Contact Center Solutions Featured Article

Voice Over IP telephone systems are gaining rapid acceptance in call centers, as everybody knows. But when a call center changes over to VoIP, they need to upgrade their recording system too, which can cost as much as $1,000 per agent.

 

Hence VirtualLogger is selling a "pay as you go" VoIP recording service by waiving all setup charges for VoIP recording in call centers of 100 agents or more. "This amounts to a savings of up to $200 per agent. And, it means that a center could be recording for less than $5 per agent per month," company officials say.

 

Under the new program, VirtualLogger will provide and install software to record VoIP calls as required by the client, including data captured from other sources, such as CTI or CRM systems.

 

The program is named 2008 VOIP Recording JumpStart. Under its terms, setup charges are waived for the core recording service, and also for VirtualScore. This can amount to as much as $200 per agent, depending on the services selected by the client. Depending on contract length and size, then, a center could be recording for less than $5 per agent per month.

 

The VoIP JumpStart is designed to help promote the availability of VirtualLogger recording services under its software as a service model, the VirtualLoggers say. The product provides call recording, screen capture, Quality Monitoring, e-coaching (coming, January 2008), speech analytics, emotion detection and "many other services" on a hosted/ASP and SaaS basis.    

 

The client provides the server according to VirtualLogger specifications. Calls can be stored at the client location or sent by secure FTP for storage and archiving at the VirtualLogger Central Command Center. Regardless of where the calls are stored, all calls are accessed through the VirtualLogger Universal Web Interface.

 

In March 2006 VoiceLog LLC announced the formal launch of its VirtualLogger division, describing it at the time as "a call recording and quality monitoring products provider, using the hosted/application services provider model to deliver its services."

 

In addition, VirtualLogger was billed as offering "other agent optimization technologies, such as speech analytics and real-time dashboards on a similar hosted basis."

 

At the time of VirtualLogger's debut call recording and quality monitoring were already well-established disciplines in American call centers, with more than 70 percent reporting some kind of recording in place. "Almost all of this is done via licensed software systems, which can involve costs per workstation of over $1,000 initially and annual maintenance charges of $200, plus internal costs for system administration and data storage," VoiceLog officials said at the time.