Friday, February 22, 2013

Workforce Management IT Checklist

Of course we're excited about all of the features and capabilities available within the all-in-one bundled feature set, and we're extremely motivated to show off all of the snazzy new intelligent integrations with Virtual Observer.

First off, let's get started by stating that we are very excited about Virtual Observer Community WFM.

Today, however, we're focused on how Community makes life easy for the IT teams who may be evaluating workforce management solutions.

Thus, we've created a WFM checklist which collects all of the advantages our WFM solution provides and how it also creates the least amount of headaches from a technology perspective.

- Architecture/Platform: Familiar Microsoft Architecture (Windows Server 2008/2012, MS SQL DB Server 2008/2012, .NET, IIS) is easily supported.

- Rollout: Web-based user interface. The implementation should require zero fat-client installs. There are no flash or java requirements.

- Implementation: Remotely installs in less than one day.

- Integration: Tighter, failsafe, recoverable native data Integration: no third party middleware or extra charges. Supports over 20 phone platforms, including Avaya, Cisco, ShoreTel, SIP and many others.

- Virtualization: Supports a variety of fully virtual deployments and fits readily into existing SQL deployments.

- Redundancy: High-availability configurations are available.

- Authentication: Active Directory as well as at the application level.

- Upgrades: Turnkey upgrades included under standard maintenance.

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Thursday, February 07, 2013

Driving Collections Compliance with Call Insight Speech Analytics

Automated Collection Services, Inc. desired a comprehensive call recording solution which would reduce training cycle times and provide analytics to drive faster and better business decisions.

Virtual Observer Call Insight's phonetic speech engine will be a tool used to facilitate rapid detection of trends in the contact center, helping to ensure customer objectives are met. Call Insight also will help meet compliance standards by drawing attention to potential high‐risk calls. “VO is a game changer for us, really bringing our compliance efforts to an industry‐best level, as well as enabling us to further differentiate ourselves from the competition in terms of observing an enterprise‐wide quality model,” added Don Taylor, the President of ACSI.

Call Insight offers dynamic dashboard reporting, which can present critical metrics in a variety of ways, including graphical, word cloud, or more traditional bar and line charts. Each user can personalize their dashboard view to their specific needs, and drill down to actually play calls back and launch an evaluation for the event.

Virtual Observer (VO) is a robust workforce optimization solution which connects to ACSI’s ShoreTel phone system, allowing ACSI to leverage call recording for their compliance and quality processes. Beyond simple call recording, the solution enables ACSI to record screen activity, evaluate the entire interaction, run performance and trending reports in a dashboard environment, encrypt calls to protect sensitive data, and also run speech analytics on every call recorded.

Read more of ACSI's press release here

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