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CSI's Call Recording and WFO Solution Brings Contact Center Agents Directly into the Quality Monitoring Process

November 07, 2012
By Amanda Ciccatelli - TMCnet Web Editor

Recently, Coordinated Systems Inc. (CSI (News - Alert)), a provider of workforce optimization (WFO), call recording and quality monitoring solutions for contact centers, has enhanced its Virtual Observer Agent Portal to provide agents with many new innovative features including the ability to view peer statistics, play back calls, respond to evaluations and more.

Founded in 1972, CSI has thrived on building quality, lasting customer and partner relationships. The company’s flagship product Virtual Observer (VO), a call recording and WFO solution for contact centers, supports Avaya, Cisco, NEC, Mitel, ShoreTel (News - Alert) and several other phone systems. VO's recording methodologies include selective recording for quality and training as well as 100 percent call logging for compliance, liability or verification recording.

“We’re so jazzed to bring these additional capabilities to our customers. We think enterprise contact centers will embrace this technology to create excitement within their agent groups. The excitement will help translate the usual call monitoring process to greater employee productivity gains,” said Rich Marcia, director of marketing for CSI.

The Agent Portal concept came from “VO Live,” the agent assistance tool that gives supervisors the ability to view agent desktops in real-time, empowering agents to request assistant when needed. It enables supervisors to click on a thumbnail screen to enlarge it, initiate a chat, or take control of the desktop. Agent Portal inversely allows agents to reach out to supervisors for help via instant message, or to peers, if permitted.

With these new features, Agent Portal removes the big brother perception from the quality monitoring concept, giving agents more control. By providing access to VO, the agents will gain a sense of ownership with access to respond to evaluations, view peer statistics, play back calls and create reporting dashboards. This solution utilizes the existing functionalities in VO’s e-learning services including the ability to assign training material to an agent based on their scoring results. It also enhances this feature by adding task completion notices for the agents, which are viewable by the supervisor in VO.

The newest feature in the Agent Portal suite, Chatterbox, is a chat-like service which enables one-to-one or one-to-many discussions. Knowledge sharing is one of the primary benefits of Chatterbox as users can ask questions, share tips and save messages to their “Scratch Pad,” a note-saving feature.

Additionally, users can personalize their VO profile by adding their picture or by choosing the layout of their choice for the application. By adding some personality, CSI humanized the process of automating the quality initiative, giving users control of their development progress.

Marcia said, “We have more enhancements forthcoming in 2013 for our workforce optimization suite which will only increase the value to customers as well as continue to differentiate our offering from the competition. Not only is Virtual Observer a logical choice for progressive enterprises seeking unique methods of accelerating agent improvement, but it offers tremendous cost savings over the life of the product. No one comes close at our version-to-version cost of ownership.”

Edited by Rachel Ramsey

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