Companies today must interact with customers through many different mediums such as voice, fax, web, and e-mail. A well-managed Contact Center gives companies a competitive advantage in the marketplace, while increasing their efficiency and improving the quality of their customer interactions. ObserveCTI™ automates Call Center management by providing selective voice and data recordings without the need for a proprietary voice logger or quality assurance tool. All recordings are categorized and stored for later playback directly from your PC, a remote location, or any touch-tone telephone.

ObserveCTI™ is a non-proprietary multimedia server-based system running on Microsoft® Windows® NT or 2000 that integrates with your existing PBX/ACD system to automate voice and data recordings. The open architecture design is unique and does not require CTI connectivity. ObserveCTI™ is a LAN/WAN based Client/Server technology that supports all major PBX/ACD systems and Oracle and SQL databases.

• Cost effective and easy to install and maintain
• Automates the monitoring and evaluation process
• Generates fair and concise reports
• Identifies agent strengths and weaknesses as well as training needs, resulting in increased staff morale and reduce turnover