(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