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June 19, 2009

AVAYA News - Avaya Platforms Mesh with VPI Call Recording, Quality Monitoring

By Patrick Barnard, Group Managing Editor, TMCnet

Avaya’s (News - Alert) contact center solutions, including the flagship “Avaya Communication Manager 5.1.2,” “AES 4.2” and “Proactive Contact/PDS with CTI (News - Alert) 4.0.1,” reportedly now interoperate with VPI CAPTURE interaction recording and VPI QUALITY agent evaluation applications from contact center solutions provider Voice Print International.

VPI has been a member of the Avaya DevConnect (News - Alert) program since 2002.

“Our long-standing collaboration and integration efforts with Avaya have once again resulted in a range of outstanding solutions that enable customers to increase performance, ensure regulatory compliance and minimize risk,” said Andrew Marsh, president and CEO of VPI, in a release. “As a contact center optimization vendor looking out for its customers’ needs, our collaborative efforts with Avaya enable us to offer the highest-quality, most reliable solutions, while leveraging each other’s resources.”

“We are pioneers in the development of open, standards-based platforms, and we share Avaya’s commitment to providing solutions that integrate seamlessly into virtually any IT environment - enabling customers to fully leverage existing and future technologies,” he added.

VPI offers a full suite of contact center applications – including call recording, screen capture, quality monitoring, speech analytics, workforce management, performance management, agent evaluation, e-learning and more. Its software solutions are used by companies of all sizes, operating in all verticals and industries, including public safety, where VPI has a specialized focus.

One of the companies benefiting from the interoperability of VPI and Avaya solutions is electric utility Texas Power.

“We selected VPI because their call recording product is software-based, operates in our Avaya environment and has many advanced features that enable us to optimize our call center operation,” said David Sadley, Telecom Director, Texas Power, in the release.

VPI made news earlier this week when it announced that CCC Technologies – one of Avaya’s business partners providing converged communications, networking and security solutions – will now be reselling VPI’s call recording and contact center optimization software.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Michael Dinan

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