VirtualLogger, a provider of contact center recording and quality monitoring on a hosted or ASP basis, announced its new cloud-based post-call survey system called VirtualLogger AgentPrescience PCS designed to speed up the install process and cut costs.
The new system eliminates most of the steps required for installation, while still obtaining all of the information a call center needs. Post-call survey systems can be slow and expensive to install if they require integration with a call center's call recording system, company officials said.
AgentPrescience PCS records a call and delivers the post-call survey to the customer in one integrated package. By using speaker recognition technology, the system identifies the agent on the call. The new approach streamlines the installation process in multiple ways.
The system eliminates the need for computer telephony integration (CTI) or other telephone system data integration. AgentPrescience PCS controls the call flow without the need for CTI, addressing several associated problems in the system.
It automatically maps the survey to the recording of the call and the agent to the recording. With AgentPrescience PCS, all information, including the customer phone number, dialed number and identity of the agent taking the call, comes from recording, according to a press statement.
The new system allows cloud-based recording. AgentPrescience PCS identifies the agent along with the ANI, DNIS and other information normally needed to search for and find both the survey and the recordings.
Recently, Frost & Sullivan reported that Asia Pacific contact center applications market revenue grew to $334.5 million in H1 2010. The domestic demand is increasing in markets such as India, China, Indonesia and Vietnam. This caused an increase in demand from small and medium business contact centers with less than 50 to 100 seats.
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