Developed by Coordinated Systems, Inc•Updated 07/16/2019•Version 5
Talkdesk recorded audio is imported into VO and time synched with VO Screen Capture allowing for advanced Quality Management or feature expansion to support full Workforce Optimization (WFO).
Bring the agent directly into the quality management process by enabling them to play back recorded events, access reports, view and respond to their own evaluations, receive targeted training materials, and more.
VO Live provides real-time monitoring of agent screen activity. The feature allows users to chat with agents and physically guide agent’s PC activity via remote desktop.
Visualize improvement with VO’s Dashboard Analytics & Performance Reporting, allowing your critical business data to come alive in many different graphical formats. Gain insight into emerging trends.
Score audio and screen events as single, synchronized events. Build an unlimited number of ways to structure and weigh your scoring forms, allowing you to completely streamline your manual quality processes.
The Virtual Observer (VO) Integrated Quality Management and Screen Capture solution includes an intuitive, bundled set of quality management tools for your contact center, integrated with Talkdesk's call recording to provide an affordable method of boosting agent performance. The building blocks of any successful Quality Management solution start with captured interactions, whether they be audio, screen, chat, email etc. Virtual Observer's integration with Talkdesk is designed to leverage automatic call recording capabilities inherent in Talkdesk's solution. The calls are automatically synchronized with recorded screen captures to recreate the entire interaction. Applicable 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. Speech Analytics transcribes 100% of your customer calls automatically providing insightful data points that optimize your call center. VO Speech Analytics keeps track of anger or frustration, monotony, interruptions in the conversation, periods of silence and more. Each of these metrics shows where improvements may be made to increase customer satisfaction or optimize performance. Speech Analytics is an add-on to our QM with Screen Capture software, and requires QM with Screen Capture licenses. Automated Quality Evaluation can be purchased as an add-on with Speech Analytics. 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. Expand to multiple locations with ease as Virtual Observer Community is extremely scalable and flexible. The solution is strategic in addressing staffing concerns, utilizing a proactive approach, ensuring that optimal productivity is maximized, while still meeting the scheduling needs of your employees. Virtual Observer Community allows you to answer not only your most important everyday staffing questions, but also the unexpected strategic questions which may arise. Workforce Management 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 can be as simple as a mass listing of call recordings which can be searched, sorted and played directly from the CRM user interface, or recordings linked directly to the CRM cases. VO records omni-channel chat session as screen recordings, which can be evaluated and analyzed as recorded audio events. The Connector captures time-on-task to determine work load, based on interaction type, such as audio inbound, audio outbound, chat or email and enabled features for WFM. CRM Connectors is an add-on to our QM with Screen Capture software, and CRM Connectors requires QM with Screen Capture licenses. Applicable Professional Services will be communicated at time of purchase.