News - Alert) that as well."

Therefore, on playback, it'll mask the video recording, he explained, and it'll mute the audio at that point "if you don't have the rights to listen to that sensitive information."

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Marisa Torrieri

blog comments powered by Disqus

»Related Call Center Services Articles

Geo-Diverse 9-1-1 Solutions Installed in New 9-1-1 Call Centers
Two-thirds of all 9-1-1 call centers in the United States depend on the fully integrated call handing solutions from Cassidian Communications, which facilitates the call taking and dispatching processes for faster, more efficient response results. The company offers a robust IP call processing solution designed for progressive call centers. It also provides geo-diverse 9-1-1 and administrative call processing capabilities to emergency dispatch operations from a fully integrated IP soft-switch. [ Read More ]

Verizon Enterprise Solutions and Virtual Hold Technology Partner for Call-back Service
As telecom giant Verizon, through its Enterprise Solutions division, ramps up the call center technology solution it provides enterprise customers, it also increases the amount of partnerships it forms with call center technology solutions providers. The latest agreement Verizon has made is with Virtual Hold Technology. Together, the two companies are launching a new cloud-based voice call-back service. The agreement will combine Verizon's network contact center solutions to the enterprise marke… [ Read More ]

PawnUp.com Increases Its Customer Service Team
PawnUp.com is an online pawn shop that helps people get cash fast, any time without any credit checks. It offers low interest rates, customer service, free evaluations, free shipping, free insurance, and complete security and confidentiality. [ Read More ]

LivePerson Receives 2012 CRM Excellence Award from CIS Magazine
Commitment to customers and clients and expanding customer relationships lay the foundation for success, and LivePerson, Inc. was honored with Customer Interaction Solutions 2012 CRM Excellence Award from TMC for its effort to improve customer experience with LP Chat. "We are honored to be recognized by Customer Interaction Solutions for the value that our technology provides to our customers' relationships and ultimately their businesses," Robert LoCascio, founder and CEO at LivePerson, sai… [ Read More ]

Logicalware Offers Help Desk Solutions to Growing Businesses
One of Europe's fastest growing online beauty retailers has selected a new customer service solution to help them handle incoming e-mails. [ Read More ]

inContact's Hosted Call Center Platform Improves Metal Manufacturer's Operations
The hosted call center platform is something every call center should adopt. And the hosted call center is gaining significant traffic in the global community as companies recognize the financial value of running a call center operation without the cost and burden of the physical call center build out. [ Read More ]

Online Art Supplies Retailer Introduces Live, Web-based Chat Capabilities
While once upon a time, live, Web-based chat was something only the most daring - or high-value product - companies ventured near; increasingly it's becoming a go-to technology for e-commerce. Customers appreciate getting help where and when they need it without having to wade through FAQ lists or wait days for an e-mail response. Mobile customers appreciate it even more, as it simplifies the once-complex process of navigating Web self-service on a small screen and while on-the-go. [ Read More ]

Call Center Services

Advantages of moving to the cloud

Frost & Sullivan TCO Study

VPI's Botz Explains Unique Fact Finder Feature

Logicalware Offers Help Desk Solutions to Growing Businesses One of Europe's fastest growing online beauty retailers has selected a new customer service solution to help them handle incoming e-mails. [ Read More ]

Products

Resources

Contact

Advantages of moving
to the cloud

Logicalware Offers Help Desk Solutions to Growing Businesses
One of Europe's fastest growing online beauty retailers has selected a new customer service solution to help them handle incoming e-mails. [ Read More ]