CSI Releases New Virtual Observer Call Recording Suite
Coordinated Systems Inc. (CSI) has released the latest version of Virtual Observer, which brings with it several enhancements to the call recording solution, including a Web interface that enables customers to use all of the solution’s robust QA features within any Web browser, as well as an overhauled analytics offering, which features an array of powerful user-specific dashboards. Virtual Observer 4.0 also offers a wide range of quality optimization features, including integrated scoring, screen capture, performance and trending reports, e-learning, VO Live for real-time agent monitoring and assistance, and integrated speech analytics.
Developing the Web version of VO was not an overnight project. CSI evaluated several development options and methodologies, requiring optimal accessibility from any standard browser. "We needed to find the right toolset to bring a rich user interface experience to the Web, matching the capabilities of our client-server version," said Dan McGrail, director of development at CSI. "We wanted to make sure the first release of the Web version would, at a minimum, carry the same rich features and benefits of the popular client-server version. VO customers can expect ongoing enhancements to VO4.
"Our road map for VO4 and beyond is to incorporate more aggressive quality optimization features from the agent and customer perspectives," McGrail continued. "We've completely rewritten our reporting and fine-tuned our dashboard presentation to deliver a very clean multi-level summary of live real-time information. We'll be taking advantage of some of the newer development tools to continue bringing enhancements and useful tools for our customer base."