Verint Systems yesterday released the latest version of Audiolog for Contact Centers, its multimedia recording, evaluation, archiving, and quality assurance solution. Audiolog Version 5 has been expressly designed for small and mid-sized contact centers with 150 or fewer seats.
The solution, backed by Verint’s workforce optimization (WFO) and recording patent portfolio, operates on a single platform and features new, advanced multimedia recording, storage, retrieval, and playback capabilities. Businesses can now capture, analyze, and respond to audio interactions, screen data, and other multichannel systems, including digital, analog, and IP phones and PBXs, ACDs and dialers, SMS/text, email, Web chat, pictures, and videos.
“Call recording has evolved beyond just calls,” says Kristyn Emenecker, vice president of solutions marketing at Verint. “It’s about capturing all the ways a customer may communicate and processing them for quality assurance purposes.”
Audiolog’s core multimedia recording and quality management capabilities can be supplemented with functionality for workload forecasting, staff scheduling, employee coaching and training, and customer feedback surveys.
Managers can capitalize on core Audiolog functionality that enables users to place alerts on interactions, attach comments, and share them with appropriate departments, groups, and individuals company-wide.
In addition, Audiolog for Contact Centers features enhancements designed to help smaller and mid-sized centers meet their compliance, risk management, and quality management requirements with such newly available functionality as encryption management. With Audiolog, users can now benefit from 256-bit encryption.
“A lot of smaller contact centers have been slow to get on board with [the Payment Card Industry’s Data Security Standards]” Emenecker explains, noting that Audiolog 5 lets users pause recordings during the credit card transaction or encrypt the recordings from end to end if needed.
The software also features a digital fingerprinting option that verifies that the recording has not been altered. This is especially useful for recordings to be used in court cases. Other enhancements are being added around passwords, PINs, and other personal identifiers, according to Emenecker.
Further, with Advanced Desktop Analytics, recordings can be automatically appended with transaction-related data pulled from the agent’s screen, such as transaction value, customer identifier, or account type.
Other enhancements include support for the latest operating systems and computer interfaces, and storage of data to Blu-Ray disks.
Emenecker says the new Audiolog 5 is “a complete turnkey solution for SMBs.”
Its strength, she adds, is that it allows companies to “isolate all communications from customers across all channels, and then see and save them with timelines from all the different interactions.”