Veritape ScreenScout: unprecedented automation for call recording
We’re really excited to officially launch a genuine advancement in call recording technology, Veritape ScreenScout. With it, you can now configure any application or website to control or label your recordings.
Veritape has always given you the ability to control your call recording automatically. Using Veritape Call Control and Tagging, you’ve been able to start and stop recording at will, and to insert ‘bleep’ tones to eliminate sensitive data. To do that, you need to make simple scripting-style changes to the applications and websites used on your agent’s desktop. For example, you might want to automatically tag a call with a customer reference number, so that finding individual calls in a vast library of recordings becomes much quicker. You simply script your CRM system, say, to send a ‘tag’ command to Veritape’s Call Control and Tagging module.
Most of our customers use Veritape Call Control and Tagging in some way, to aid call searching, or improve their compliance. But if they aren’t able to script the web pages or applications they use, the only way to control recording or label calls has been manually, through an on-screen form. Manual tagging is definitely better than nothing (ahem, hardware recording providers….), but it does place the onus for accuracy on contact centre staff.
Today, all that changes.
Veritape ScreenScout technology gives you fully automated call control and call tagging, even if you can’t script the websites or applications you use. You can now configure any application or website to control or label your recordings. In-house, third-party, commercial or off-the-shelf software or websites: they ALL work with Veritape ScreenScout.
So how does it work? You tell us which ‘triggers’ you want to watch for in your applications or websites, and then Veritape ScreenScout silently monitors the screen activity of your staff. (Triggers can be things like clicking into a specific textbox, or loading a particular customer profile webpage.) When a trigger is fired, then Veritape ScreenScout acts on it, by either
- grabbing data from the screen and tagging it to the current call recording, or
- starting/stopping/bleeping the call recording – a client of ours already uses it in this way to ensure their call recordings are PCI DSS compliant.
In other words, Veritape ScreenScout uses the actions of your staff, and the information on screen, to enhance and augment your call recordings. When you see it in action, you’ll be amazed how powerful it can be.
What about these ideas?
- suck a customer account number right out of your accounts package, so all calls to your accounts team can be immediately classified by customer.
- along with a call recording of a sales transaction, automatically store the customer’s postcode, the value of the transaction and the order confirmation code.
- automatically bleep a customer’s password information from an inbound call, so that this information is simply never available as a possible security breach.
Veritape ScreenScout can be applied widely in contact centres of any size, but is particularly useful for organisations which
- serve multiple customers, or
- use many applications or websites*, or
- want to bleep sensitive data from calls, for example to comply with PCI DSS regulations
* and according to Dimension Data’s 2008 Contact Center Benchmarking Report, the average call centre agent uses 5 applications.
And here’s another brilliant thing: configuring Veritape ScreenScout to operate with your applications or websites requires no work at all by your IT team. None. You don’t need a small army of people re-configuring your recording systems, IVR logic, payment systems, phone switches and back-end databases, and (most importantly) you don’t need to wait months and months for it all to come together. With Veritape call recording and Veritape ScreenScout, just decide what you want to happen, and our terrific support staff will configure everything for you, quickly.
We encourage you to read more about Veritape ScreenScout here, and think about how YOU could make use of this terrific technology.
Finally, two words to all our customers who’ve given us feedback and helped us to improve the early versions of Veritape ScreenScout over the past few months: many thanks.