Virtual Observer

Virtual Observer

Call recording & workforce optimization solution

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Virtual Observer Overview

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.

Pricing

Starting from
N/A
Pricing options
Free Trial

Devices

Business size

S
M
L

Markets

Canada, Europe, United States

Supported Languages

English

Virtual Observer Pricing

Starting from
N/A
Pricing options
Free Trial

Contact CSI for solutions and prices.

Virtual Observer Features


  • API
  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Contact Database
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Mobile Integration
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

Additional information for Virtual Observer

Key features of Virtual Observer

  • API integrations
  • Advanced agent adherence report
  • Agent portal & eLearning
  • Auto-archiving
  • Avaya CMS real-time dashboard statistics
  • Call center activity forecasting
  • Call monitoring
  • Cloud contact center integrations
  • Customer feedback surveys
  • Dashboard analytics & performance reporting
  • Desktop analytics
  • Event playback
  • Interactive scoring & evaluation
  • Live real-time webcam monitoring
  • Multiple call recording options
  • Optimized agent schedules
  • Phone systems integrations
  • Rules-based screen capture
  • Salesforce integration
  • VO live supervisor tool

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.

  • 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.

  • Virtual Observer FAQs

    Below are some frequently asked questions for Virtual Observer.

    Q. What type of pricing plans does Virtual Observer offer?

    Virtual Observer offers the following pricing plans:

    Free Trial: Not Available

    Contact CSI for solutions and prices.

    Q. What are the main features of Virtual Observer?

    Virtual Observer offers the following features:

    • API integrations
    • Advanced agent adherence report
    • Agent portal & eLearning
    • Auto-archiving
    • Avaya CMS real-time dashboard statistics
    • Call center activity forecasting
    • Call monitoring
    • Cloud contact center integrations
    • Customer feedback surveys
    • Dashboard analytics & performance reporting
    • Desktop analytics
    • Event playback
    • Interactive scoring & evaluation
    • Live real-time webcam monitoring
    • Multiple call recording options
    • Optimized agent schedules
    • Phone systems integrations
    • Rules-based screen capture
    • Salesforce integration
    • VO live supervisor tool

    Q. Who are the typical users of Virtual Observer?

    Virtual Observer has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Virtual Observer support?

    Virtual Observer supports the following languages:

    English

    Q. What type of pricing plans does Virtual Observer offer?

    We do not have any information about what Virtual Observer pricing plans

    Q. Does Virtual Observer support mobile devices?

    We do not have any information about what devices Virtual Observer supports

    Q. What other apps does Virtual Observer integrate with?

    Virtual Observer integrates with the following applications:

    Zendesk

    Q. What level of support does Virtual Observer offer?

    Virtual Observer offers the following support options:

    Online Support, Phone Support