Virtual Observer Pricing, Features, Reviews & Comparison of Alternatives

Virtual Observer

Call recording & workforce optimization solution

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Virtual Observer overview

What is 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.


Value for money
View Pricing Plans


Business size



United States, Canada, Europe

Supported languages

Virtual Observer screenshot: Virtual Observer's agent portal & adherenceVirtual Observer screenshot: Virtual Observer AgentPortal

Virtual Observer reviews

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Virtual Observer pricing

Contact CSI for solutions and prices.

Virtual Observer features

API (414 other apps)
Activity Dashboard (260 other apps)
Activity Tracking (186 other apps)
Automatic Notifications (223 other apps)
Calendar Management (196 other apps)
Contact Database (146 other apps)
Contact Management (148 other apps)
Custom Fields (161 other apps)
Customer Database (183 other apps)
Customizable Branding (234 other apps)
Customizable Reporting (181 other apps)
Customizable Templates (198 other apps)
Data Import/Export (207 other apps)
Electronic Payments (159 other apps)
Email Integration (212 other apps)
Reminders (199 other apps)
Reporting & Statistics (283 other apps)
Social Media Integration (193 other apps)
Surveys & Feedback (167 other apps)
Third Party Integration (257 other apps)

Additional information for Virtual Observer

Key features of Virtual Observer

  • 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
View All Features


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.

Virtual Observer integrates with a number of 3rd party contact center solutions and phone systems such as Cisco, Five9, 3cLogic, Siemens, Microsoft Lync, Mitel and Shoretel.

Choose among various call recording solutions, such as selective recording, VoIP recording/ packet sniffing, and call logging/ 100% recording.

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.