VirtualLogger, a provider of cloud based call recording and call center quality management software, has developed a new add-on called AddedVision to allow most existing call recording/quality monitoring systems and VOIP systems to add screen-capture functionality.

Adding Insight to the Call Center

This add-on differs from traditional solutions in its modular approach. AddedVision can be used with existing call center recording and monitoring systems. The software utilizes a desktop monitoring tool to capture screen images and analytics data on agent desktops. Multichannel capture is supported, meaning analytics data from chat, instant message, email, application usage, and keywords are recorded. Once the information capture is complete, the session and audio information is unified into a multimedia file that is playable on any standard media player.

AddedVision’s core value lies in its ability to help call centers gain insights into their performance and quality practices. The multimedia files generated from the software can be stored at the client’s location or it can be securely sent and encrypted for storage in the cloud at the VirtualLogger central server. Regardless of the file location, customers will have access via the VirtualLogger Universal Web Interface.

Jim Veilleux, President of VirtualLogger, commented on the goals and benefits of the AddedVision software:

“Since the beginning of VirtualLogger, our mission has been to eliminate the dreaded ‘forklift upgrade… 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 system.”

Industry Implications

Screen capture is a significant growth segment in the quality management and call recording arena. VirtualLogger’s modular approach is suggestive of the larger overall trends in business software towards hosted, cloud based solutions where the client is able choose the exact services for their needs.

Ventana Research, a provider of research in the contact center industry, has found that only one in five companies are optimizing contact center systems using modern tools and processes. Around 79% of contact centers have implemented quality management systems according to research released in March, suggesting further room for quality management improvements.

Many call centers will likely ask themselves whether they can use improvements to call center quality management solutions to boost performance. Will you?