Cloud-based post-call survey system saves call centers time and money


Post-call survey systems can be slow and expensive to
install, especially if they require integration with a call center’s call
recording system. Now, VirtualLogger is speeding the install process and
cutting costs with a new 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,
CTI integration is required. And by using speaker recognition technology, the
system automatically identifies which agent is on the call.

 

The system eliminates the need for computer telephony
integration (CTI) or other telephone system data integration. Most post-call
survey systems use CTI integration to control the routing of the call and for
certain types of call information. But CTI integrations are expensive – often
adding thousands or even tens of thousands of dollars to a system’s cost. And
because of the complexity of these systems, CTI integrations can often add
weeks to a system’s install time. But AgentPrescience PCS controls the call
flow without the need for CTI, solving these problems, according to a press
release.

 

It automatically maps the survey to the recording of the
call and the agent to the recording. Call centers often want to evaluate the
post-call survey in the context of the call recording and identify the agent
taking the call. But this adds additional integration and expense. 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.  

 

It allows “cloud-based” recording. Even simpler
than avoiding CTI integration is a post-call survey with no survey equipment or
recorder at all. 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.

 

The installation process for VirtualLogger AgentPrescience
PCS could not be simpler. 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 their 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 are easily 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 easily available
from the public telephone line, everything a call center needs for quality
monitoring, regulatory compliance and other uses is available with
AgentPrescience.

 

By TelecomLead.com Team
[email protected]

 

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