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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

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"Since the implementation of the updated version of VO, there have been many differences that I have found beneficial in my everyday use. With the new Query Wizard feature, you are able to define virtually any piece of data that you need and sort accordingly. Reporting is much more efficient now. Listening to calls is much easier now with the visual event player. The “make media list” feature with web playback has a lot of benefits, although I haven’t had the opportunity to really put this feature to use yet...Overall a very happy user!"
- Yvonne Toutant
Resolution, Inc.
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