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Virtual Observer

Name: Virtual Observer
Rating: 4.5 (2 reviews)

By Coordinated Systems

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Highlights : About Virtual Observer

Call center activity forecasting

Interactive scoring & evaluation

Dashboard analytics & performance reporting

Avaya CMS real-time dashboard statistics

Cloud contact center integrations

Desktop analytics

About Virtual Observer

Virtual Observer by CSI is a workforce optimization and call recording solution for call centers. There a number of varying packages to choose from, with 4 of those based in the cloud. The cloud packages include quality monitoring tools such as evaluation & scoring, e-learning, performance reporting & dashboards, and rules-based screen capture. They also include advanced scheduling & forecasting tools, agent adherence and speech & desktop analytics. In addition, Virtual Observer offers comprehensive dashboard analytics and performance reporting, multichannel interaction recording, and real-time agent monitoring. There are a number of industry solutions available, which help to meet compliance and industry standards and improve training. The software integrates with a number of major contact center solutions and phone PBX systems such as ShoreTel, Mitel, Samsung, Siemens, Cisco, Avaya, Five9, and 3cLogic.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Call monitoring

Event playback

VO live supervisor tool

Agent portal & eLearning

Interactive scoring & evaluation

Live real-time webcam monitoring

Dashboard analytics & performance reporting

Advanced agent adherence report

Call center activity forecasting

Optimized agent schedules

Rules-based screen capture

Customer feedback surveys

Desktop analytics

Salesforce integration

Avaya CMS real-time dashboard statistics

Auto-archiving

Multiple call recording options

Cloud contact center integrations

Phone systems integrations

API integrations

Benefits

VO live supervisor tool

See thumbnails of your agents' screen activity to monitor in real-time who is using which applications, take control of agents desktops, and send messages to agents.

Choose among a number of cloud-based packages to meet your needs such as

Virtual Observer Cloud Quality Monitoring, Virtual Observer Cloud Quality Monitoring w/ Screen Capture & Virtual Observer Cloud WFO w/ Speech.

Multiple industry solutions for

Travel, Hospitality & Entertainment, Catalog & E-tail, Catalog & E-tail, Financial Services, Healthcare & Insurance, Manufacturing, Municipal & Utility, Technology, & Teleservices.

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