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VO Live

Gain the ability to monitor agent screen activity in real time and provide instant intervention

The suite of features included in VO Live present the supervisor with a tremendous level of insight into the agent's activity. With VO Live's ability to view thumbnails of all agent screen activity in real time, supervisors are able to get a good idea of who is using applications properly and who might not be using the company's internet access in the best interest of the company. Supervisors can take control of the agent's desktop and physically guide them to the proper navigation they need to take care of the customer. Supervisors can send instant messages to agents, providing immediate help or in certain situations, telling them to "get back to work". Watchdog features aside, VO Live is a powerful training tool and helps close the loop in maximizing the call resolution process.

Highlights:

Presents an overview of agent screen activity
Allows for instant supervisor to agent chat
Enables supervisors to take control of an agent's desktop - remotely!
Provides instant assistance to agents during calls

Quality Monitoring Features

"We chose CSI because it was a very affordable product that provided as many or more features than the pricey competition. They offer a product that allows small organizations to monitor quality like large organizations do. Actually, the VO product has more features than the one that I used when working for a large third party call center (33,000 + employees)."

- Margaret Hooper
Pica Group