Hosted By: Versadial Solutions
VoIP Call Recording Software Kit - VSLogger
The moment your recorder is installed, it will start to pay off. Many companies look at the out of pocket expense, and the tangible numbers, but fail to see the overall benefit a recording system can bring.
With calls being recorded 24/7, you gain an insight into your daily verbal transactions. Our quality control and testing module allows managers to listen to calls and review agent performance. Indicate problem areas, share their results with the agent,
mark tests and calls for review, and conduct quality training from any PC within the network.
With live monitoring and easy call search capabilities, instances of poor customer experience can quickly be addressed and reconciled. Additional training and procedures will greatly increase First Call Resolutions within the company.
By conducting quality training and enhancing first call resolutions, you will increase your overall customer satisfaction and retention rate. Dollars will not be lost on their way in, and you will retain loyal customers.
Too many businesses reach out to obtain a call recording solution because they have been sued or are in a heavy dispute. These owners and sales managers discover that having a recording solution monitoring these calls would have reduced this liability and quickly resolved the situation. Many times, the cost of one lawsuit or dispute will pay for the recording system.
It costs nearly 20% of employees’ salary to make up for lost productivity, time recruiting and training. Employees who are well trained and recognized have a greater comfort within the organization, increasing overall satisfaction and
success within the business environment.
By implementing a recording solution, the overall productivity of an employee increases. Either recording PC and Monitor activity, or listening to sales calls, company policies and procedures can be monitored and adjusted to address poor productivity or inefficiencies.
Calls that have missed opportunities for a cross-sell or up-sell can be addressed during quality control and training. Skills can be honed and improved to increase an agents awareness of financial opportunities during a
Built on windows based platform and running on a Windows server allows companies to reduce the operating systems cost and maintenance. An added benefit with a browser based rich user interface also reduces the maintenance and expense of handling an additional utility to access recordings.
Versadial call recorder is more than just a way to listen to your agents, it is a valuable business tool that will pay for itself on day one. Reports and quality control features allow you to increase customer satisfaction and first call resolution. Train your agents and be more efficient with your call center management.
The biggest concern that most companies have when investing into a new technology or IT driven product is typically about the Return on Investment (ROI) and Total Cost of Ownership (TCO). Versadial understands the need for businesses to show and prove value with every investment made. Most companies will invest into a call recording solution because of governmental regulations or compliance enforcement. A call recording system can fulfill this requirement, but if you dive a bit deeper into a true call recording system, you will find a number of values that will increase your bottom line and your business productivity.
Customers no longer have a choice of 5 brands, they have a choice of hundreds. When shopping or working with a business, customers rate their likelihood to purchase not based on product, but on customer experience.
Versadial VSLogger Call Recording Solution combines Call Recording, QC Evaluations, QC Review and Coaching, Live Team Performance and Gamification Dashboards, Agent Time Utilization, and In-Depth Reporting into a powerful Incident Recreation, Liability Control and Workforce Optimization tool. A new dynamic and user friendly UI, accessible from multiple devices, allows managers and call center agents to simplify their day-to-day interactions and be more productive within the ever changing and busy call center atmosphere.
With large infrastructures and remote offices, our recorder can be organized in a distributed system, ensuring all your audio communications are recorded across your organization. Each recorder can scale from 4 to 256 recorded lines or phone devices. Analog, Digital PBX Extensions, ISDN BRI/PRI, E1,T1,VoIP, SIP trunk lines – all supported. We also support Cisco, Avaya, Panasonic, Shoretel, Mitel, Nortel, Skype for Business (MS Lync ), NEC.
Need to grade employees and conduct quality training sessions? Our QC module makes it easy to grade calls as well as conduct general QC reviews. Create custom forms to suit your business model, send reviews to another manager or the employee for further training. Run Quality Control reports to monitor your employees progress and see if there is any room for improvement.
For coaching, each question and section can have a URL attached for training material. Simply link to your intranet training portal and allow agents and employees to follow up on training material. If they score low in a certain section, only send the training required for that section.
Run reports on all your recorded call data. Run yearly trends on all your audio channels/lines, get a complete report on your busiest time of the year and plan your hours accordingly. Find out what day of the week, or what time of the day you receive the most volume of calls. This allows managers to properly staff and allow for specific break times to better accommodate volume. Reducing the wait time for your customers on the phone, increasing their satisfaction and your overall performance. See who is handling the most calls within your business, how many outbound and incoming calls they receive and gauge their production and much more.
Based on permissions and access, Desktop Assistant allows agents to control their own recordings and notes directly from their desktop. Desktop Assistant is a small application that runs in the agents Windows system tray. While a call is in progress, Agents may pause, mute, start, stop, make notes, or flag a call.
This is very handy when dealing with PCI compliance or being able to monitor important calls. Agents can flag specific calls if they need them to be reviewed; or they can indicate a certain type of call for their manager to review. Managers can filter and find calls that are relevant for that weeks training session or to help assist in tracking important calls.
Additionally, Desktop Assistant can assist with tracking an agents current status. Agents can change their status to In, Out, On Break, or On Project. This allows managers to quickly see what an agent is currently doing without having to physically check on them.
Our dashboard view allows managers to quickly see how their team or agents are performing. Are they on a call? On Break? Or on a project such as training or reviews. Quickly see if you are staffed correctly during peak hours to properly handle all incoming and outgoing calls. See which agents are outperforming others and create a fun and competitive environment within your business or call center.
We designed our User Interface to be responsive to your device. Access recordings on the go with a tablet or a phone. The interface will automatically re-size to fit your device and allow you to easily listen to your agents with a supported web browser enabled device.
Capture your agents PC screen and have it synchronized with their audio recordings. Screen capture allows managers to review the overall workflow of your agents.
Record up to two monitors at a time. Screen capture is triggered when the agent picks up the phone. Optionally, managers may manually trigger the recording from the UI. Working in tangent with the audio recording, screen capture stops and resumes for PCI and HIPPA compliance.
Versadial has been in the call recording industry since 1994. Offering products commercially since 1998 we have implemented our recorder systems across the world in a variety of environments. Our longevity and product quality has allowed us to be a stable contender in the competitive call recording industry.
We have designed our solution to be scalable and accommodate a number of telephony environments. We can record on digital, analog, T1/E1, ISDN, PRI, VoIP and Radio lines. Supporting a number of phone and PBX systems we can adjust and grow when your environment changes.
Licenses are based on per channel/line recorded rather than per seat. This allows greater flexibility in your recording needs and a more cost effective structure. We also provide unlimited access to your recordings. Allowing you to assign your entire company or a few managers to access the recordings. There is no limit or change in price.
Customer service has been our priority since day one. We design our solutions with you in mind and take great pride in providing and supporting our customers. Our account managers strive to find the right solution for you that fits within your budget and meets or exceeds your needs.