With Scalable Contact Center Solutions, VirtualLogger Posts 28 Percent Q1 Growth
April 22, 2009
Though IT and telecom analysts are seeing glimmers of hope in emerging financial reports – such as LG Electronics’ success in handset sales – the industry mantra today continues to be what it has been since the economy took its sharp turn down last fall: Do more with less.
Technologies such as virtualization and Software-as-a-Service are meeting that need by cutting down on maintenance costs, while VoIP offers lower telephone call rates and mobility and telepresence reduce travel expenses.
This week, a provider of call recording, quality monitoring and advanced call logging is posting growth statistics that speak to the technologies’ cost-saving features.
Officials at VirtualLogger – a 13-year-old company that made its name by delivering IVR-driven verification process when other vendors were offering live agent options only – say their recording and quality monitoring revenues grew 28 percent during the first quarter of this year.
The company’s president, Jim Veilleux, said clients value the economics of the VirtualLogger services, especially contact center recording and quality monitoring on an SaaS basis.
“The VirtualLogger recording system is far more cost-effective than premise-based systems,” he said. “We know how challenging the current economic climate is, and we’re prepared with service options that deliver results at significantly reduced cost versus the purchase of systems. Enabling clients to pay-as-they-go for hardware and software is an ideal solution for contact centers that want current technology without the risk of being over-extended.”
Consider a company whose recording and quality monitoring systems costing $1,000 per agent seat, for example. That could have an effective cost of $2,000 per seat if business falls by half, wiping out any positive return because the effective size of the investment is so high.
“When employing VirtualLogger services, contact centers can scale their services appropriately when business slows due to the effect s of seasonality or business downturn,” company officials say. “With VirtualLogger, contact centers can choose from 100 percent recording, quality sampling, record-on-demand, screen capture, on-line evaluation, and post-call surveys with an initial investment as low as $500 and monthly fees as low as $17 per agent.”
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Michael Dinan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael's articles, please visit his columnist page.
Edited by Michael Dinan