Big Data Analytics

Big Data Analytics Comes to your friendly global neighborhood Contact Center

View real time performance data within custom dashboard environmentsVirtual Observer Dashboard Analytics Screenshot

What is “Big Data”? It’s an assembly line of data sources, sharing and pooling information to identify trends and create actionable decisions.

“Big Data” is cloud-based, fully customizable and inherently real-time.

Virtual Observer presents big data based on real time metrics from speech analytics, surveying, evaliations, desktop analytics, phone system metadata and more.

Virtual Observer data can be exported to other applications and analytics tools for predictive analytical capabilities, enterprise resource planning, crm, etc., really working with any applications which are ODBC. In the same regards, we can also pull in data from competitive systems or complimentary applications.

Custom reports can be delivered based on any data captured (or imported) in the VO database. Our professional services team can provide you with a cost effective custom reporting solution.

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.”