Autonomy etalk Qfiniti Observe delivers a reliable recording solution that incorporates the advanced tools needed in today's global, multi and single site customer service centres. Through a single platform, Qfiniti Observe can record all calls for compliance management, or selectively capture voice and desktop activity for quality assurance. Innovative built in coaching features combine with etalk's evaluation, survey, speech analytics and customer interaction assistance tools to ensure that your business delivers true quality performance.

For quality monitoring applications Qfiniti Observe delivers:

• Extensive monitoring functionality with multiple call acquisition options including record-on-demand and live monitor
• Intelligent monitoring techniques to conserve system resources, improve recording quality, and reduce workloads
• Proven, measurable ROI benefits, such as higher productivity, lower agent turnover, and reduced customer churn
• Innovative features including integrated coaching and playback tools
• Centralised administration for reduced IT time and costs

Extensive Monitoring Capabilities
Qfiniti Observe provides a powerful suite of monitoring options that include transaction based recording of voice, screens, or both simultaneously. By capturing an array of activities, Observe allows supervisors to monitor contact points for performance and to examine processes for best practices. Supervisors have the ability to immediately record interactions on demand, or to monitor calls in a live setting. Observe allows agents to activate on-demand recording for help requests, verification of transactions and other business critical events:

• Voice-only recording
• Screens-only recording
• Voice-and-screens recording
• On-demand recordings, by supervisor or agent
• Live monitoring

Intelligent Quality Monitoring
Qfiniti Observe allows contact centres to build true intelligence into their quality monitoring programs. With custom recording plans, Observe's intelligent business rules ensure the relevance of monitored events and improve the variety of recorded calls. Interactions can be recorded based on the source of an incoming call, the responding agent, time intervals, application activity or other telephony and desktop events. Observe employs an innovative presence-based feature that notifies the system when an agent is seated and performing a recordable activity, an approach that reduces management workload and conserves system resources:

• Random recordings
• Telephony CTI triggers
• Desktop triggers
• Integration with Qfiniti Observe EasyLink for application and field based triggering

Pinpointing the Right Call
With customer calls routed across the globe, recording retrieval could easily become complicated and time consuming, requiring searches within numerous archives and servers. The Qfiniti platform removes this burden by providing a single interface and search tool to uncover recordings regardless of where they occurred. Using CTI data from the switch or CRM data attached through the optional EasyLink product, users can quickly search for recordings based on customer data such as account number, social security number or other user information. With the addition of Qfiniti Explore, every recording can also be automatically searched with unprecedented accuracy and speed.

• Custom data attachment
• Advanced search
• Agent call and recording status
• Call classification
• Rules-based archive management

Innovative Playback Features
Using standard multimedia playback controls, Qfiniti Observe lets supervisors play recordings quickly and easily. Synchronised voice and screen playback ensures that both call and desktop activity can be simultaneously monitored for a complete view of agent performance.

Observe offers a range of playback features, including remote telephony playback, optional web-based playback, visual CTI and coaching markers and continuous playback to simplify daily quality monitoring tasks. Observe's multimedia approach uses ports for recording, not for playback, boosting both efficiencies and system capacity.

• Remote phone playback
• Scalable screen playback window
• Visual display of CTI, coaching and audio / screen markers
• Multiple monitor screen capture

Faster, Easier Coaching
Qfiniti Observe provides efficient and effective agent coaching. The player allows comments and playback markers to be directly linked with recordings. In addition to coaching notes, voice comments and screen edits can be used to improve the quality and efficiency of agent coaching. Audio recordings can also be easily exported to be used in eLearning or other training programs. Used in conjunction with Qfiniti Advise, recording segments can be linked to specific evaluation questions to simplify reviews.

• Coaching notes
• Links to evaluation questions
• Integrated voice / screen comments
• Audio export

Compliance logging
With Qfiniti quality monitoring integrates seamlessly with liability and risk recording. Screen recordings can occur randomly on top of call logging, enabling the sampling of customer interactions including a synchronised view of desktop and call activity. Qfiniti coaching tools can dramatically improve agent performance. Integrated coaching comments and markers allow agents to focus on specific behaviours within call segments. In addition to coaching notes, voice comments and screen edits can be used to improve the quality and efficiency of agent coaching.

Speech Analytics
With the addition of Qfiniti Explore every recorded voice transaction, as well as every element within those recordings, is easily searchable with unprecedented accuracy and speed. Explore automates data mining processes formerly performed manually to extend customer satisfaction initiatives beyond the contact centre to the entire business.

VoIP Connectivity
Observe features Voice over IP (VoIP) recording to major telephony providers, including Cisco, Nortel, and Avaya. Qfiniti employs both packet sniffing and API integration, where supported, to offer maximum flexibility in any contact centre environment. Screen recordings are synchronised with VoIP recorded calls for simultaneous playback.

Open-Architecture
Observe can be deployed on industry leading servers such as HP, Dell, and IBM. It also interfaces with the major ACDs and diallers, including Avaya, Nortel, Aspect, Rockwell, Concerto, Alcatel, Cisco, Siemens, NEC, Ericsson, Mitel and more.

Part of the Qfiniti Enterprise Solution
Observe is part of the Qfiniti enterprise solution that helps international, multi and single site operations deliver outstanding customer service and ensure regulatory compliance. This unified, scalable and centrally managed platform enables you to capture call / desktop events and then evaluate and analyse these activities. Combined with Qfiniti's intelligent speech analytics, transaction assistance and survey tools, the solution suite helps companies to improve performance throughout the organisation.