VO Live Real-Time Webcam Contact Center Monitoring

VO Live Webcam is a feature that was developed from listening to our customers who wish to learn more about smart phone abuse and other distractions that lead to agent performance issues (#’s of calls per hour, out of adherence trends, fraud prevention, safety and security (reviewing what actually occurred during unplanned emergency events).

Supervisors can now use VO Live to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics.

This new feature is a logical extension of the original contact center monitoring goal: to make your agents the best they can possibly be. The feature, intended to be another performance tool in your contact center’s utility belt, can be enabled or disabled for environments who wish to not have web cam capabilities.

The new webcam feature also presents itself in the playback experience, allowing supervisors to watch what the employee was doing on their PC while they were interacting with a caller, at the same time they can hear the conversation and view what is captured from the screen. This will allow the evaluation process to now include all agent perspectives, from their voice, to their screen and now their body language and behaviors (such as smart phone usage when out of adherence or during extended hold times or when writing down credit card numbers).

The new VO Live Webcam feature minimizes the impact on the network by reducing the overhead associated with true Video Conference or H.26x & H.32x bandwidth. A light server-less protocol offers impact-free feature rich capabilities of web cam access without the assumed network utilization and hardware costs. Used as a training tool, VO Live Webcam encourages a positive body language, which translates to how the agents come across during interactions. It is recommended to involve your agents in the webcam rollout. Being open and honest about implementing a tool which will help them in their career is the best way to proceed. The VO Live set of tools, now boosted with the power of webcam integration, can be a powerful productivity tool which helps supervisors and agents alike in their mutual mission for greater performance.

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.”