Workforce Optimization Featured Article

Coordinated Systems Introduces Desktop Analytics to Workforce Optimization Suite

November 12, 2012

By Mandira Srivastava,
TMCnet Contributor

Coordinated Systems, a provider of workforce optimization, call recording and quality monitoring solutions for contact centers, has introduced Desktop Analytics capabilities for its Virtual Observer workforce optimization suite. Desktop analytics is a technology which connects, captures and automated desktop activities and tasks, freeing up IT resources for other needs.

The feature is gaining acceptance as a critical component in most workforce optimization suites, providing insight into customer interactions throughout the enterprise.

 Virtual Observer uses the Desktop Analytics feature to capture a customer's processes where they input credit card information (in a CRM, or an order entry system, for example).

Rich Marcia, marketing director for CSI (News - Alert) said in a statement, “We're proud to release this functionality as an essential element in the Virtual Observer WFO suite. We see many, many applications for Desktop Analytics, but the first and foremost benefit is gained by customers looking to automate the process of eliminating sensitive data from their recorded interactions.”

Once this process is logged, the system will be able to trigger Virtual Observer to be able to stop recording once the process is initiated, and to resume recording once the agent ends that particular task.

Virirtual Observer with Desktop Analytics can do much, much more than work with removing sensitive data. The scope and scale of capabilities are limited only by the imagination. It can also make agent tagging process automated. Agent tagging is an essential process for most contact centers, where they benefit from being able to tag (News - Alert) calls as relative to a specific business need or fun.

With Desktop Analytics, coding is not required. The combination of our Desktop Analytics capabilities with the LightsOut! API provides advanced PCI (News - Alert) compliance which will help please even the strictest assessors.

Edited by Rachel Ramsey

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