Today, desktop analytics are becoming more and more integral to running the day to day operations of a contact center as its tracks agent activity in every customer interaction. With desktop analytics, 100 percent of every desktop action is recorded, whether it is a mouse click, key stroke, screen navigation or system function, helping contact center managers identify both agent and system issues that are negatively impact performance and the customer experience.
Desktop analytics help contact centers understand the processes that each agent takes while they are handling a call. It protects the agent by showing that sometime the system and not the employee are at fault for a lag in productivity, and it helps “get an under the hood" look at their organization on the micro-level.
Recently, Coordinated Systems Inc., (CSI (News - Alert)) a provider of workforce optimization (WFO), call recording and quality monitoring solutions for contact centers, introduced its Virtual Observer Desktop Analytics.
In its 40th year of business, CSI has continued to build 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 (News - Alert), Mitel, ShoreTel 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.
When implementing PCI (News - Alert) compliance functionality, VO Desktop Analytics reduces task complexity and frees up IT resources for high priority needs. Desktop Analytics connects, captures and automates desktop activities and is gaining acceptance as a critical component in workforce optimization suites, providing insight into customer interactions throughout the enterprise. VO was one of the first call recording solutions in the industry to offer 256-bit media encryption as an included feature, so this function with a granular auditing feature provides protection to satisfy PCI compliance.
"We're proud to release this functionality as an essential element in the Virtual Observer WFO suite. We see many, many applications for Desktop Analytics, but the first and foremost benefit is gained by customers looking to automate the process of eliminating sensitive data from their recorded interactions," said Rich Marcia, CSI marketing director, in a statement.
The Desktop Analytics feature captures a customer's processes where they input credit card information. Once this process is logged, the system can trigger VO to stop recording once the process is initiated and to resume recording once the agent ends that task.
Until recently, CSI's LightsOut! API was unable to write triggers to these events. LightsOut! has been utilized in the past by IT staff who are able to implement code to pull this off. Now, with Desktop Analytics, coding is not required. The combination of the Desktop Analytics capabilities with the LightsOut! API provides advanced PCI compliance which will help please the strictest assessors.
Additionally, VO Desktop Analytics can automate the agent tagging process. Agent tagging is an essential process for most contact centers, where they can significantly benefit from being able to tag (News - Alert) calls relative to a specific business need.
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