Post-Call Survey System Uses Speaker Recognition for Agent Identification
VirtualLogger has released AgentPrescience PCS, a new system that records a call, then delivers the post-call survey to the customer in one integrated package. 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 because it controls the call flow. It also utomatically maps the survey to the recording of the call and the agent to the recording. 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.
Agent Prescience PCS also allows "cloud-based" recording. 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.
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 her 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.