Contact Center Solutions Featured Article

November 17, 2008

VirtualLogger Brings Cost-Effective Monitoring to Contact Centers

By Nitya Prashant


As contact centers face a credit crunch, they reportedly are cutting back on expenses such as recording and quality monitoring systems that typically cost more than $1,000 per agent seat.
 
VirtualLogger has announced that it offers contact centers powerful quality monitoring and recording tools without the upfront capital investment required by premise-based systems.
 
Company sources said that in contact centers, recording and quality monitoring systems that typically cost more than $1,000 per agent seat are being canceled at the risk of losing customers.
 
According to Jim Veilleux, president of VirtualLogger (News - Alert), since the beginning VirtualLogger’s mission has been to eliminate the high investment barrier of traditional quality monitoring systems.
 
“With the economy in its current state, VirtualLogger’s approach is the ideal solution for contact centers that want to be start of the art without breaking the budget,” Veilleux said.
 
Using the VirtualLogger product allows contact centers to conserve cash while maintaining current customer service levels, he said.
 
VirtualLogger is a call recording and quality monitoring solutions provider that offers a “pay as you go” approach which is designed to reduce substantially the cash investment required for recording and QA systems and related technology. According to the company, initial investments as low as $500 with monthly fees of $12 per agent are possible.
 
Describing the various options possible with VirtualLogger, official sources said that contact centers can customize service levels including choosing 100% or fractional recording, quality sampling, record-on-demand, screen capture, on-line evaluation, post-call surveys, and online coaching.
 
By adopting a software-as-a-service approach to VirtualLogger, contact centers can adjust usage of the system as suited to their business needs. For example, usage will max out during seasonal peaks and lows during business slow-downs. Contact centers can now have software service costs that are always in proportion to the company’s business requirements by using VirtualLogger, the company said.
 
Vickie Friece, Vice President of Zions Bancorp said her company valued the cost-effectiveness provided by the VirtualLogger service.
 
“If we need to upgrade our phone system in the future, we know that VirtualLogger will keep pace with our systems and meet our new technology requirements without charging us for a new system,” Friece said.
 
Founded in 1996, VirtualLogger LLC provides call recording, quality monitoring, post-call surveys and e-coaching technology to contact centers on a hosted basis. With more than 300 million calls recorded over 12 years, the company has earned an entry in INC magazine’s Top 500 Fastest Growing Companies two years in a row.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Nitya Prashant is a contributing editor for TMCnet. To read more of Nitya's articles, please visit her columnist page.

Edited by Michael Dinan


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