Additional information for Virtual Observer
Key features of Virtual Observer
View All 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
- Multiple call recording options
- Cloud contact center integrations
- Phone systems integrations
- API integrations
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.