5 most popular Virtual Observer Add-Ons

5 - VO Surveys: This allows you to gain insight on customer interactions from your customers themselves and allows for calibration of your evaluation metrics by balancing survey results against supervisor evaluations.

4 - Auto-Archiving: This module allows companies to automatically archive their logged recordings to a network drive or DVD. When you are recording all of your incoming and outgoing calls, it is possible to archive your call history based on specific parameters.

3 - SMDR Integration: For T1 loggers, it's a necessity - it's the only way you'll be able to match up calls with agents and phone extensions. SMDR feeds can provide you with ANI/DNIS call detail. For extensive data capture, we can also provide CTI integration.

2 - Media Encryption: Using our Media Encryption module, companies that process credit card transactions over the phone or record confidential customer information are be able to encrypt their recordings, and it's a requirement for anyone trying to meet Visa's Payment Card Industry standard compliance.

1 - E-Learning: This functionality typically blows people away when they see it for the first time. It provides a user-friendly method of automatically delivering targeted training materials to agents after an evaluation is complete. Supervisors can also easily create cds or webpages with a "Best Of" call list for training purposes.

Glossary defines CTI and SMDR, among other things...

We've added a new glossary of technical call center terms to the site. This includes many of the frequently used acronyms you've grown to hear and love, such as:

TDM
ANI/DNIS
SMDR
CTI
VoIP

Please click here to browse the call center glossary