Developed by Coordinated Systems, Inc•Updated 02/26/2020•Version 5
Optimal customer experience is the product of smart quality management and superior analytics. VO QM allows you to take every customer interaction as an opportunity to learn from, strengthen, and grow your customer base.
Analyze every customer interaction and gain insight into what customers say, write, and – most importantly – feel. This AI-driven tool is also omnichannel capable and supports automated evaluations.
Two WFM solutions help streamline staff scheduling. Reduce overstaffing, create more accurate forecasts, automate scheduling and keep employees engaged. You can get back to strategy instead of tedious administration.
Simplify agent workflows by embedding your contact center solution with your CRM interface. VO connectors integrate with Salesforce, Zendesk, ServiceNow, Oracle Service Cloud, Microsoft Dynamics365, Freshworks and more.
Pause and resume recording with LightsOut! to prevent the recording of sensitive information. Manual and automated triggering options are available.
The Virtual Observer (VO) Integrated Quality Management and Screen Capture solution includes an intuitive, bundled set of QM tools for your contact center, integrated with Talkdesk call recording to provide a comprehensive solution for boosting agent performance.
The VO integration with Talkdesk leverages the automatic call recording capabilities inherent in the Talkdesk solution. The calls are automatically synchronized with recorded screen captures to recreate the entire interaction.
Live monitoring allows supervisors to virtually look over agent shoulders and even take over the agent’s screen to help with challenging situations.
The interactive evaluation process with an agent portal engages and motivates agents.
Professional Services will be communicated at time of purchase.
Identifying and acting upon customer insights is important for anticipating customer needs and optimizing your customer support channels.
VO Speech Analytics transcribes 100% of your customer calls automatically providing insightful data points that optimize your call center.
VO Speech Analytics draws from textual content, acoustic parameters, call metadata and emotional content such as anger or frustration.
These data elements contribute to analytics that show where improvements may be made to increase customer satisfaction.
Speech Analytics requires QM with Screen Capture licenses. Applicable Professional Services will be communicated at time of purchase.
Plan, optimize and manage with a single solution that’s interactive and customizable for end users. VO WFM Essentials provides all of the essential tools needed for an effective WFM program.
Engage and inform agents via a customizable agent portal and optional mobile app for agents.
Plan and forecast using tools that include a staffing calculator, auto approval for agent time off requests and two forecasting profile choices. Scheduling templates include fixed, rotating and common day floating.
For Intraday management, real time and historical reports and real time adherence reports help optimize daily results.
Workforce Management Essentials can be purchased as standalone or as an add-on to QM with Screen Capture. Applicable Professional Services will be communicated at time of purchase.
Planning and forecasting tools include six forecasting profiles, a unique “what if” modeling feature, additional scheduling templates, and reporting with data targets.
The platform supports virtual and multiple sites.
For intraday management, adherence dashboards, the unique Automated Schedule Adjustment Plan (ASAP) and Automated Attendance platforms streamline intraday staff management in larger contact centers.
Agent Portal enhancements like shift bidding are included.
A two-way communication channel framework that includes pop-up messaging and internal memo enhances agent communication.
VO Workforce Management Enterprise can be purchased as standalone or as an add-on to QM with Screen Capture. Applicable Professional Services will be communicated at time of purchase.
The CRM Connector integrates your VO Talkdesk integrated call recording and WFO solution with your CRM.
The integration links call recordings and screen capture directly to CRM cases. These recordings can then be searched, sorted and played directly from within the CRM user interface. VO then consumes omni-channel interactions such as text, chat, email or social, which can be evaluated and analyzed with the VO QM and screen capture solution.
The Connector also captures time-on-task to determine workload, based on interaction type, such as audio inbound, audio outbound, chat or email and enabled features for WFM purposes.
The CRM Connector is an add-on to the QM with Screen Capture software and requires QM with Screen Capture licenses. Applicable Professional Services will be communicated at time of purchase.
Pause and resume recording with LightsOut! to prevent the recording of sensitive information. Manual (with an automated resume recording safety measure) and automated triggering options are available.
Applicable Professional Services will be communicated at time of purchase.