ObserveCTI™ automates the management process by providing you business a quality assurance tool; providing business-drivern, selective/intelligent voice and data recrodings 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 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 also has the ability to chat with the agent and send valuable training material to the agent during and after a call. The supervisor can be alerted to pre-defined events as they happen. All supervisors have access to performance reports to analyze and evaluate individual agents, groups or auditors. With Cacti’s ObserveCTI™, improving the quality of interactions with your customers and your agents has never been easier.ObserveCTI™ Highlights Include: Intelligent Selective multimedia recording.

ObserveCTI™ Highlights include: