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VPI Gains Competitive Advantage by Embedding Logi Analytics

Voice Print International embedded Logi Analytics in their product, allowing them to provide timely operational insight, customizable dashboards, intelligent customer experience management solutions, and the ability to integrate data from many external systems into one environment.

VPI (Voice Print International) is the world’s premier innovator and provider of integrated call recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. VPI helps organizations reliably record, analyze, report on, and extract valuable insights from communications across multiple platforms and sites.

The Challenge

“Prior to partnering with Logi, our application had some basic charting capability and reports that we had developed internally and we knew it wasn’t enough,” explained Mike Mercadante, chief technology officer at VPI. “The market demanded capabilities for getting insight into communications in order to make decisions in a timely way to affect the customer experience. For example, a large contact center may record three to four million transactions a day. Each manager has 15-20 agents to supervise. It was difficult for our customers to monitor and understand trends and patterns in their contact center communications, or to know which calls have meaningful content to warrant deeper analysis.”

VPI was in the process of making the transition from being a call recording and quality monitoring company to embedding analytics into the core of all of its performance optimization solutions. The company needed to empower its customers with insight into the information that really mattered to them. This could only be achieved by collecting more data and visualizing insight, to enable customers to make faster, smarter decisions.

“Additionally, we were generating and driving all of our reporting components with our resources,” said Mercadante. “We wanted to find a toolset that would provide us with a resource amplifier, so we didn’t have to do everything from the bottom up. Our goal was to increase the productivity of our existing development resources while we were expanding the scope and capabilities of the product.”

VPI’s architecture was not well suited to larger, heterogeneous deployments. This was particularly evident with regard to data retrieval and presentation.

New analytics capabilities have enhanced our product and equipped our customers with faster, more actionable insights into their critical business issues and opportunities.

Mike Mercadante - CTO

The Solution

VPI needed a solution that would enable access to its existing data models and integrate tightly with its architecture as the application evolved. VPI’s technology is web-based, but customers can chose where it will be deployed – either private or public cloud.

“We narrowed our search for dashboarding and reporting components down to two products: Logi Info and Microsoft SQL Server Reporting Services (SSRS),” said Mercadante. “SSRS has a rich toolset, but we felt that we got better capabilities and value from Logi Info.

Additionally, the fact that we could embed Logi tightly into our solution made it a fairly easy choice.”

The Results

VPI launched an enhanced VPI EMPOWER™ product with analytics embedded in every application module. VPI’s suite of applications empowers capturing, discovering, analyzing, and advising in order to extract value and improve operational effectiveness.

“Our product has seven functional modules, including call, screen and data recording, quality assurance evaluation, coaching, e-learning, real-time performance management and workforce management,” explained Mercadante.

Competitive Differentiation
In a recent independent customer satisfaction survey conducted by DMG Consulting, VPI was the only vendor out of 11 to score 5 out of 5 on both dashboards and reporting vs. the category averages of 3.9.

“Enhancing our product through new analytics has assisted us in upselling into the marketplace to win deals with larger enterprises,” said Mercadante. “During the economic downturn, we’ve been growing at 25 percent and replacing competitors with larger market share at Fortune 500 companies.”

Some of VPI’s competitors have analytics that focus on providing strategic insight. While this is valuable, VPI also provides timely operational insight, which is very different. VPI enables users to get to the actual call, agent, or process bottleneck and take corrective action just in time to improve performance – maximizing emerging opportunities and averting harm from challenges. The company is planning on adding proactive advisors to look for patterns of activities of which supervisors need to be made aware.

Customizable Dashboards
VPI provides interactive, out-of-the-box reporting with a variety of data visualizations, such as heat maps and geographic maps. Every module has dashboards and embedded metrics with many customization options such as setting value ranges, selecting filters, and configuring widgets, as well as automatically rotating between tabs to display various KPIs. The ‘My VPI’ page enables users to set up a personalized group of dashboards and widgets from any of the various modules. Some of VPI’s customers are also displaying their dashboards on large, wall-mounted flat screens in their organization.

Visualizing Insight
Large sets of data can be hard for users to comprehend and process. VPI now provides intelligent customer experience management solutions with a focus on providing insight into what is going on.

“For example, the VPI Empower Instant Analyzer enables customers to see how consistent evaluators are at assessing agents’ performance,” said Mercadante. “Charts are color coded to distinguish anomalies and users can drill-down to the evaluation form or drill-through to hear the audio and related desktop screen video of the call.

“We’re also applying this level of reporting sophistication to speech analytics and content discovery. As we find certain concepts in call audio, we attach it to calls and visualize in the same manner.”

Alerts
VPI’s application has a SQL Server-based transactional database at the core. The VPI data mart and rules engine enables workflow automation. “We added a mechanism to visualize data and help people understand where their challenges were, such as triggering reviews of abandoned calls, or coaching based on reviews of a minimum transaction amount,” explained Mercadante. “Anomalies based on pre-defined thresholds can trigger alerts to the appropriate personnel. Users can then drill-through to play and listen to calls, schedule them for review, or evaluate them directly from reports or dashboard widgets.”

Integrating Other Systems
It’s common for companies to have numerous communication platform and business application vendors. VPI can integrate the data from many external systems into one environment, enabling users to consolidate data and leverage their rich analytic capabilities.

Extending Logi to Solve Additional Challenges
“Once we create a concept, we’re able to leverage it in a number of visual formats,” said Mercadante. “For example, analysis grids enable users to select a custom view of the data and slice and dice it, resulting in a custom report. Analysis grids provide excellent flexibility that goes beyond traditional reports. They’re also simple to use and don’t require extensive training.

“Logi has also served as a resource amplifier for us. It has empowered more VPI employees and customers to easily create custom views into data.”

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