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ObserveCTI™ automates the management process by providing your
business a quality assurance tool, which provides business-driven,
selective/intelligent voice and data recordings without the need for
a proprietary voice logger. All recordings are categorized and stored
for later playback directly from your PC, remote location, web or
any touchtone telephone. Supervisors have access to multiple sites
from their PC and can control auditing from a single location within
the enterprise.
ObserveCTI™ also provides your contact center supervisors the
ability to perform audits on agents using a fully integrated auditing
tool. Agents are audited and scored based on your specific criteria
defined by your business. With a click of a mouse, the supervisor
can listen and audit the recorded calls and screens, simultaneously.
At the end of the session the supervisor can make comments, save or
forward the audit to the agent or management for review. The supervisor
even has the ability to chat with the agent and send valuable training
material to the agent. The supervisor can be alerted to pre-defined
events as they happen. All supervisors have access to performance
reports to analyze and evaluate performance of the individual agents,
groups or auditors. With Cacti’s ObserveCTI™, improving
the quality of interactions with your customers and your agents has
never been simpler
ObserveCTI™ Highlights Include
- Intelligent Selective multimedia recording.
- Includes online QA and analytical performance reporting
- All-in-one server solution
- Supports VoIP, Analog, Digital, T1, and E1 Interfaces
- Resides on Windows NT/2000/2003 Server platform
- Supports all major all major PBX/ACDs
- Integrated e-Learning solution
- Easily add additional options
- Web enabled with enhanced replay
- Easily add additional options
- Increased customer satisfaction and retention
- Identification of training needs
- Easy migration to continuous recording platform
- Identification of agent strengths and weaknesses
- Ability to generate fair and concise reports
- Increased agent morale and reduce staff turnover
- LAN/WAN based Client/Server technology
- Support for Oracle, SQL or any ODBC compliant database
- Support for rules based recording and auditing
- Cost effective, easy to install and maintain business tool
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