System Security

Granular System Security

Because you can’t leave anything to chance

Application and Data Security:
Every menu, program and button within Virtual Observer is controlled at the user level. Administrators pick-and-choose which users have access to specific features of the application based on users and groups. In addition to program security, data security allows administrators to build secure filters that reduce the data a user is allowed to access and see, such as by department, call type, skill, VND, DNIS, agent. Etc…

Program and Data Auditing:
Virtual Observer provides a breadcrumb or paper trail detailing every action a user takes and every piece of data they review, add, edit or delete. This auditing trail allows administrators to determine a complete user history in regards to program usage and data access.

Network Security:
Access to the Virtual Observer application is controlled at the user level within the application itself, and at the network level using tight integrations to Active Directory (AD), Group Policies Objects (GPO) and Secure Socket Layers (SSL).

These features are designed not only for PCI Compliance and HIPAA compliance but also for true enterprise-caliber granular security.

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.”