Verint Rolls Out Recording App for Small Biz Call Centers

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 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.