CSI Releases First Workforce Optimization Feature to Utilize Agent Webcam Feeds As an Added Security and Performance Measure

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Coordinated Systems, Inc. (CSI) continues a proud string of groundbreaking innovation with the release of the Virtual Observer (VO) VO Live webcam feature, a feature which takes agent call monitoring to an entirely new level of agent assistance.

The Virtual Observer (VO) Live Webcam is a feature that was developed from listening to our customers who wish to learn more about smart phone abuse and other distractions that lead to agent performance issues [#’s of calls per hour, out of adherence trends, fraud prevention, safety and security (reviewing what actually occurred during unplanned emergency events)].

CSI is the first workforce optimization vendor to integrate web cam control with live screen monitoring. Supervisors can now use VO Live to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics.

This new feature is a logical extension of the original call monitoring goal: to make your agents the best they can possibly be. The feature, intended to be another performance tool in your contact center’s utility belt, can be enabled or disabled for environments who wish to not have web cam capabilities.

Ten years ago, CSI released the first multi-agent desktop screen monitoring feature, VO Live, which showed a matrix of agent desktops in a mission control-like interface, allowed management to send an instant message to help the agents navigate their applications and maximize efficiencies. If need be, supervisors could also actually take control of the agent desktop and assist them remotely. With VO Live, businesses can regain thousands of hours of lost productivity.

Fast forward to now: Using the optional VO Live webcam, a supervisor can still shoot over an instant message to help the agents stay alert or to let them know they’re being monitored and to minimize non-work activity such as personal smartphone usage as well as improving posture for ergonomic safety and adhering to company policies.

The new webcam feature also presents itself in the playback experience, allowing supervisors to watch what the employee was doing on their PC while they were interacting with a caller, at the same time they can hear the conversation and view what is captured from the screen. This will allow the evaluation process to now include all agent perspectives, from their voice, to their screen and now their body language and behaviors (such as smart phone usage when out of adherence or during extended hold times or when writing down credit card numbers).

The new VO Live Webcam feature minimizes the impact on the network by reducing the overhead associated with true Video Conference or H.26x & H.32x bandwidth. A light server-less protocol offers impact-free feature rich capabilities of web cam access without the assumed network utilization and hardware costs.

Used as a training tool, VO Live Webcam encourages a positive body language, which translates to how the agents come across during interactions. It is recommended to involve your agents in the webcam rollout. Being open and honest about implementing a tool which will help them in their career is the best way to proceed.

The VO Live set of tools, now boosted with the power of webcam integration, can be a powerful productivity tool which helps supervisors and agents alike in their mutual mission for greater performance.

About CSI:
Coordinated Systems, Inc., (CSI), enjoying our 40th year in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.

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Rich Marcia
since: 03/2009
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Coordinated Systems, Inc.

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