Reseller newsletter February 2008
RESELLER SUCCESS CASE:
A Versadial reseller that specializes in telecommunications systems and services recently had the following success story. This reseller had a call center client that had been experiencing an increased number of customer complaints. Customers complained about sales agents being rude, unprofessional, and having a lack of product knowledge. They also complained about the support department taking a long time to resolve problems.
The client requested from the reseller for a telephone recording system in order to improve their sales agent's quality of service and to speed up support call resolution. The call center has one T1 incoming trunk line with 40 extensions. All calls needed to be recorded except for the CEO.
Versadial provided the reseller with all the sales and technical information they needed for the client. Versadial recommended a PC recorder for the T1 line. The reseller then gave the client a quote for the PC recorder, installation, and an optional support maintenance contract. Versadial provided an online demo of VS Logger along with the reseller, demonstrating the product to the client.
The reseller closed the sale within a month and planned for immediate installation. The reseller placed the order with Versadial and the recorder system was shipped in 10 days. Versadial then provided phone support to the reseller while they integrated CDR (Call Detail Record) in order to capture the extension information. This integration allows managers to search and play back calls by extension as well as date/time, caller id, dialed number or inbound/outbound. The integration also allows the client to filter out and not record the CEO's extension. The installation and testing was done in 4 hours. Versadial also assisted with the user's training over the phone. It took 6 hours to completely implement everything.
Within a few months the client started to see improvements in their sales and support departments. The reseller received a few support calls from the client with simple recording software questions, and Versadial was able to assist the reseller with the answers. The client is very happy with the system and the support.
EMAIL US YOUR SUGGESTIONS
What features would you like to see in the new version of VS Logger? What existing features do you consider essential and which are unnecessary? We are also developing a lower cost version of VS Logger with less features to appeal to the International and small business markets. What price point do you think would sell best for these markets? Please email us your suggestions.
TECHNICAL QUESTION:
When I try to connect using Remote Client, I get a 'Connection Timeout' error message.
SOLUTIONS:
- Remote Connection - Did you enable remote connections when initially configuring the Versadial Logger? Refer to your installation manual, see Appendix K: Remote Client Install and Setup
- Connection Service - Is the connection service started on the recording computer? Check Services for the status of Versadial Connection Service.t
- Firewall - Do you have a firewall enabled on your recording computer? If yes, you must create an exception for the port 22222 (default port) for remote client to communicate with your recorder.
- IP Address - Has the IP Address of the recording computer changed recently? If yes, you will need to change the IP Address in the Connection information at each remote client terminal.
- Network connection - Does your recording computer and/or remote client have a network connection?