3rd Party Remote Call Monitoring Feature

Screen capture, one of the fastest-growing areas of call recording and quality monitoring for call centers, has usually necessitated the disruptive and expensive purchase of the feature from the call center’s existing call recording provider. VirtualLogger (News - Alert) made this a thing of the past by offering highly cost-effective screen capture that can be easily added to most existing call recording and quality monitoring systems, as well as recordings from open-source VOIP systems.

VirtualLogger has announced AddedVision, the first screen capture add-on for existing call recording systems, which leverages a powerful desktop monitoring tool to capture the screen images and screen analytics data on call center agent desktops. The system captures desktop images during the call and screen analytics data, including chat and IM sessions, applications used, email and keywords.

Once information is captured, the AddedVision system queries the audio information captured by the recording system and creates a unified multi-media file that can be played with any standard media player.

“Since the beginning of VirtualLogger, our mission has been to eliminate the dreaded ‘forklift upgrade,’” said Jim Veilleux, president of VirtualLogger, in a release. “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.”

AddedVision, designed to help call centers add new insight to their recording systems, possesses blended recording files that can be stored at the client location or encrypted and sent securely for storage and archiving at the VirtualLogger Central Command Center. 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, according to the release.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It’s also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.