Programmable Contact Centers

VPS can assist you in creating or enhancing your contact center system effortlessly. We construct solutions tailored to your unique requirements and objectives, ensuring you receive the best value for your investment

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 and Amazon Connect are our preferred contact center solutions and offer fully customizable interfaces with endless tools and functionalities to add.

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

Programmable Fully-Featured Contact Centers

Amazon Connect allows you to create personalized and efficient customer experiences. With Amazon Connect, you can set up a contact center in minutes, integrate with other applications, and leverage the expansive AWS ecosystem to innovate new solutions for your customers. Amazon Connect is an AI-powered omnichannel service that supports voice, chat, and proactive outreach across multiple channels.

Use Step-by-step guides to unify data from multiple sources and create customized workflows that guide agents through customer interactions. Improve agent productivity, reduce training time, and enhance customer satisfaction by providing clear instructions, screen pops, forms, and actions for each use case.

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.

Accelerate Your Time-to-Value

The Low-code Omnichannel Contact Center Solution (LOCCS) is a proprietary accelerator solution developed by Vision Point Systems, built using Appian and Twilio Flex.

 

LOCCS enables organizations to create and manage a fully customizable contact center system that supports multiple channels of communication, such as voice, SMS, email, and chat. LOCCS is built on Appian and Twilio Flex, but can leverage detailed customer profiles and integrate first-party data from any source, such as Zendesk, Salesforce, and more. With LOCCS, agents can access customer records, support interaction workflows, and historical data all within a single-pane-of-glass user interface.

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.

AI

Appian 24.1: Revolutionizing AI-powered Process Automation

Learn about one of the most exciting new features of Appian 24.1: the Prompt Builder AI Skill. This premium tier feature allows you to integrate the capabilities of Gen AI into your Appian Process Models, using natural language prompts to display information, suggest actions, and write to a database based on the context of your process.

Intercom

Intercom Phone: Bringing a Modern Support Experience to a Familiar Channel

Intercom is a popular platform for connecting customer service and support teams with their customers in real time. Intercom has been a leading solution for web or app-based chat and…

Appian

Introducing Email Support for LOCCS: The Low-Code Omnichannel Contact Center System

We are excited to announce that LOCCS, the Low-code Omnichannel Contact Center Solution built by Vision Point Systems using Appian and Twilio Flex, has added email support to enhance your…

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.