Increase Contact Center Security and Performance with added Webcam Monitoring

CSI releases a new call monitoring feature which can utilize agent webcam feeds as an added security and performance measure, continuing a proud string of groundbreaking innovation with the release of the Virtual Observer (VO) VO Live webcam feature, a feature which takes agent call monitoring to an entirely new level of agent assistance.

The Virtual Observer (VO) Live Webcam is a feature that was developed from listening to our customers who wish to learn more about smart phone abuse and other distractions that lead to agent performance issues (#’s of calls per hour, out of adherence trends, fraud prevention, safety and security (reviewing what actually occurred during unplanned emergency events)).

CSI is the first workforce optimization vendor to integrate web cam control with live screen monitoring. Supervisors can now use VO Live to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics.

 This new feature is a logical extension of the original call monitoring goal: to make your agents the best they can possibly be. The feature, intended to be another performance tool in your contact center’s utility belt, can be enabled or disabled for environments who wish to not have web cam capabilities.

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.