Contact Centers Reimagined

Whether you're starting from scratch or interested in optimizing or enhancing your current setup – VPS has the tools and knowledge to build you a custom solution.

Custom Solutions for your Business

Our consultative approach and experience allows us to maximize the various tools available to call centers to create a solution that will scale and evolve alongside your business needs. Twilio Flex is one of our preferred contact center solutions and offers a fully customizable interface with endless tools and functionalities to add.

Talk to experienced consultants, architects, engineers, and administrators focused on delivering efficient and valuable solutions.

Flexible Communication Tools

True to its name, Twilio Flex provides call centers with a robust and completely customizable suite of solutions – and we've developed expertise in maximizing these solutions. We have helped various clients build systems to improve both the customer experience and call center staff job satisfaction, deliver more insights into their workflows, and increase security.

The adaptable programmability of Twilio Flex has allowed us to develop unique customizations, resulting in major call center success and growth for our customers.

Keep customers happy and save call center staff time by automating holding queues and callbacks.

Understand your call center better with data from Twilio Flex. See into the strengths and weaknesses of your team and hone in on problems like wasted time.

Integrations with Salesforce and Hubspot provide call centers with the options to automate data collection and both inbound and outbound communication with prospects and customers.

Allow call center agents to accept payment over the phone, all while protecting the user's sensitive payment information.

Twilio Flex supports over 100 languages, offering automated responses to almost any of your callers.

Equip your staff with immediate communication tools like visual voicemails and email alerts.

VPS and Twilio Benefits

Ongoing Support

In addition to implementation and customization, your organization may need help with ongoing support and management. VPS also provides solutions for ongoing support.

Intuitive User Interface

Twilio Flex provides a central hub for both agents and management to perform regular tasks, track important data, and to automate processes and save time. There are a variety of tools within the platform to standardize the process for triaging calls and meeting call requirements and the user-friendly interface makes learning the system a breeze.

Comprehensive Implementation

We are experts at implementing Twilio and work collaboratively with your team to perform a seamless implementation. Our team will work to ensure that all additional customizations are functioning properly and make sure that your staff is educated on the new tools and functions available to them.

Capture Important Metrics

The Twilio Flex platform allows for customization of data capture and reporting. Tailor the specific metrics the system is tracking like call time length and agent activity and choose from a wide range of reporting and data visualization options. Metrics tracking can help your organization to change priorities, identify inefficiencies and solve them by adding on additional tools or tweaking existing tools.

Tools Built for You

Twilio Flex can be customized in many different ways to fit the unique needs of your organization. The system can be adjusted and there are add-on functions available like automated queues and callbacks, agent-assisted payments, coach mode, number blocking, case logging, customizable forms for agents to populate during calls, and more.

Omnichannel Campaign Management

With options for omnichannel communication and programmable workflows, Acqueon's engagement tools have helped many call centers to streamline, stay compliant, and improve customer engagement. As a reseller partner of Acqueon, VPS delivers omnichannel customer engagement solutions for sales, service, and collections to Twilio Flex customers.

 

Our unique, consultative approach has resulted in some highly impactful outbound communication solutions with Acqueon's tools. These tools offer benefits like increased engagement, campaign success tracking and reporting, customer pattern and decision prediction tools, and data collection tools such as CRM integrations.

Optimize Your Workforce

Calabrio's Workforce Optimization (WFO) tools offer call centers options for robust analytics tracking, workforce management, customer engagement quality assurance, and more.

 

We have developed customizable dashboards and analytics reports for our call center customers – increasing not only productivity but customer service and job satisfaction of staff members. Calabrio's WFO tools combined with VPS expertise in custom solutions have allowed us to deliver automated recording evaluation and screen capture solutions, creating a holistic view of customer interactions.

 

Additionally, our work in various regulated areas has provided expertise in creating secure storage and playback options – ensuring your recordings are compliant.

VoiceVision logo

Measure and Improve

Inefficiencies in an IVR can lead to ballooning costs and unsatisfied customers. VoiceVision is a 14-point diagnostic evaluation created by VPS to examine and report metrics on contact center and telecommunications systems.

 

This methodology combined with VPS consulting provides you with an actionable plan to reduce operating costs, improve customer satisfaction and mitigate business risk.

Empower your team with powerful platforms delivered at peak performance.

We build and optimize applications that run mission critical business processes.

Talk to us about your goals.

We deliver

Peak Performance

VPS knows that your business needs can be complex, ever-changing, and time-sensitive. Despite that, we don't sacrifice performance. Furthermore, we actively consider it.

We leverage

Powerful Platforms

Speed to market, flexibility, and power are foundational with our key partners Appian, Twilio, and Salesforce.

We create

Empowered Organizations

Our goal is to put the power in our customer's hands. We provide unparalleled support while driving true solutions for enablement.

Appian

Low Code Wednesdays: Assess the Current System

Low code platforms offer many benefits over traditional enterprise software deployments. Most importantly, low code platforms allow development teams to focus on the business needs of users to achieve faster

Resources

The Power of Programmability + Low Code Apps in the Contact Center with Appian and Twilio Flex

VPS Director of Software and BPM Services Jim Schweitzer presented at Enterprise Connect 2021 and shared how to leverage low-code to enable custom cloud-based contact center solutions with VPS. Enter

Articles

Join Us At Enterprise Connect 2021!

VPS will be participating in Enterprise Connect 2021–an annual event that brings together corporate IT decision-makers together with the industry’s vendors, channel partners, analysts, and consultants to focus on the issues central to enterprise communications and collaboration.

Our approach is not just to build, but to enhance and optimize modern technologies through our team of experts dedicated to creating solutions at the peak of performance.