Sponsors Publications Announcements Bulletin Board About Us

  UniversalSystems   Avaya   Bureau of Collection Recovery   Amtelco

  Keynote Proceedings   Avaya Proceedings   User Proceedings   Vendor Proceedings   White Papers   Sales Bulletin   Books

  End of Support   Awards   MUG in the community

  2004   2003   2002   2001   2000   1999

  2004   2003   2002   2001   2000

Voice Logger by AMTELCO

Cost-Effective Quality Recording and Call Logging for Contact Centers
eCreator Voice Logger is an economical and flexible software-based call recording solution that automatically records all agent involvement with incoming and outgoing calls. These recordings can be used for quality assurance purposes - to ensure that you're providing professional call handling for all your customers, and that your customer interactions are handled appropriately.

eCreator Voice Logger also facilitates agent training by providing you with the ability to play agent calls for evaluation and review, and to capture examples of call handling to share with your agent population. And Voice Logger can be used to resolve disputes by enabling you to quickly and easily review a specific customer interaction to ensure that it was handled properly.

eCreator Voice Logger compresses and stores call records as digital WAV or MP3 files for crystal-clear recordings of all your calls. Voice Logger makes it easy to search for specific call recordings, and comes complete with playback, back-up, and archival capabilities, along with tools and reports to help you keep track of your call recordings.

Many voice-recording solutions are hardware-intensive, and are, therefore, too costly to use to record all calls. Others are only able to record calls on a random or a scheduled basis. However, Voice Logger provides a cost-effective solution for recording all your calls, then gives you the choice of retaining every recording, or of archiving only those calls that meet your specific needs.

Keeping Track of Details
Because eCreator Voice Logger integrates to the eCreator agent workflow scripting application, it is able to include more information for each call than with other logging programs. Recordings are displayed in a Call Log window, allowing managers to quickly find a particular call without interrupting new calls. The call recording database can be quickly sorted by account name, account number, caller ID, agent initials, station number, time, and date. Managers can use any of these fields to quickly search for a specific call, or a set of calls. You can also perform wildcard searches for a number of different criteria.

A Quality Assurance and Training Tool
eCreator Voice Logger is an excellent quality assurance and training tool. Supervisors can review the recordings to rate each agent's call handling performance. Recordings can be reviewed immediately, retrieved for evaluation at a future time, or even saved to a CD or MP3 player for review at your staff's convenience.

Many contact centers use paper forms to evaluate agent performance while reviewing recorded calls. To streamline this process, Voice Logger provides the ability to associate an Agent Assessment form with each and every call. The Agent Assessment form will allow you to define the evaluation criteria that is specific to your contact center, create rating levels, and even determine the weighting that you wish to apply to each of your criteria. The Agent Assessment form can then be stored in the Voice Logger database, printed out in hard copy, or e-mailed to the agent and to other staff members as desired.

Web Access to Recordings
eCreator Voice Logger's optional Web supervisor interface provides a thin-client solution without sacrificing any functionality. Web access to Voice Logger enables your staff to review call recordings and perform agent evaluations at any time, from any computer that has an Internet connection, by accessing the Voice Logger URL, and entering a valid User Name and Password.
The eCreator Voice Logger by Amtelco