A flashback to our original "ACD Agent Monitoring System", which eventually led to the development of Virtual Observer, made big news in 2000 when we first added a "screen capture" functionality.

Coordinated Systems, Inc Announces Screen Capture for the ACD Agent Monitoring System.

East Hartford, CT -- September 25, 2000 Coordinated Systems, Inc., a leading developer of automated ACD voice and data solutions for call centers, announces the introduction of Screen Capture for the ACD Agent Monitoring System, an interactive voice recording software application for proactive call center management. ACD Agent Monitoring System with Screen Capture is a cost effective solution that records both the agents computer screen and the CSR's customer interaction.

ACD Agent Monitoring System automatically dials into an existing phone system using standard analog lines. The recording function is performed right off the PBX/ACD without the need for a customized interface. Screen Capture is done using non-intrusive software (on the agent's PC). The result is a synchronized record of both the agent's screen and audio conversation with the caller. The ACD Agent Monitoring System is compatible with all ACD/PBX systems and Screen Capture is compatible with all agent workstations running Windows 95 or greater.

Two major feature sets include the ability to schedule event recordings to take place in the future for unattended monitoring or to record and monitor now for live monitoring sessions. The system’s load capacity allows up to 32,000 advanced events to be scheduled for recording. The system uses Voice Activated Recording minimizing storage requirements. All recordings are stored in standard Windows .wav file format and Screen Capture files are compatible with Windows Explorer.

"Monitoring CSR performance is a time consuming necessity in all call centers which if utilized efficiently can optimize the enterprise requirement for customer retention and employee satisfaction," said Dana Weber, Customer Service Supervisor for a major public utility who uses the system." Mr. Weber continued to say "Management now has access to the most efficient system available for setting customer interaction guidelines and employee performance goals.