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If your primary reason for recording is to have a durable record of the telephone transaction, VirtualLogger can help you ensure 100% and 100% record retention. And we make it easy to find, play and share those recordings with customer service personnel, customers, regulators or anyone else to whom you need to provide the record.
Tools we provide
- Fully-redundant recording system with full time concurrent recording fail-safe. As close as you can get to 100% guaranteed recording;
- Automated and agent-triggered Record on Demand. If you only need specific types of calls recorded, we can customize your system to record based on specific events (e.g. orders over $100; orders for specific products) or at the agent or supervisor's request;
- Automated monitoring tools that alert both you and us to any issues with the recording system's performance. And proactive alarms that insure fast corrective action;
- Independent third-party audit trail to document that the recording is genuine and not altered;
- Archival storage for seven years or longer so you can meet the longest of regulatory requirements;
- Security measures that meet or exceed the standards of financial, healthcare, FTC and other regulators;
- CTI, SMDR, CRM and other data linking so you can find records based on date, time, agent ID, customer name, order number - virtually everything you might search on;
- Full motion or snapshot screen capture that shows you what the transaction looks like on the agent's screen. Provides insight into whether the agent is entering the right data or getting thesupport required from desktop systems;
- Web-based retrieval and playback system that makes it easy to share recordings with anyone in your organization - even people outside the organization, such as customers and regulators;
- Compliance scoring and coaching: creating evaluation forms that look for required disclosures, scripting and other elements and provide automated feedback to agents for both positive and corrective coaching;
- VirtualSupervisor™, our speech analytics tool that looks for required disclosures and scripting automatically - for every call - at a price that no human monitoring can match;
- VirtualQC™, our third party monitoring system where our Quality Agents listen to your calls - for less than you can do it yourself.
For recordings that meet your compliance requirements, VirtualLogger can give you everything you need - all on a "pay as you go" basis, with a minimum of strain on your IT resources.
And if you're planning to use the recordings for quality monitoring and coaching, you'll also be able to do everything you need for fast and effective quality monitoring.
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