Thursday, June 26, 2008

Virtual Observer call recording system becomes even more flexible

What's all that ruckus up in the CSI and Virtual Observer labs?

Must be the engineering team banging out more new features for Virtual Observer.

Among the highlights:

* The Virtual Observer screen capture module now captures and makes note of all screen activity from log in to log out. These screen frames can be used for any combination of capture rates, from a simple percentage to 100% screens. Of course this can be tuned by audio calls, chats, emails, campaigns, DNIS, Queue, Skill, you name it. Consider setting a filter for “Filler”, i.e., screen only events, to see what your agents are doing when they are not on calls, emails, web, or chats.

* DMCC (Device Media Call Control) is a method of recording via the Avaya API. This is a pure software-based call recording solution using softphones, service observe and single step conferences to capture audio without the need for packet sniffing or expensive telephony recording boards.

* Dual Screen VO Live - Virtual Observer now has the ability to view dual screens from within the VO Live suite of features (in VO Live, supervisors can view all agent screen activity, chat with them, or take control of their desktops if they need assistance.)

* Microsoft Vista Compliance – The Virtual Observer Agent Client and Supervisor Clients are now both fully compatible with Microsoft Vista Operating systems (Both32-bit and 64-bit).

* Email, Chat, & Web Interactions – The Virtual Observer AES data connector now supports email, web and chat call types and coupled with our screen capture component, ensuring these events are captured and accounted for.

If you'd like any additional information on any of these new features, or to find out what else you can accomplish with Virtual Observer, please contact your account representative today.

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Friday, June 20, 2008

Avaya News: Avaya Appoints new GM and VP of Contact Center Division

Avaya announced it has appointed Bob Lyons to lead the company’s global contact center organization.

The move adds focus on helping companies turn customer service into a competitive asset.

As general manager and vice president of Avaya’s customer service applications division, Lyons will oversee a business that plays a central role in driving customer service for thousands of companies around the world.

Lyons joins Avaya from Convergys, a global leader in relationship management that provides customer service outsourcing, where he first served as CIO and then increased his responsibilities to oversee operations for the company.

Prior to joining Convergys, he was the vice president of enterprise operations and technology at United Health Group, a managed healthcare company.

Lyons was also executive vice president and CIO at Telespectrum, a call center customer services organization, and has been a software entrepreneur and consultant.

Lyons believes that customer satisfaction is a profit-driving asset that can help differentiate companies in a highly competitive business environment. To help companies tap the full potential of customer service, he will focus on leading Avaya to deliver a new generation of contact center solutions that integrate advanced communications technologies, including the ‘always on’ capabilities of Avaya’s unified communications portfolio. Click here to read the full article...
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