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VPI and Avaya Solutions Help Arvato Services Boost Productivity and Customer Satisfaction

03-21-2007

VPI announced that its solutions have been successfully implemented by arvato services. VPI is a member of the Avaya DeveloperConnection program.

CAMARILLO, Calif. – VPI (http://www.VPI-corp.com), a leading innovator and provider of integrated interactions recording and proactive workforce optimization applications, today announced that its solutions have been successfully implemented by arvato services – a subsidiary of arvato AG, the internationally networked media service provider of Bertelsmann AG.

 

A fast-growing, leading outsourcer, arvato services offers its clients customized end-to-end business solutions at every stage – pre-sales, sales or post-sales. Client requirements necessitated that arvato services record all calls and store recordings for up to seven years. The company also wanted to be able to send these recorded calls off-site to a storage vendor for secure storage. Consequently, in 2006, arvato services implemented VPI's award-winning interactions recording and quality management solutions that integrated seamlessly with the company's new Avaya IP telephony platform. Integration of Avaya and VPI technologies enables arvato services to reliably record and evaluate approximately 800 agents at its two contact centers in Canada.

 

"VPI was the only vendor that could meet our specific customers' requirements and within the tight timeframe as well," said Matthew Chow, arvato's IT infrastructure manager for Canada. "No other vendor was able to provide an integrated and all-encompassing solution like VPI could. They provided 100 percent voice and data capture, seamlessly and smoothly, and also met our customers' remote data storage requirements. Integration with the new Avaya switch was a piece of cake."

 

VPI is a member of the Avaya DeveloperConnection program – an initiative to promote the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions.

 

In order to meet arvato services' remote storage needs, VPI contracted with Remote Data Storage, a company that specializes in providing secure, reliable data storage and backup solutions. This solution allows arvato services to avoid expensive hardware and maintenance costs that would have been incurred to store the data locally. It also enables the company to satisfy its customers' requirement for secure data storage.

 

"We leverage the most up-to-date encryption technologies and encrypt the user's valuable data before it is sent off site," explained J. P. Kent, CEO/President of Remote Data Storage. "We use Tier One storage servers housed in secure facilities in multiple geographical locations for the highest level of protection for our customers' data."

 

With regard to training, arvato services has reported significant improvements as a result of the new VPI recording system. Efficiency has soared, with productivity boosted by 65 percent. Agents have also benefited directly by using the solution to review calls for self-coaching and peer coaching. The VPI system also enables arvato to help its clients prevent fraud by making it easier for them to spot tell-tale patterns over the course of a day.

 

About VPI
VPI is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 25 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90%. For more information, visit http://www.VPI-corp.com.

 

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
 
Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: http://www.avaya.com

 

About RDS
Remote Data Storage, LLC. (RDS) is a provider of secure, reliable storage and backup solutions for a business' most valuable asset, their data. Located in southeastern Washington State, RDS has positioned itself in small to medium sized markets with emphasis on excellent service and offers a total solution for a secure and affordable backup system. The exploding need for remote data storage and backup in today's business environment positions RDS as the logical solution provider. For more information, visit: http://www.remotedatastorage.net

 

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