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...

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.”