Friday, March 16, 2007

What's the most important feature added to Virtual Observer?

An informal poll was taken on Thursday, March 15th, asking what employees felt was the most important enhancement added to Virtual Observer in its' nearly decade of evolution.

The two most frequent responses were, in no particular order:

* Media Lists: the ability to package media files
This functionality was added to the base Virtual Observer feature set as an introduction to the power of using VO for training purposes. Supervisors can compile a set of the best calls and then export a media list to cd, network folder, email or web page. Now you've got a "Greatest Hits" for new employees to learn from, among many other useful applications.

* VoIP Recording
Giving VO the ability to record on VoIP systems unchained the software system from being compatible with only TDM/analog, digital and legacy phone systems. Now VO works with almost all major vendors, including Avaya, Cisco, Nortel, 3com, Mitel, SIP-based VoIP systems, and many more.

Much can be said about Media Encryption, Visual Playback, and Live Desktop as well. It's hard to pinpoint the single most important feature in the VO call monitoring system.

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