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VirtualLogger Releases New Survey System
Cloud-based post-call survey system uses speaker recognition for agent identification.
Posted Jun 30, 2011
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VirtualLogger has released a new post-call customer survey system that eliminates most of the steps required for installation, while still obtaining all of the information a call center needs.

VirtualLogger AgentPrescience PCS is a new system that records a call, then delivers the post-call survey to the customer in one integrated package. Because the system controls the call-flow, computer-telephony integration is required. And by using speaker recognition technology, the system automatically identifies which agent is on the call. This new, patent-pending approach streamlines the installation process in three specific ways:

  1. Eliminates the need for computer telephony integration (CTI) or other telephone system data integration.
  2. Automatically maps the survey to the recording of the call and the agent to the recording. With AgentPrescience PCS, all the needed information - including the customer phone number, dialed number, and identity of the agent taking the call - comes from what's available on the recording.
  3. Allows "cloud-based" recording. By passing telephone calls through the AgentPrescience PCS system before they even reach the call center, no tap, survey device or on-site recorder is required. 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.

For on-site installations, a device is shipped to the call center and plugged into the phone lines and a LAN connection for Internet access. Each agent dials a special number to record her voice. Once all agent voices are registered, the installation is complete and the system is ready. When deployed as a cloud-based service, the call center simply routes a sample of calls through the VirtualLogger system and the calls are then delivered to the call center as normal.

Using the VirtualLogger software-as-a-service model, survey results and recordings can be accessed from anywhere using the secure VirtualLogger Web interface. And because all of the other information needed to identify a call (caller ID, number dialed, etc.) is available from the public telephone line, everything a call center needs for quality monitoring, regulatory compliance and other uses is available with AgentPrescience.


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