Monday, October 08, 2012

17 under-hyped but mega-useful enterprise call recording features

The engineers in the Virtual Observer labs upstairs are always plugging away, adding features and dropping them on us as early Christmas presents.

We try to make sure every new and valuable gadget, widget, bell and whistle is presented and explained to each and every customer, either through email alert, annual customer interview or through frequent dialogue. 

Sometimes, however, customers are so excited about a particular feature they tend to overlook some of the other capabilities.

There can be a lot of stuff under that hood!

Here's a quick list of some of the most requested "I didn't know we could be doing that!" heard from our customer base, categorized by function:

Call Recording:
* The ability to exclude specific area codes from call logging parameters
* The ability to use alarms to notify personnel when calls aren't being logged

Screen Capture Functions:
*  Users also have an ability with certain screen capture types to record screen capture in real time while they are watching a user in VO Live Desktop.
* VO has an ability to trigger screen capture for screen only events manually from within the software or by an API trigger.

* The ability to record screens in a thin client or multi-monitor environment

Usability:
* The ability to bring any available data stream into a widget on your real-time Dashboard
* The ability to create an infinite range of custom dashboards
* The ability to save any event log view as a favorite, or even as your default start-up view

Quality Monitoring:
* The ability to chat with an agent and assist them in navigating your CRM system during a live call
* The ability to calibrate scoring results for a single event

 Data Storage and IT:
* A client may choose to have certain groups’ calls stored in a separate location, which is possible with most logging environments.
* CSI offers various flavors of automated data replication and redundant storage locations. This goes for VO Auto-Archiving as well.
* Event retention may be different for varying call types or different agent group, and VO allows the client to be able to set granular retention / purge requirements.
* Virtual Observer’s Avaya DMCC recording offerings allow a client to perform redundant recordings that post to redundant application servers and databases.
* CSI supports “cold start” DR solutions, as well as various flavors of “active / active” redundancy
* The ability to run VO in a virtualized environment

Remember, we are always happy to schedule additional webinar training sessions for customers who would like to learn a little more about how else they can leverage all of the robust quality monitoring and training features available in Virtual Observer.
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