VPI and Cisco - Partnering for Your Success

- John Drake
Executive VP and CIO

VPI has been reliably recording Cisco telephones at customer sites for several years. VPI Activ! IP Cisco call recording solution for UCC Express and UCC Enterprise integrates with the Cisco Unified Communications Manager at a CTI level, providing interaction recording of marked extensions and groups. Data fields such as Called and Calling Party ID, Agent ID, Extension, and others are captured from the Cisco switch and stored with the call record. This provides enhanced search criteria for faster, more efficient call retrieval. Calls records can be retrieved from the Activ! IP Cisco call recording system for playback and/or for distribution purposes.

VPI's Activ! Intelligence software has the ability to collect and consolidate real-time and historical performance information from disparate systems throughout the enterprise, delivering it directly to the desktops of contact center’s agents, managers and executives. Activ! Intelligence Cisco Reporting is knowledge on tap for the contact center, designed to optimize agent performance and to significantly reduce contact center operational costs.

There is a constant need for increased agent productivity, faster response times, monitored service quality and reduced operational costs in today’s contact centers and throughout the enterprise. To meet these requirements, VPI’s Activ! Intelligence Cisco reporting software has the ability to access data from Cisco’s UCC Express and other data sources via VPI’s proprietary data connectors and deliver critical real-time key performance indicators to the right people. VPI has the ability to provide automatic Cisco reporting updates from the Cisco UCC Express platform, delivering continuous information to management and agents.