Virtual Observer is an integrated client / server software solution built around " Ease of Use ". CSI understands the dynamics of the contact center and believe a solution must be simple in order to be effective.
Building a recording schedule for an entire month is as easy as a few mouse clicks. Capturing a given number of calls for an unlimited number of agents is a " Hands Free " operation. Simply build the schedule and let the Record Server run. Dealing with unexpected changes in your staff schedule is a snap. Someone calls in sick, someone leaves early, long lunch, unexpected meetings, no problem. With Virtual Observer you can capture the required number of calls and evaluate them without interfering with your existing workload.
Virtual Observer integrates with most phone systems and is easy to install, configure and maintain. It is IT and Telecom friendly for a low cost of ownership and swift return on investment.
System Options:
Virtual Observer contains a robust set of options to meet each customer’ s specific needs. Options include:
- Monitor By Agent "ID" or "Extension"
- Start-of-Call "Voice Activated Recording"
- In-Call "Voice Activated Recording"
- Event "Auto Extend"
- Evaluate By "Form" or "Question"
- Schedule By "Month" or "Week"
- Many More…
Administration:
After the initial setup and fine-tuning of the system options, Virtual Observer runs practically hands-free. Build the weekly or monthly schedule, let the record server capture events, use the Event Log to access events, playback and evaluate. That’ s all there is to it.
Application Launcher:
To access the different components of the Virtual Observer system, each user has access to their own customizable "Application Launcher". This launcher component, controlled by the system administrator, floats around the desktop and can be configured in many different ways. It can be hidden, shown as an image, reduced to the system tray and more…
Network Integration:
Virtual Observer connects seamlessly to your existing network architecture via phone lines and TCP/IP. Audio is captured on a telephony board in the Virtual Observer Record Server from phone lines connected to the PBX/ACD system and configured with "Service Observance" or "Silent Monitoring" class of service. Screen shots are captured from the Agents Windows’ desktop and collected on the server using your existing TCP/IP infrastructure. Simply provide the record server with an Ethernet connection. The Virtual Observers Record Server, Database Server and Media Server are housed in a secure location, such as the switch room or data center, and are protected via existing network security. Client applications, loaded on supervisor desktops, are used to remotely control scheduling, playback, evaluation, reporting and other system functionality. The servers run hands-free in a protected environment while the clients run remotely making requests to and from the servers.
