Coordinated Systems Inc. has unveiled features that will be included in the newest version of its Virtual Observer software call monitoring software. CSI’s (News - Alert) call monitoring software offers demonstrated way to ensure workforce efficiency, and the features added have been designed to give users even more ways to monitor the success of their customer service strategy.

Virtual observer 4.0’s upgrade brings several enhancements to the suite, including a web interface allowing users access to the solution’s robust QA features within any web-enabled browser. In addition to browser access VO 4.0 has received overhauled analytics capabilities and an array of powerful user-specific dashboards. The 4.0 upgrade will also offer a wide range of quality optimization features, like integrated scoring, screen capture, performance and trending reports, and e-learning as well as support for CSI’s VO Live for and integrated speech analytics.

The upgrade to a browser based interface allows certified VO users access to information from any connected PC and allows flexibility in archival an analysis of VO stats and metrics. Information is available at the office or in remote locations as the need arise. The upgraded interface has been designed with CSI’s customer in mind. Similar enough to previous versions to be familiar to previous users, but intuitive enough to quickly become an essential tool for a new user.

Developing the new version of a well established product is not easy. According to Dan McGrail, CSI’s director of development, CSI, “needed to find the right toolset to bring a rich user interface experience to the web, matching the capabilities of our client-server version. We wanted to make sure the first release of the web version would at a minimum carry the same rich features and benefits of the popular client-server version.  VO customers can expect ongoing enhancements to VO4.”

“Our road map for VO4 and beyond is to incorporate more aggressive quality optimization features from the agent and customer perspectives. We’ve completely rewritten our reporting and fine tuned our dashboard presentation to deliver a very clean multi-level summary of live real-time information. We’ll be taking advantage of some of the newer development tools to continue bringing enhancements and useful tools for our customer base,” McGrail Added.