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.
East Hartford, CT (PRWEB) November 08, 2012
Desktop Analytics is a technology which connects, captures and automates desktop activities and tasks. The feature is gaining acceptance as a critical component in most workforce optimization suites, providing insight into customer interactions throughout the enterprise.
"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," offered Rich Marcia, marketing director for CSI.
This works by using 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). 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.
Virtual Observer was one of the first call recording solutions in the industry to offer 256-bit media encryption as an included feature. This, combined with a granular auditing feature, provides enough protection to satisfy most PCI compliance standards.
Up until recently, CSI's LightsOut! API was able to write triggers to these events. LightsOut! has been utilized in the past by savvy IT staff who are able to implement code to pull this off. Now, with Desktop Analytics, coding is not required. The combination of our Desktop Analytics capabilities with the LightsOut! API provides advanced PCI compliance which will help please even the most strict assessors.
Virtual Observer Desktop Analytics can do much, much more than work with removing sensitive data. The scope and scale of capabilties are limited only by the imagination, For example, the agent tagging process can also be automated. Agent tagging is an essential process for most contact centers, where they benefit from being able to tag calls as relative to a specific business need or function.
Coordinated Systems, Inc., (CSI), enjoying our 40 th 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. For more information, please visit http://www.csiworld.com.