Virtual Observer, a call recording technology suite, offers several enhancements. One of the main features includes a Web-based interface enabling customers to utilize all of the solution’s QA features within any standard Web browser. CSI also overhauled the system’s analytics offering to include powerful user-specific dashboards, company officials said. Coordinated Systems, an Avaya (News - Alert) DevConnect Gold Partner, just released this newest version of Virtual Observer, its call recording and quality optimization suite.

Quality optimization features of Virtual Observer 4.0 include integrated scoring, screen capture, performance and trending reports, e-learning, VO Live for real-time agent monitoring and assistance, and integrated speech analytics.

Leveraging VO4, customers will be able to immediately gain from the luxury of the Web based interface. Any authorized remote supervisor or even authorized customers can access VO from any browser in any location. Users can adopt the new system quickly.

Current users can utilize the interface without issues. The interface has a new design to attract customers. The first release of the Web version would carry the same rich features and benefits of the client-server version.  VO customers can expect ongoing enhancements to VO4. The company will incorporate more aggressive quality optimization features from the agent and customer perspectives.

“We’re pleased to be able to bring this level of sophisticated optimization to the Avaya market at such an affordable entry point and now, with 4.0, an incredible user interface. Virtual Observer has always played very well in all Avaya environments, from legacy systems to global enterprise deployments using DMCC,” said Rich Marcia, marketing director for CSI (News - Alert), in a statement.

Earlier this year, CSI announced Virtual Observer has enabled success at HarperCollins Publishers, a leading English-language publisher in New York. Virtual Observer has become an important means of training new customer service reps, in addition to keeping the experienced reps up to par with company expectations, according to company officials.