VO Live

Gain the ability to monitor agent screen activity in real time and provide instant intervention

The suite of features included vo-live

in VO Live present the supervisor with a tremendous level of insight into the agent’s activity. With VO Live’s ability to view thumbnails of all agent screen activity in real time, supervisors are able to get a good idea of who is using applications properly and who might not be using the company’s internet access in the best interest of the company. Supervisors can take control of the agent’s desktop and physically guide them to the proper navigation they need to take care of the customer. Supervisors can send instant messages to agents, providing immediate help or in certain situations, telling them to “get back to work”. Watchdog features aside, VO Live is a powerful training tool and helps close the loop in maximizing the call resolution process.

VO Live is now bolstered to utilize agent webcam feeds as an added security and performance measure.

Highlights:

  • Presents an overview of agent screen activity
  • Webcam capability adds security and productivity factors
  • Allows for instant supervisor to agent chat
  • Enables supervisors to take control of an agent’s desktop – remotely!
  • Provides instant assistance to agents during calls

What Our Customers Are Saying...

“Virtual Observer was a right-sized solution for us. We use Virtual Observer to prove that we provided (or in some cases did not) the necessary information for the customer to make an informed decision. In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the RFT (required follow- throughs) have been completed.”