Better Call Center Phone System for After Call Surveys

VirtualLogger, a company that provides call centers with quality monitoring and recording software and tools on an ASP or hosted basis, introduced their new VirtualLogger AgentPrescience PCS, which is a new after-call survey for call center phone systems that is cloud-based and designed to cut costs and speed up its installation process. This new system gets rid of all the hassling steps needed for instillation. This does so while obtaining all the required information the contact center needs. Most call survey system scan be expensive and slow to set up if the system requires integration with the contact centers call recording tools, says a contact center manager, which is why the arrival of VirtualLogger’s new system is so important.

The AgentPrescience PCS system records the call and sends the customer the after-call survey in one incorporated package. With the use of technology on speaker recognition, the program recognizes the agent handling the call. This new approach makes it more efficient with the systems installation process in many ways. This program takes out the need of data integration with telephone system and telephony computer integration. The control and settings used by the AgentPrescience PCS allows the call to go on without needing a CTI. This solution addresses quite a lot of related problems inside the call center phone system.

This call center phone system automatically matches the surveys to call recordings of the agent the customer talked to. With the AgentPrescience PCS system, all of the information, which would include the caller’s telephone number, the name of the representative, and number dialed, is recorded and sent to the data base. The new program uses recording that is cloud-based. The AgentPrescience PCS program recognizes the agent together with the DNIS, ANI and other needed information that is normally searched for, the program let’s searching for both the recordings and the surveys easier and faster. This is a great help for managers and quality control analyst when giving feedback to their agents.

Frost & Sullivan, which is a leading business consulting and research firm which offers market research, market analysis, and reports from a global panel of different industry experts, has recently released a market analysis on contact centers in Asia Pacific. The industry has made market revenue growing to $334.5 million dollars in 2010. The domestic order for contact centers is rising in markets like India, Indonesia, Philippines, China and Vietnam. This has caused a boost in the demand for small to medium business call centers that have less than fifty to one hundred seats.