VirtualLogger today released AddedVision, the first screen capture add-on for existing call recording systems.
AddedVision leverages the power of a desktop monitoring tool to capture the screen images and screen analytics data on call center agent desktops. This system captures both the desktop images during the call and screen analytics data, including chat and IM sessions, applications used, email and keywords. Once the information is captured, the AddedVision system queries the audio information captured by the recording system and creates a unified multimedia file that can be played with any standard media player.
AddedVision is designed to help call centers add new insight to their recording systems easily and inexpensively. Blended recording files can be stored at the client location or encrypted and sent securely for storage and archiving at the VirtualLogger Central Command Center. Regardless of where files are stored, recordings can be accessed through the VirtualLogger Universal Web Interface, which provides secure, Web-based access from anywhere, as well as integrated online evaluation forms, reporting, and agent coaching.
"Since the beginning of VirtualLogger, our mission has been to eliminate the dreaded 'forklift upgrade,' said Jim Veilleux, president of VirtualLogger. "We developed AddedVision for our own recording clients, then realized we could offer it to any call center with an existing recording system. The modular approach and our software-as-a-service model make it easy for clients to adopt AddedVision without the big upfront costs of traditional software licensing, and add significant new functionality to their existing recording systems."