CHARLOTTE, N.C. March 1, 2011
VirtualLogger AgentPrescience™ is a new system which leverages speaker recognition technology to identify which agents answer or make calls on recordings. This new, patent-pending approach streamlines the installation process in four specific ways:
1) Eliminates the need for computer telephony integration (CTI) or other telephone system data integration. Most call center recording systems use CTI or call record data to identify the agent who took a specific call. But CTI integrations are expensive – often adding thousands or even tens of thousands of dollars to a recorder’s cost. And because of the complexity of these systems, CTI integrations can often add weeks to a system’s install time. But AgentPrescience can identify the agent without the need for CTI, solving these problems.
2) Eliminates the need for complex "channel mapping" documents. Whether using CTI or not, almost all call recording systems need a "channel map," which shows the relationship between the telephone lines that the recorder is connected to and the channel on the recorder. Many times, these maps are out of date and telephone administrators can spend days or weeks updating them to make a recorder installation work. With AgentPrescience, no channel map is required. All the needed information comes from what’s available on the recording itself. As an added bonus, ongoing maintenance issues are also eliminated.
3) Allows "trunk side" side recording in more cases. Usually, the simplest way to connect a recorder is to the lines from the telephone company to the PBX. Connections on this "trunk side" usually require nothing more than a simple splitter costing a few dollars. In contrast, so-called station-side recording, which taps the lines to the individual phones, can take weeks to schedule and add hundreds of dollars in technician labor. Since AgentPrescience can identify the agent without knowing which specific phone is recorded, no tap to the station lines is required.
4) Allows "cloud-based" recording. Even simpler than recording on the trunk side is recording with no recorder at all. By passing telephone calls through the VirtualLogger system before they even reach the call center, no tap and no on-site recorder is required. AgentPrescience identifies the agent along with the ANI, DNIS and other information normally needed to search for and find recordings.
The installation process for VirtualLogger AgentPrescience could not be simpler. For on-site installations, the recorder is shipped to the call center and plugged into the phone lines using a simple T-splitter and a LAN connection for Internet access. Each agent dials a special number to record their voice. Once all agent voices are registered, the installation is complete and the system is ready.
Using the VirtualLogger Software as a Service model, recordings are easily accessed from anywhere using the secure VirtualLogger web interface. And because all of the other information needed to identify a call (caller ID, number dialed, etc.) is easily available from the public telephone line, everything a call center needs for quality monitoring, regulatory compliance and other uses is available with AgentPrescience.
VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100% random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a "pay as you go" basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the Inc. 500 list, VirtualLogger has a proven track record of success.
SOURCE VirtualLogger LLC