ObserveCTI automates the managing process by providing your business a quality assurance tool, which provides business-driven selective/intelligent voice and data recordings without the need for a proprietary voice logger. All recording are categorized and stored for later playback directly from your PC, remote location or any touchtone telephone. Supervisors have acess to multiple sites from their PC and can control auditing from a single location within the enterprise.

ObserveCTI also provides your contact center supervisors the ability to perform audits on agents using a fully integrated auditing tool. Agents are audited and scored based on your specific criteria defined by your business. With a click of a mouse the supervisor can listen and audit online during the recorded call and screen simultaneous replay. At the end of the session the supervisor can make comments, save or forward the audit to the agent or management for review. All supervisors have access to performance reports to analyze and evaluate performance of the individual agents, groups or auditors.

ObserveCTI Highlights Include

• Continuous multimedia recording solution
• All-in-one server solution
• Increased customer satisfaction and retention
• Identification of training needs
• Migration to continuous recording platform
• Identification of agent strengths and weaknesses
• Ability to generate fair and concise reports
• Increased agent morale and reduce staff turnover
• LAN/WAN based Client/Server technology
• Support for Oracle, SQL or any ODBC compliant database
• Support for rules based recording and auditing
• Enhanced replay and visual studio
• Cost effective, easy to install and maintain business tool