Coordinated Systems, Inc. (CSI), of East Hartford, CT, is pleased to announce a series of functional enhancements to the latest release of Virtual Observer (VO) 3.0, a complete call center quality monitoring and call recording solution. Many of the enhancements are included with the base solution and will be deployed to the current customer base over the next few months. Other value added enhancements are available as add-on modules at a nominal cost for customers with active support agreements.
The most anticipated and exciting addition to the VO line up is “VO Live” – “VO Live” gives supervisors and managers a toolset to reach out and interact with agents on the fly and control agent desktops. “VO Live” includes three distinctive features: VO Live Desktop, VO Live Chat and VO Live Panel.
“VO Live Desktop” allows you to pop open an agents desktop on your screen to view or interact with them.
“VO Live Chat” allows instant messaging between you and your agents for textual conversation. Managers now can chat with an agent in real time and provide an agent with real time strategic consulting as they assist a caller.
“VO Live Panel” is a powerful tool that allows supervisors to view thumbnails of multiple agent desktops on one screen, and with a click they can view a full screen size of any thumbnail.
Subscribe to:
Post Comments (Atom)
Popular Posts
-
The Dashboard Analytics feature set available in Virtual Observer 4.0 has many benefits for today's busy contact center: Gain real... -
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
Inside CSI: In this edition of "Inside CSI", I am pleased to provide you with a few glimpses into a key member of our Support and ...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - bu...
-
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e. ...
-
Contact center supervisors are now using Speech Analytics to automate the process of identifying the calls they really want to listen to. ...
-
There is a very good glossary out there on the web at: Incoming.com . Here are some snippets: Call. Also called Transaction and Customer Con...
-
It's important for a call monitoring system to offer a bulletproof implementation, especially for an enterprise's IT team, who are l...
No comments:
Post a Comment