Wednesday, August 22, 2007

Many options exist to enhance your call recording system

I happened to be reviewing our list of add-ons, and I was surpised at how many different options and tools have been released since our last release of product, 3.0. Many enhancements and new capabilities are automatically added into the core version of product, such as our exciting "Live Desktop" feature which allows for supervisor-agent chat and thumbnail views of all agent screen activity.

Going along with our "Start Small and Think Big" philosophy, some functionality is made available as an optional add-on. Many customers start with a core random recording system for quality assurance to begin proving the r-o-i before they expand their budgetary requests for additional functionality. Many customers also move from random recording to logging, or from a standard analog or digital switch and then upgrade to VoIP, and we can make sure Virtual Observer moves right along with them.

One of the latest add-ons is our "Surveying" service, which works with your IVR system to provide your customers with an optional post-call survey. This brings the customer into the evaluation equation. With the supervisors, agents themselves, and now the customers, you can truly get a good mix of independent evaluation results. Make sure you ask your CSI sales rep about "VO Surveys".

Other add-ons include:

* Media Encryption, which can help companies comply with Visa payment card industry security standards.

* Auto-Archiving, which automatically backs up recordings to a NAS / SAN.

* CTI Integration, which allows for customer and call data to be saved with the recording. This is critical for bringing customer information into the evaluation process. SMDR integration does this to a degree, bringing in data from your phone system, such as ANI or DNIS numbers.

* E-Learning, which allows for automatic distribution of training materials to agents based on evaluation outcomes. Our web-based player allows for agents to play back calls and view evaluations right from their web browsers.

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