Multi-channel Interaction Monitoring for Quality

Virtual Observer now provides you the ability to evaluate and score interaction opportunities beyond the traditional call and screen. Web chats, emails and social media response efforts can be monitored within the quality process, allowing for reporting & analytics by event type.

Web Chat and Email have long been used as alternative methods of receiving support or sales inquiries. More and more forward-thinking companies are deploying social media responders, staff who can reply to a Twitter or Facebook mention in a positive manner. Now these vital communications can be included in the quality monitoring process.