If you’re looking for call recording and quality monitoring to automate your entire contact center quality assurance initiatives, while providing a relatively low cost of ownership, you might want to check out call recording and call monitoring systems provider Coordinated Systems’ flagship product, Virtual Observer.
The product offers a granular security and compliance suite called “Data Defender,” enabling you to meet PCI (News - Alert) and HIPAA compliance through Media Encryption, Agent Auditing, System- wide permission control, and a “Lights Out” functionality, which removes confidential customer data such as credit card numbers or Social Security numbers.
It offers multiple methods of recording your customer interactions, including selective call recording typically used to gain a sample of recordings for QA purposes, 100 percent, or “total call” recording typically used for compliance and liability recording, as well as T1 or trunkside and extension side – physical station – VoIP call recording.
There’s also the passive VoIP sniffing switch integrated recording, which according to company officials, “enables reduced-footprint, multi-location, centralized recording.”
There’s also DMCC recording – “selective, on-demand, or 100 percent call recording,” company officials say, as well as a record on-demand hybrid and mixed environment recording desktop with remote agent recording.
One of the more heavily-emphasized aspects of the product, however, is the employee training capability. Virtual Observer offers a way to “automate your entire contact center quality assurance initiatives,” company officials say, adding that Virtual Observer “helps to provide a number of bottom line benefits to your organization.”
These benefits include identifying training needs through scoring and evaluation, creating better trained agents through delivery of targeted training materials, reducing agent turnover and training cycle time and the ability to “improve customer satisfaction by raising contact center performance levels.”
It also helps users locate process inefficiencies by watching real time desktop screen activity, improve supervisor and agent performance, improve customer handling skills and increase customer retention, company officials say, as well as increase first contact resolution, sales and upsells and reduce average on hold time, average talk time and call wrap-up time.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Kelly McGuire