Tuesday, October 02, 2007

More than just a logger, but as a logger, it's very, very good

In the marketing department here at Coordinated Systems, Inc., we get a ton of leads and inquiries for call recording. Half of the leads that come in fall into our sweet spot, which is call recording for quality assurance. The best leads are from contact centers looking to record agent interactions in order to train them and improve their performance.

Occasionally we'll receive leads from companies who are simply looking to record all their calls, typically for legal/liability or dispute resolution reasons. More and more companies also need to log calls for standards compliance. Virtual Observer can certainly work as a standalone logger. Of course, the real value does exist in the quality assurance functionality, but as a logger, it's still a great tool.

Most pure loggers simply record the calls and store them in a network drive and allow you to play them back if need be. Virtual Observer gives you a visual playback mechanism which shows the entire call's audio wave, along with a synchronized view of the agent's screen activity. With the agent tagging module, agents can categorize the call and identify the customer. Of course, with CTI integration, such data will automatically be associated with the call. If you need to locate a call, you can either browse and sort by any or all available data fields, or you can search via our easy-to-use query wizard, again with the ability to search on any available data fields. Data such as time of day call started, length of call, agent, ANI, DNIS, customer name, customer industry, etc., should be available, depending on what level of integration you've configured.

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