Welcome | Sign In
ECommerceTimes.com
Software

Verint Rolls Out Recording App for Small Biz Call Centers

Print Version
E-Mail Article
Reprints
Verint Rolls Out Recording App for Small Biz Call Centers

The sweet spot for the latest update of Verint's Audiolog application is a contact center with 150 agents and users that require some level of compliance recording for a regulation or industry standard. Beyond that, such firms are not interested in the most advanced features this space has to offer.


Increase Customer Sales with VerticalResponse Email Marketing! Quickly and easily send email newsletters, coupons & sales announcements to your customers – no technical expertise needed. Sign up for your Free Trial today and send 100 emails on us!

Analytic software provider Verint released the first update of its Audiolog application since its acquisition of Mercom last year.

A call recording and monitoring application designed for small and medium-sized business (SMB) contact centers, Audiolog incorporates enterprise-level features that have been part of Verint's traditional product line.

"We are introducing components from our Ultra enterprise product into Audiolog," Leron Polani, vice president of recording and interactions, told CRM Buyer. These new features include screen recording, more sophisticated CTI (computer telephony integration) and VoIP (voice over Internet protocol) support.

SMB Sweet Spot

The sweet spot for this particular application is a contact center Increase Customer Sales with Email Marketing -- Free Trial from VerticalResponse with 150 agents and users that require some level of compliance recording for a regulation or industry standard. Beyond that, such firms are not interested in the most advanced features this space has to offer.

This offering is a toe in the water for Verint as it moves downmarket with its product line, Keith Landoline, an analyst with the Yankee Group, told CRM Buyer.

"The majority of SMBs do not require this level of functionality but those that do will gravitate to this product set," he said.

Its release is also an indication that it is starting to consolidate its acquisitions. Mercom was relatively a small fry compared to the firm's US$1 billion acquisition of Witness Systems earlier this year.

"I think we can look forward to some bigger and greater announcements from Verint when it incorporates Witness into its portfolio," Landoline said.

Polani also reported that the company will be leveraging more enterprise-level features from Witness Systems portfolio in the mid market as well.

High-End for a Downstream Market

The new Audiolog includes the following new features:

  • High-Performance Screen Recording: Capabilities include concurrent recording capacity, supports free-seating, and screen capture in a variety of environments including Citrix Server, Terminal Server and multi-screen configurations. Audiolog screen recording also has been optimized to require less bandwidth and disk space for the transfer and storage of recordings.
  • Robust CTI: Expands the application's capabilities with enhanced CTI interfaces through partner-certified implementations, making the technology compatible with a broad range of customer environments.
  • Advanced VoIP Recording: Supported by high scalability and capacity, and increased recording throughput. Audiolog supports a variety of VoIP platforms from vendors, including Avaya, Cisco, Nortel, Siemens and others.


Print Version E-Mail Article Reprints More by Erika Morphy


More by Erika Morphy

Windows 7 Flies Off the Shelves
November 06, 2009
Early sales figures on Windows 7 boxed software suggest a high level of consumer enthusiasm for the OS. Unit sales were a whopping 234 percent higher than Vista's out of the gate. The revenue haul was not as impressive, as Microsoft offered sharp discounts to spur presales. Also, sales of PCs with Windows 7 preinstalled have been lackluster -- but October is historically a weak month for PC sales.
Southwest Doesn't Fool Around
November 06, 2009
Either Southwest Airlines had better deals for my favorite route than its competitors or its superior Web site tools made it easier for me to ferret them out. Either way, kudos to Southwest. In the not-so-hot department were the airline's long list of what passengers weren't allowed to do and its very short list of what Southwest was obliged to do for them. Left me feeling a little chilly.
Commerce Search Puts Google Inside Retailers' Catalogs
November 05, 2009
Google has launched a new cloud-based search tool targeting enterprise-level e-commerce operations, just in time for the 2009 holiday selling season. Commerce Search provides a set of features designed to improve the relevance of results for consumers searching a retailer's own product catalog, while boosting cross-selling opportunities.
Don't miss a story -- sign up for our FREE e-mail newsletters and view the latest headlines at a glance.
Tech News Flash [ View Sample ]
E-Commerce Minute [ View Sample ]
ECT News Network Weekly Newsletter [ View Sample ]
Shortcuts
ECT News Network Information
Reader Services
Corporate
ECT News Network