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Virtual Observer - Agent Performance Optimisation Solutions

Virtual Observer creates a better trained contact centre agent and continuously improves the customer experience. VO is available in a wide array of configurations designed to work with contact centres of all sizes.

In selecting a contact centre recording solution, there will be core functionalities that you will want - reliable recording, effective evaluations and robust reporting. With VO, you get all of these critical capabilities as well as a scaleable solution built on open standards that will never be out of date, at a cost that won't expend your entire budget. VO is making huge inroads against our competition in terms of ease of use, market penetration and customer satisfaction.

Start Small, Think Big - from single office to enterprise wide integrated solutions, Red Box Recorders guides you through a phased approach to realistic implementation. This process delivers immediate productivity gains and allows VO to evolve in parallel with the requirements of your contact centre.

Features:

• Flexible recording options include random sampling, on demand or total recording
• Enhanced screen capture with synchronised event playback
• Powerful E-learning and Evaluation delivers targeted training materials
• Robust custom reporting
• Scaleable to over 1000 agents
• IT and Telecom friendly - low cost of ownership

Impressive ROI:

• Provide better customer service
• Increase first call resolution
• Decrease call wrap up time
• Identify new sales opportunities
• Identify and improve upon inefficiencies in performance and cost
• Reduce monitoring and evaluation time
• Reduce "new agent" training time
• Reduce repetitive training
• Reduce agent turnover

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Modules and Benefits

Screen Capture
Automatically record screen activity synchronised with recorded audio to recreate customer service experience

Evaluation
Effortlessly score customer interactions using custom designed criteria

E learning & Content Delivery
Automatically deliver targeted training materials based on evaluation outcome

Scheduled Reporting
Automatic delivery of management reports

Analytics
Powerful custom report writer digs deep into contact centre performance trends