Month: May 2022

Posted on by — Leave a comment

Transcriptions of call recordings

Transcriptions can save thousands of dollars every month – Improve your First Call Resolution

Call recordings are reviewed for quality monitoring purposes. The whole idea of the review is to ensure that the agents are cordial and provide first call resolution.

The reviewer normally listens to a few selected call recordings. A reviewer would normally spend about twice the time of the audio length frequently stopping the recordings, rewinding to hear again and making notes on their quality monitoring and reporting tool.

Quality Monitoring can be enhanced and the cost reduced by transcribing selected recordings. This is achieved as reading a transcription is at least twice as faster than listening to an audio recording. This also results in a cost advantage which helps in reviewing more recordings and therefore the reviewer is able to provide guidance to more agents for more types of cases. The final outcome is an enhanced count of First Call Resolutions. The transcription is displayed in the form of a chat similar to a phone chat.

Transcription of a call recording – displayed as a phone chat. The transcription can be downloaded or emailed

Virtuallogger has perfected the transcription of call recordings. We use a specific ASR phone model which provides greater accuracy. Our call recordings can also be saved in stereo and therefore we can also povide separate text for the agent and the customer.

Posted on by — Leave a comment

Virtuallogger Integration Services

VirtualLogger offers integrations and automations to third party applications – its own call recording with its REST API as well as other integrations.

The methods employed for integrations vary according to the requirements and the limitations of the systems. The integration methods can be classified as REST Web Service, SOAP web service, RPA automations, Web Scraping, Scheduled FTP and reporting, Email Parsing, Custom scripting or application development.

Detailed below are some integrations of disparate and diverse systems. Any other custom integrations can also be developed. Integrations are done using a CTI application to monitor call events and agent statuses. These integrations can be done both for our call recording systems or any other call recording systems. We gather metrics from several sources to provide the required integrations to these systems.

CRM Systems – Call Meta-data can be updated on CRM systems. The process can be done online in realtime or offline (once a day at night). Matching can be done by the ANI (for inbound) or Dialed Number (for outbound).

PayRoll Systems – VirtualLogger CTI application can fetch the agent state in realtime. Agent Payroll can be based on the agent state (time actually on the call or ready and waiting for the call). This data can be sent online or offline to your PayRoll system.

HCM and WFM – Most advanced HCM and WFM systems, such as Kronos, WorkDay, Verint etc offers Advanced Scheduling. These systems need the expected workload over the work schedule period so that they can ensure optimum manpower is deployed at different times.

Posted on by — Leave a comment

Bidirectional Call recording – CRM integrations

VirtualLogger Integration Services

Voice communications form an important type of activity and interaction with the customer or client. It is important that the details and the recording of the call be available within the CRM system together with all call meta data. A link to the CRM record is also available in the call recording web user interface.

Your call recording provider should provide integration of their call recordings with your CRM, so that all activity with the client is available on a single screen. The integration can be implemented by consuming the REST web services of the CRM and the call recording service provider. The integration can be done real time or once a day during off-hours or when call traffic is less.

Realtime integration is normally done by implementing a CTI application that updates both the CRM and the call recording system. The CTI application interacts with the call center switch before the call is answered by the agent or the called number (for outbound) to get all call metadata, compare the details with the client information and update both the systems. A link to the recording of the call is also added to the CRM.

Near real-time or post call integration is normally implemented by matching the call meta data received by the call recording system with the customer data in the CRM and updating both the systems with reference to the record of the other system. This can be done periodically or at the end of day.

Virtuallogger has successfully integrated their call recording system to several CRM systems using both the methods. The CRM we have integrated include SalesForce, PipeDrive, HubSpot, Zoho, SugarCRM. Additional CRMs get added to the list frequently. We will ensure we will integrate your CRM to our call recording system regardless of the CRM your company utilizes. We can also provide this as an integration software service – to provide our services to integrate any other call recording system with any CRM.

Virtuallogger Integration Services is a separate division within our company. We specialize in integrations of diverse and disparate systems.