Avaya IP Office Call Recording

IP Office recording for Contact Centers

CSI offers a number of options for Avaya IP Office environments

We are pleased to be able to offer an IPOffice integration for the Virtual Observer WFO solution.

Our recording method has been developed with customer value in mind, providing an affordable licensing model and extremely robust WFO feature set which has never previously been available for IP Office customers.

What sets CSI’s IP Office recording apart from other vendors?
VO assembles all legs of recording together to make a uniquely usable event from hello to good bye. No breaks for holds, conferences or transfers. We record from first activity until idle again. This includes all related screen captures.

Virtual Observer comes bundled with unique and differentiating features such as webcam recording, mobile workforce management schedule adjustments, “What’s up with the downtime” timeline, and the VO Live screen and webcam monitoring suite for agent assistance add up to bring unheralded capabilities to your customer’s IP Office implementation.

  • Virtual Observer supports all models of Avaya IPOffice, including Avaya Contact Center Select, IP Office Native, etc.
  • Virtual Observer works with all IP Office models, including Avaya Agent Desktop, Avaya IP Hard Phones, Avaya 500V2 TDM Phones and even Avaya Communicator Soft phones!
  • We capture all forms of available metadata including CDN, Skill, Agent, CallerID, DNIS and any intrinsic attached data.
  • VO records without breaks for holds, conferences or transfers. We record from first activity until idle again. This includes all related screen captures.

What Our Customers Are Saying...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”