"There are no secrets to success. It is the result of preparation, hard work, and learning from failure."

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Virtual Logger

Press

 

Numerase™ Helps Call Centers Reduce PCI Compliance Costs

New System Deletes PCI Data from Recordings


 

Charlotte, NC//November 28, 2012 - Call centers have unique and challenging issues when it comes to credit card security. One challenge in particular involves the recording of credit card numbers, both on audio recordings and also on screen recordings (for the call centers that record their screens). Because of strict security rules - known as PCI DSS or Payment Card Industry Data Security Standards - they are not supposed to record these numbers if they can possibly help it, and that's tough to do.

The reason that it's hard to avoid recording a credit card number is because of the lack of easy markers to identify when a credit card number is being spoken. Typically, an agent asks the customer for a payment method and the customer speaks the number. But this is a verbal process that even sophisticated speech recognition can't identify easily. Some call centers use a trigger, based on whether agent is using a payment form. But payment forms are written in many different programming languages and are sometimes very hard - or expensive - to work with. And even when the programming is easy, it's often the case that the agent opens the form at the wrong time, or keeps it open too long. And the result is lost recording or the accidental recording of the number.

To solve this problem, VirtualLogger has developed Numerase, the only credit card avoidance technology that is both based on the actual entry of the number itself and which works with every kind of payment form or Windows PC technology.

Numerase uses the unique elements of credit card numbers - for example, their length and basic numeric pattern - to find out when they are being typed. Then, using its massive database of millions of recorded transactions, VirtualLogger uses the behavioral patterns of customers and agents to calculate when the number is being said and when the credit card entry is finished. The entire portion of the credit card number dialog is deleted from the call recording - and nothing else. To be doubly sure, speech recognition technology - which is not reliable enough by itself - is used to confirm cases in which there's a possible mistake in the number pattern. The result is a process that's at least 99.7% accurate, and probably better than that.

Although many call recording companies offer "pause and resume" capabilities, none of them provides a way to trigger that "pause and resume" process using the actual credit card entry itself. Most of them have features that are based on the use of a form, a page on a screen, or a data entry box.


"We've found a number of problems with the standard solution to avoiding credit card recording", said Serge Therrien, Vice President of IT at HGS. "It's difficult to implement in some cases, expensive, and often we wind up with partial recordings. VirtualLogger's approach makes a lot of sense to us."


Recognizing that most call centers won't find it cost-effective to change their recording system for the sake of this one feature, VirtualLogger has decided to offer Numerase in a way that allows it to be used with most of the call recording systems on the market today. This means that a call center can take advantage of Numerase without having to switch call recording systems. At just $5 per month per agent - with volume and term discounts available - Numerase is very cost-effective.

Call centers that do use VirtualLogger for their call recording, on the other hand, will get a big discount if they chose to add Numerase to their existing system.

For more information about Numerase, or VirtualLogger, call 888-809-9549 or send an email to info@virtuallogger.com

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies - all on a "pay as you go" basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.

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Call Recording System Saves Time and Money By Identifying Agents Using the Sound of their Voice

(New System Speeds Install By Weeks and Saves Thousands in Installation Costs)


 

Charlotte, NC //February 28, 2011 – Call center recording systems are often slow and expensive to install. Now VirtualLogger is speeding the install process and cutting costs with a new system that eliminates many of the steps required for installation, while still obtaining all of the information a call center needs.

VirtualLogger AgentPrescience™ is a new system which leverages speaker recognition technology to identify which agents answer or make calls on recordings. This new, patent-pending, approach streamlines the installation process in four specific ways:

1) Eliminates the need for computer telephony integration (CTI) or other telephone system data integration. Most call center recording systems use CTI or call record data to identify the agent who took a specific call. But CTI integrations are expensive – often adding thousands or even tens of thousands of dollars to a recorder’s cost. And because of the complexity of these systems, CTI integrations can often add weeks to a system’s install time. But AgentPrescience can identify the agent without the need for CTI, solving these problems.

2) Eliminates the need for complex “channel mapping” documents. Whether using CTI or not, almost all call recording systems need a “channel map”, which shows the relationship between the telephone lines that the recorder is connected to and the channel on the recorder. Many times, these maps are out of date and telephone administrators can spend days or weeks updating them to make a recorder installation work. With AgentPrescience, no channel map is required. All the needed information comes from what’s available on the recording itself. As an added bonus, ongoing maintenance issues are also eliminated.

3) Allows “trunk side” side recording in more cases. Usually, the simplest way to connect a recorder is to the lines from the telephone company to the PBX. Connections on this “trunk side” usually require nothing more than a simple splitter costing a few dollars. In contrast, so-called station-side recording, which taps the lines to the individual phones, can take weeks to schedule and add hundreds of dollars in technician labor. Since AgentPrescience can identify the agent without knowing which specific phone is recorded, no tap to the station lines is required.

4) Allows “cloud-based” recording. Even simpler than recording on the trunk side is recording with no recorder at all. By passing telephone calls through the VirtualLogger system before they even reach the call center, no tap and no on-site recorder is required. AgentPrescience identifies the agent along with the ANI, DNIS and other information normally needed to search for and find recordings.

The installation process for VirtualLogger AgentPrescience could not be simpler. For on-site installations, the recorder is shipped to the call center and plugged into the phone lines using a simple T-splitter and a LAN connection for Internet access. Each agent dials a special number to record their voice. Once all agent voices are registered, the installation is complete and the system is ready.

Using the VirtualLogger Software as a Service model, 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.

Because it’s so simple, AgentPrescience installations are amazingly affordable. A 48-agent recording setup starts for as little as $3,120, including all required hardware and software.

To find out more about VirtualLogger, call 866-864-5376 or send an email to info@virtuallogger.com.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.
 

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10 Ways for Call Centers to Keep Business Resolutions for 2011
(How “Software as a Service” Can Help Contact Centers Meet their 2011 Business Goals)

 

Charlotte, NC //January 5, 2011 – With the economy showing some promising signs of recovery, contact center managers need to figure out how to take advantage of the opportunities without over-extending themselves. Fortunately, the growth of technology providers offering “Software as a Service” gives managers new tools to increase their capabilities while still protecting their cash flow and themselves from economic ups and downs. 


VirtualLogger is one of many “Software as a Service” (SaaS) technology providers for contact centers. While VirtualLogger focuses on recording, quality monitoring and related services, other companies offer ACD, PBX, workforce management and other services, allowing contact centers to obtain almost any technology they need using a SaaS approach. Using VirtualLogger as an example, here are ten resolutions you can keep in 2011: 

1. Upgrade your quality monitoring program. Whether or not you have a recording system for quality monitoring, most contact centers would like to add functionality to what they have. Whether it's web-integration, instant retrieval, screen capture, integrated scoring, or other capabilities, a better QA system can improve your ability to track and improve agent performance. One of the most powerful aspects of the VirtualLogger SaaS model is the ability to add functionality, such as screen capture, without actually replacing the existing recording system. 

2. Empower your agents. One of the best ways to enhance your quality monitoring is to give your agents access to their own calls. This can be as controlled as you like, from giving them access only to calls they're scored on, to allowing them access to any call they make. They can even score their own calls as a training tool. VirtualLogger makes it easy to provide both agent access to recordings and to control that level of access. 

3. Increase security. If it's not on your list of resolutions for 2011, it needs to be. Two states (Massachusetts and Nevada) now require you to encrypt personal information about customers, and a host of other regulations (PCI, HIPPA, GLBA, etc.) apply nationally, depending on the industry you work in. With VirtualLogger, it's possible to obtain these important security improvements without replacing your existing recorder. 

4. Enhance dispute resolution and protect against legal liability. Contact centers who record a large percentage of their calls soon find that having a recording can be really helpful, whether it's in settling a dispute with a customer, documenting personnel actions with agents or protecting against lawsuits or regulatory actions. VirtualLogger can record 100% of a contact centers calls, whether that center has 10 agents or 10,000. 

5. Know how your customers feel. The best measure of your center's performance is how the customer responds. For many centers, the best way to determine that is to ask the customer right after the call. Post-call surveys are easy to implement and can be sized to any budget. VirtualLogger offers post-call surveys that can be implemented in a few days, require no on-site equipment, and can be integrated into the overall recording system. 

6. Improve your coaching capability. To get agents up to speed quickly on new processes, procedures, scripts, etc., give them easy access to online training tools. With a few quick clicks, you can give them refresher and training tips that they can review in only a minute or two, and track their progress and retention, too. VirtualLogger e-coaching tools let you upload and provide access to any type of training material you require. 

7. Protect your capital. It's always important, but especially in 2011, cash will be king and you'll want to guard yours jealously. Using a “software as a service” provider lets you minimize your upfront cash investment requirements and protect your lines of credit too. VirtualLogger systems can start with as little as $500 upfront and generally require 10% or less of the upfront investment of other systems. 

8. Maintain positive cash flow. To insure that the cash coming in is greater than cash going out, use a service provider with a “pay as you go” pricing model. That way, your cost for a system is a monthly payment that matches how your revenue comes in. The VirtualLogger business model starts as low as $7 per agent per month with as few as 25 agents. 

9. Avoid downside risk. Even with a monthly payment structure, if your payments are a fixed amount each month (for example, with a lease or loan arrangement), you run the risk of losing business you're counting on to make those payments. But with the right service provider, you can cut back your costs to match any reductions in business. VirtualLogger offers its Business Protection PlanTM which allows clients to cut back on their costs in proportion to their business requirements. 

10. Make more money. To insure that you make more money, choose a technology provider that guarantees a positive return on investment. VirtualLogger offers a guaranteed return on investment that insures that clients improve their business.

To find out more about VirtualLogger, call 866-864-5376 or send an email to info@virtuallogger.com. 

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.
 

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VirtualLogger Solution Now Rated “Avaya Compliant”

(SaaS Call Recording Engine is compatible with Avaya Aura™ Communication Manager  5.2 with Avaya Aura™ AES 5.2 server)

April 1, 2010 Charlotte, NC — VirtualLogger, a leading call recording and quality monitoring service provider today announced that its Call Recording Engine is compliant with Avaya Aura™ Communication Manager 5.2 with Avaya Aura™ AES 5.2 server from Avaya, a leading global provider of business communications applications, systems and services.

The VirtualLogger call recording engine, quality monitoring and other contact center productivity applications help businesses conduct recording and quality monitoring initiatives to improve agent productivity and customer satisfaction. The application now is compliance-tested by Avaya for compatibility with: Avaya Aura Communication Manager 5.2 with Avaya Aura AES 5.2 server

“We’re pleased to have achieved compliance with the Avaya Aura platform since many of our clients use Avaya Communications Manager and AES server technology” said Jim Veilleux, CEO of VirtualLogger. “Avaya compliance provides our clients with a fully integrated recording environment to get the most out of their communications infrastructure.”

One of the companies benefiting from the interoperability of the VirtualLogger Call Recording Engine and Avaya solutions is O’Currance Teleservices, a leader in the telesales industry, “VirtualLogger fits well with O’Currance Teleservices providing the high levels of service that we guarantee to our customers” said BJ Vander Linden, VP of Information Technology. “Partnering with a vendor that supports Avaya equipment was a key criterion for O’Currance selecting VirtualLogger.”

VirtualLogger is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, VirtualLogger is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“Companies like O’Currance Teleservices are expanding the choices available to Avaya customers,” said Eric Rossman, vice president, Developer Relations, Avaya. “With a broad selection of standards-based solutions that are compliance-tested for interoperability, businesses can use communications strategically in their operations and make critical information readily available to both clients and employees.”

About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a hosted or ASP basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, analytics and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases return on investment and lowers total cost of ownership for contact center technology. With more than 200 million calls recorded over 12 years and two years on the INC 500 list, VirtualLogger has a proven track record of success. For more information please visit www.virtuallogger.com
 

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VirtualLogger Emergency Recording Service
(VirtualLogger pioneers emergency call recording service: allows call centers to continue recording calls when their recorder has failed)

 

Charlotte, NC //March 16, 2010 – As call recording becomes more critical to call centers’ daily operations, the risk of a recording outage has also grown. Today, over 90% of call centers record their calls, and more than 30% of their equipment is five years or older. That’s why VirtualLogger has announced VirtualLogger ERS™, an emergency call recording service to aid call centers whose recorders have failed. VirtualLogger is offering two levels of service – a free service that enables emergency recording on an as available basis, and a guaranteed availability service to paid subscribers.

As the leading provider of call recording, quality monitoring, and other contact center productivity applications as a service, VirtualLogger can provision call recording in the cloud in as little as 15 minutes. And - depending on the call center’s PBX infrastructure - VirtualLogger ERS can provide as much or more functionality as the center’s existing call recording system.

Whether because of tough economic conditions, the prospect of upgrading their phone systems, or other priorities, many call centers are now relying on equipment that is at high risk of breaking down. And with legal, regulatory and other requirements, for many of these centers, call recording is now mandatory. Which means a lack of recording capacity can literally stop normal business operations.

VirtualLogger ERS™ enables businesses to quickly get back to recording calls; often within minutes of the initial service call. For most centers, a simple re-routing of calls through the VirtualLogger data center can quickly ensure secure recording, storage and access to calls through an easy to use web interface. And since the VirtualLogger data center is PCI 1.2 compliant, clients are assured that sensitive data is secure and protected.

Setting up VirtualLogger ERS™ is simple and inexpensive. After enrolling, VirtualLogger will create an emergency response plan tailored to the call center’s specific PBX and call patterns. The plan is updated annually, unless more frequent updates are required. The standard emergency response plan guarantees capacity for up to 250 agents from any one center; a custom plan can be developed for up to 2,000 agents.

“Since VirtualLogger is in the business of providing flexible recording solutions for our clients, we wanted to offer an emergency recording service that any call center could use to quickly provision recording when their equipment has failed,” said Jim Veilleux, President of VirtualLogger.

To enroll in the VirtualLogger ERS™, call 866-864-5376 or send an email to info@virtuallogger.com.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a hosted or ASP basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, analytics and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases return on investment and lowers total cost of ownership for contact center technology. With more than 200 million calls recorded over 12 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.

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VirtualLogger Announces Compliance with PCI DSS 1.2
Provides Added Security for Call Recording and Quality Monitoring


Charlotte, NC //January 19, 2010 - VirtualLogger has upgraded its systems, policies and procedures and has certified to be compliant with version 1.2 of the Payment Card Industry Data Security Standards. With PCI DSS 1.2 certification, VirtualLogger helps call centers outsource compliance for call recording and screen capture data, allowing these clients to focus on other areas in their call center operations.

To achieve compliance with the latest standards, VirtualLogger uses a wide variety of methods. VirtualLogger employs AES 256-bit encryption to protect client data. The company provides flexible security features that allow call center clients to enforce the policies specified by the PCI standards. This optional functionality includes a powerful API to prevent recording of sensitive data, dual factor user authentication, comprehensive audit logs, and file-level encryption as well as FTPS and HTTPS to enable sensitive cardholder data to be moved, archived, and stored while protecting it from unauthorized access. VirtualLogger uses a SAS 70-compliant data storage facility with a full range of physical and logical security measures.

To demonstrate its commitment to meeting PCI DSS 1.2 standards, VirtualLogger has gone beyond the requirements for a service provider of its type. As part of its certification process, VirtualLogger passed two separate ASV vulnerability scans from two independent scanning companies, rather than the usual single vendor and engaged a Qualified Security Assessor in completing its SAQ_D.

“Since VirtualLogger offers recording and quality monitoring as a service, we’ve always been committed to data security. By adding PCI 1.2 certification we’re strengthening our commitment to clients,” said Jim Veilleux, President of VirtualLogger. “In an increasingly online world, VirtualLogger offers clients the guarantee that the data we handle will remain secure.”

To find out more about VirtualLogger, call 866-864-5376 or send an email to info@virtuallogger.com.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a hosted or ASP basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, analytics and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases return on investment and lowers total cost of ownership for contact center technology. With more than 200 million calls recorded over 12 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.
 

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VirtualLogger Extends Free Recording and Quality Monitoring Offer to New Clients
(Sign up for VirtualLogger services and receive months of free service)
 

Charlotte, NC //October 6, 2009 – VirtualLogger is extending its offering of recording and quality monitoring services until December 31, 2009. Qualified clients that sign a two year agreement with VirtualLogger receive three months of free service or six free months of service for a 3 year agreement. The program has been extended because it attracted many potential clients that couldn’t change their budget process to accommodate the original September 31st 2009 deadline. As with all VirtualLogger client agreements, services may be canceled at any time. Early termination fees may apply.

VirtualLogger delivers its recording and quality monitoring services on a pay-as-you-go delivery model that has key advantages over the outright purchase of hardware and software. Since the company sells its services on monthly per-agent basis, upfront costs are virtually eliminated resulting in a rapid return on investment. VirtualLogger is the first and most experienced pay-as-you-go recording and QM provider enabling contact centers with powerful tools at a fraction of the cost of premise-based systems. With VirtualLogger, contact centers can choose from 100% 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. Further, companies that use VirtualLogger services account for their use as an operational expense enabling contact centers to enjoy a minimal impact on cash flow.

“We’ve received an enthusiastic response from new prospects about the free service offer and since some couldn’t take advantage of the offer by the original deadline, we’re extending it through the end of the year,” said Jim Veilleux, President and CEO of VirtualLogger. “The program has brought to light the fact that VirtualLogger recording systems are far more cost-effective than premise based systems. We know how expensive it is to purchase call recording systems, so we’ve designed service options that deliver results at a significantly reduced cost versus the purchase of systems.”

To find out more about VirtualLogger services and this limited time offer, call 866-864-5376 or send an email to sales@virtuallogger.com.

About VirtualLogger - VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.

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 In Wake of Avaya Purchase, VirtualLogger Announces Enhanced Forklift Protection for Nortel Clients


(Charlotte, NC //September 16, 2009 Now that the future of Nortel's Enterprise Solutions business seems clear, VirtualLogger has good news for Nortel clients: you're protected.)

To demonstrate the power of its “no forklift guarantee”, VirtualLogger is offering an entirely new level of protection for Nortel-based call centers needing a call recording solution: upgrade to VirtualLogger by October 31 and when you need to switch out phone systems, VirtualLogger will convert to your new platform - absolutely free.

Nortel's bankruptcy has put call centers using its technology in a bind. Because the future of the company was unclear, purchasing any new technology that required a Nortel interface risked buying something that would quickly become obsolete. Now that Avaya is buying Nortel, that risk is even bigger, since it's not hard to imagine Avaya trying to convert Nortel users to Avaya technology.

VirtualLogger solves this dilemma with its “no forklift guarantee”, and goes one step further for Nortel users. Under its standard policy, clients who convert to new technology pay only for changes in equipment and third-party software, cutting the cost of a standard upgrade by 90% or more. Under the new Nortel Protection Plan, however, the next upgrade would be completely free.

“Because we're gold-level members in their developers program, have many Avaya clients and are so familiar with their systems, it's easy for us to make this commitment,” said Jim Veilleux, President of VirtualLogger. “We obviously expect most Nortel users will eventually be switching to Avaya technology, but even if they don't, we also support all other major PBX manufacturers, including Aspect, NEC, Siemens and others. We know it's been rough for Nortel clients, so we wanted to do something special to make their lives just a little easier.”

To find out more about VirtualLogger, call 866-864-5376 or send an email to info@virtuallogger.com.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a hosted or ASP basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, analytics and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases return on investment and lowers total cost of ownership for contact center technology. With more than 200 million calls recorded over 12 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.
 

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VirtualLogger Offers Free Recording and Quality Monitoring Services to New Clients
(Sign up for VirtualLogger services and receive months of free service)
 

Charlotte, NC //July 3, 2009 – VirtualLogger is offering for a limited time, free recording and quality monitoring services. Qualified clients that sign a two year agreement with VirtualLogger receive three months of free service or six free months of service for a 3 year agreement. The program is in effect from July through September 2009. As with all VirtualLogger client agreements, services may be canceled at any time. Early termination fees may apply.

VirtualLogger delivers its recording and quality monitoring services on a pay-as-you-go delivery model that has key advantages over the outright purchase of hardware and software. Since the company sells its services on monthly per-agent basis, upfront costs are virtually eliminated resulting in a rapid return on investment. VirtualLogger is the first and most experienced pay-as-you-go recording and QM provider enabling contact centers with powerful tools at a fraction of the cost of premise-based systems. With VirtualLogger, contact centers can choose from 100% 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. Further, companies that use VirtualLogger services account for their use as an operational expense enabling contact centers to enjoy a minimal impact on cash flow.

“We’re confident that clients will be pleased with VirtualLogger service and even though our cost structure is attractive we’ve decided to offer new clients another tempting reason to try our service,” said Jim Veilleux, President and CEO of VirtualLogger. “The VirtualLogger recording system is far more cost-effective than premise-based systems. We know how expensive it is to purchase call recording systems, so we’ve designed service options that deliver results at a significantly reduced cost versus the purchase of systems.”

To find out more about VirtualLogger services and this limited time offer, call 866-864-5376 or send an email to sales@virtuallogger.com.

About VirtualLogger - VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.


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VirtualLogger Experiences Strong Q1 Revenue Growth

(Businesses increasingly adopt pay-as-you-go services despite economic climate)


Charlotte, NC //April 20, 2009 – While predictions of contact centers scaling back and contracting in 2009 have been chronicled in unemployment statistics, the VirtualLogger Q1 recording and quality monitoring (QM) service revenues have grown at a 28% annualized rate as a result of the economic slowdown. VirtualLogger delivers its recording and quality monitoring services on a pay-as-you-go delivery model that has key advantages over the outright purchase of hardware and software. Since the company sells its services on monthly per-agent basis, upfront costs are virtually eliminated resulting in a positive ROI in months rather than years. VirtualLogger is the first and most experienced pay-as-you-go recording and QM provider enabling contact centers with powerful tools at a fraction of the cost of premise-based systems.

Even technologies with demonstrably positive returns on investment quickly become poor investments when business falls off and the technologies are idled. Recording and quality monitoring systems costing $1,000 per agent seat, for example, could have an effective cost of $2,000 per seat if business falls by half. The result could be to wipe 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. With VirtualLogger, contact centers can choose from 100% 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. Further, companies that use VirtualLogger services account for their use as an operational expense enabling contact centers to enjoy a minimal impact on cash flow.

“Clients value the economics of the VirtualLogger services,” said Jim Veilleux, President of VirtualLogger. “The VirtualLogger recording system is far more cost-effective than premise based systems. “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”, said Jim Veilleux, President of VirtualLogger. “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 overextended.”

To find out more about VirtualLogger, call: 866.864.5376 or email sales@virtuallogger.com


About VirtualLogger - VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.
 

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VirtualLogger Eliminates Business Risk for Call Centers in 2009
(Cut contact center recording and quality monitoring fees to $0 if business conditions require)
 

Charlotte, NC //November 11, 2008 – With economists predicting business to contract in 2009, contact center managers are wondering what investments they can make without getting burned. Even technologies with demonstrably positive returns on investment can become bad investments if business falls off and the technologies can't be used. Recording and quality monitoring systems costing $1,000 per agent seat, for example, could have an effective cost of $2,000 per seat if business falls by half. The result could be to wipe out any positive return because the effective size of the investment is so high.

A positive ROI is assured for call centers who choose VirtualLogger for recording and quality monitoring. VirtualLogger - the first and most experienced “Software as a Service” (SaaS) recording and QA provider - gives contact centers powerful tools without the upfront investment required by premise-based systems. And only VirtualLogger offers its Business Protection Plan, which allows clients to reduce costs immediately in response to changing business demands. Throughout 2009, VirtualLogger has expanded its Business Protection Plan; contact centers using VirtualLogger can cut their monthly costs for recording and QA to nothing if business conditions require.

With VirtualLogger, contact centers can choose from 100% recording, quality sampling, record-on-demand, screen capture, on-line evaluation, post-call surveys, and “e-coaching” with an initial investment as low as $500 and monthly fees as low as $12 per agent.

The Business Protection Plan is easy to understand. Rather than commit to fixed monthly payments over a specific term, clients agree to a level of aggregate spending based on the services required at the time. If business conditions change, the center can reduce their monthly usage just by notifying VirtualLogger. All that changes is the time period of the agreement. For example, a client who originally contracts for $12,000 in services over 12 months could spend $500 per month over two years instead.

To further insure a positive ROI, VirtualLogger offers a money-back guarantee for any system that fails to deliver a positive return on investment within three months of implementation. And VirtualLogger services are backed by the strongest warranty in the industry. All services are covered by the VirtualLogger “Satisfaction Guaranteed” service agreement, which insures that the services delivered meet or exceed client requirements.

“We value the economics and flexibility of the VirtualLogger service,” said Vickie Friece, Vice President of Zions Bancorp. “The VirtualLogger recording system is far more cost-effective than the alternative systems we've considered. While we haven't needed to use it, it's reassuring to know that we can cut our service costs if business swings affect the contact center. And further, if we need to upgrade of our phone system in the future, we know that VirtualLogger will keep pace with our systems and meet our new technology requirements without charging us for a new system.”

“We know how challenging 2009 will be and we want to help”, said Jim Veilleux, President of VirtualLogger. “Allowing clients to adjust their spending is an ideal solution for contact centers that want current technology without the risk of being overextended.”

To find out more about VirtualLogger, call 866-864-5376 or send an email to info@virtuallogger.com.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases ROI and lowers total cost of ownership for contact center technology. With more than 500 million calls recorded over 14 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.
 

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VirtualLogger Provides Technology Solution for Lean Economic Times
(Contact center recording and quality monitoring for as low as $12 per agent)
 

Charlotte, NC //November 4, 2008 - The current credit crunch has forced businesses to scrupulously evaluate expenses and conserve cash while maintaining current customer service levels. Capital budgets aimed at maintaining service levels are shrinking rapidly and recording and quality monitoring systems that typically cost more than $1,000 per agent seat are being canceled at the risk of losing customers.

Canceling contact center initiatives may not be necessary when businesses consider using VirtualLogger for recording and quality monitoring. VirtualLogger is the first and most experienced hosted recording and quality monitoring provider. VirtualLogger gives contact centers powerful quality monitoring and recording tools without the upfront capital investment required by premise-based systems. With VirtualLogger, contact centers can customize service levels including choosing 100% or fractional recording, quality sampling, record-on-demand, screen capture, on-line evaluation, post-call surveys, and online coaching with an initial investments as low as $500 with monthly fees of $12 per agent. VirtualLogger’s software-as-a-service (SaaS) approach enables contact centers to adjust usage of the system suit to business demands so seasonal peaks or business slow-downs means that software service costs are always in proportion to the company’s business requirements.

VirtualLogger services are backed by the strongest warranty in the industry. All services are covered by the VirtualLogger “Satisfaction Guaranteed” service agreement, which insures that the services delivered meet or exceed client requirements. In addition, VirtualLogger understands that any expense must be cost-justified; the company offers a money-back guarantee for any system that fails to deliver a positive return on investment within three months of implementation.

“We value the economics and flexibility of the VirtualLogger service,” said Vickie Friece, Vice President of Zions Bancorp. “The VirtualLogger recording system is far more cost-effective than the alternative systems we've considered. While we haven't needed to use it, it's reassuring to know that we can cut our service costs if business swings affect the contact center. And further, if we need to upgrade of our phone system in the future, we know that VirtualLogger will keep pace with our systems and meet our new technology requirements without charging us for a new system.”

“Since the beginning VirtualLogger’s mission has been to eliminate the high investment barrier of traditional quality monitoring systems”, said Jim Veilleux, President of VirtualLogger. “With the economy in its current state, VirtualLogger’s approach is the ideal solution for contact centers that want to be start of the art without breaking the budget.”

To find out more about VirtualLogger, call 866-864-5376 or send an email to info@virtuallogger.com.

About VirtualLogger. VirtualLogger LLC is the first and leading provider of contact center recording and quality monitoring on a hosted SaaS basis. VirtualLogger provides 100%, random and on-demand recording, screen capture, quality monitoring, analytics, post-call surveys and related technologies – all on a “pay as you go” basis. The VirtualLogger hosted model eliminates capital expenditures, greatly reduces technological and financial risk, increases return on investment and lowers total cost of ownership for contact center technology. With more than 300 million calls recorded over 12 years and two years on the INC 500 list, VirtualLogger has a proven track record of success.


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