CTI/SMDR Integration

Gain access to enhanced call transaction data by integrating Virtual Observer with your CTI software

CTI / SMDR Integration packs more power into Virtual Observer. Virtual Observer (VO) Professional is a simple, effective and affordable quality assurance solution for call centers. VO is fully customizable and designed to continuously improve the performance of your call center agents. VO is available in a wide array of configurations designed to work with call centers of all sizes. CTI / SMDR integration offers more detail per call transaction and therefore a better insight into the customer experience.

Features:

• Enable Call Triggering for Specific "Call-Type" Recording
• Capture Expanded Call Transaction Data, such as Account-#, Claim-#, Work-Order-# and more
• Link Call Transactions to exact Customers in CRM, ERP and other enterprise systems
• Search for Events based on Specific Enterprise Data

Big Time ROI...VO's CTI / SMDR integration enables you to:

• Call Triggers offer targeted recording with no block-of-time overhead
• Captured CTI data enhances search, sort and reporting capabilities
• Link Recordings to CRM and Enterprise Systems for added-value

How It Works For You:

1. Middleware between your CTI Server and the VO Recorder
2. Establish many different Start and Stop Recording Triggers
3. Capture any or all CTI "Private/Attached" data from IVR's and/or other sources
4. Store CTI specific data with each phone transaction
5. View our custom integrations for call recording solutions page for more options