Coordinated Systems
Virtual Observer (VO) is a robust call recording and quality monitoring solution which will automate your contact center's quality initiatives. Key Features include 100% call logging, integrated screen capture, agent evaluation, e-learning, performance reporting, live agent screen monitoring, and more. VO is an appliance-based system, supporting single centers as well as multi-site environments. VO's call logging engine is designed around ShoreTel Architecture, integrating with the ShoreTel System (TAPI) and runs on Windows Servers. VO provides the lowest cost of ownership in the industry.
Downloads
Features
- Agent Evaluation
- Integrated Screen Capture
- Performance Reporting
- E-Learning
- Media Encryption & Auditing
Benefits
- Easily discover opportunities for agent improvement
- Reduce training and coaching cycle time
- Increase sales, upsells, saves
- Increase first call resolution
- Quickly identify trends and implement adjustments