VO Integrated Workforce Optimization

535 Mission Street, 12th Floor, San Francisco, CA 94105www.talkdesk.com

WFO-ENABLE YOUR TALKDESK ENVIRONMENT!

INTEGRATED WFO FOR TALKDESK

INTEGRATED OMNICHANNEL RECORDING & QM

A fully realized WFO platform delivering Omnichannel Call Recording, Quality Management, Enterprise Workforce Management, Advanced Speech Analytics and Industry-leading CRM Integrations for Talkdesk Customers.

Virtual Observer, like The Talkdesk platform itself, works to empowers companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk integrated WFO allows you to adapt your contact center to the evolving needs of your customers and teams, resulting in increased productivity, customer satisfaction and cost savings.Recognized by Saddletree Research for Achievement in Workforce Optimization, Virtual Observer was selected over established WFO firms such as the overpriced giants of the industry.

With numerous recognizable cloud contact center implementations, Virtual Observer has established itself as a trusted leader in delivering enterprise-class cloud WFO.

Talkdesk and Virtual Observer provide a powerful contact center WFO solution through a seamless cloud to cloud integration. The Talkdesk Virtual Observer WFO solution will allow your staff to accomplish more, swiftly creating better customer experiences.

Virtual Observer includes integrated omnichannel recording and quality management and is easily expanded to include enterprise workforce management or advanced speech analytics. This allows Talkdesk to deliver the most comprehensive set of integrated WFO tools needed to elevate contact center performance.

The Virtual Observer (VO) Integrated Call Recording and Quality Management solution includes an intuitive, bundled set of quality management tools for your contact center, integrated with Talkdesk’s call recordings to provide an affordable method of boosting agent performance. Users will be up and running quickly, even as the system scales to the furthest reaches of your enterprise.

The building blocks of any successful quality management solution starts with captured interactions, whether they be audio, screen, chat, email, etc. Virtual Observer’s integration with Talkdesk is designed to leverage automatic call recording capabilities inherent in Talkdesk’s solution. Talkdesk recorded audio is imported to Virtual Observer via web services along with associated Talkdesk metadata, allowing calls to be searched for, evaluated, phonetically indexed, and

more. The calls are then automatically synchronized with recorded screen captures and even agent webcam video to recreate the entire interaction. Historical data collection and agent state data used for WFM forecasting, scheduling and adherence, is also automatically populated into Virtual Observer from Talkdesk.

This integrated Talkdesk solution allows for a synchronized, robust, integrated workforce optimization solution without the added footprint of additional recording architecture, allowing for highly competitive price points for Talkdesk customers. From there, Virtual Observer’s quality management component gives you the ability to score the customer interactions, enhance your agent review process, and shape the evolution of your contact center staff.

WFO-ENABLE YOUR TALKDESK ENVIRONMENT!

ENTERPRISE-READY INTEGRATED WORKFORCE MANAGEMENT

Virtual Observer Community WFM for Talkdesk environments provides a powerful, enterprise-ready workforce management solution. With rapid implementation, you’ll realize a faster return on investment. Plan, optimize and manage with a single solution that’s interactive and customizable for end users. Expand to multiple locations with ease as Virtual Observer Community is extremely scalable and flexible. The solution is strategic in addressing staffing concerns, utilizing a proactive approach, ensuring that optimal productivity is maximized, while still meeting the scheduling needs of your employees. Virtual Observer Community allows you to answer not only your most important everyday staffing questions but also the unexpected strategic questions which may arise:

POWERFUL WFM FEATURES - Five different forecasting methods- Single and multi-skill forecasting - Culturally sensitive rules-based scheduling with agent preferences- Extensive report library- Schedule optimization- Automatic reforecasting- Multiple channels available to communicate schedule changes and requests- Interactive Agent Shift Bidding

DIFFERENCE MAKERS - Real-time agent adherence- Data Targeting – integrate payroll systems and external applications- Mobile App with interactive notifications- ASAM - automated agent arrival and attendance tracking- ASAP - automated schedule adjustments- “Steps to Success” implementation ensures optimal training delivery- Reduces complexity found in legacy WFM platforms- User-friendly Intraday management tools

• What if staff levels were right-sized based on demand?• How many more agents will we need if our call volume increases

by 10%?• What if we offered a different grade of service on Monday than

we do on Tuesday?• What if we offered our agents split or 4/10 shift types?

HANDLE THE FOLLOWING CHALLENGES WITH EASE:

Benefits of Using Virtual Observer For QM

100% of Talkdesk calls are captured and dynamic querying allows your supervisors to quickly view which calls should be scored

Real time dashboard analytics bring visual attention to your most important metrics

Business rules allow for you to specifiy the search criteria required to save valuable time and get the data you need to measure success

Evaluate, score and train using recorded omnichannel events

Watch multiple agent screens and scan for agents who require assistance

View agent body language & behavior during customer interactions

Agents can reply to Supervisor evaluations and collaborate on ways to improve

Benefits of Using Virtual Observer Community WFM

Five different forecasting models allow for dynamic flexibility and what-if capabilities

Agents are empowered to respond immediately when they receive shift notifications

Deep insights into adherence trends allow supervisors to quickly make adjustments

Users can access reporting and features from any location or device

Real time and historical data from Talkdesk fuel actual and predictive contact center volumes

Easy to use interface allows for faster onboarding and hands-on mastery

Scalability allows system to grow as you do, whether it’s seasonal or planned

Virtual Observer Advanced Speech Analytics automatically transcribes and analyzes all customer-to-agent communications, then sends detailed reports to those on your team who need them the most. Whether you want to dive deep into a specific conversation or cast a wide net on all customer communications, Advanced Speech Analytics provides you with insights on what your customers need and care about the most—all automatically.

With Virtual Observer Advanced Speech Analytics, you can easily evaluate agent performance per conversation or by assessing an agent’s entire conversation history. Boost agent morale by identifying and rewarding top performers or support underperforming agents by discovering oversights in your training process. Ensuring your agents are best prepared for what customers throw at them helps make their jobs easier—and faster—to complete.

Virtual Observer Advanced Speech Analytics uses trend analysis and emotion detection to discover the things that frustrate or interest customers the most. These insights help you better anticipate, prepare for and act upon customer needs, increasing satisfaction and loyalty.

• Discover actionable insights automatically• Saving your customers time and your business money• Automatically transcribe & analyze• Discover hidden insights on what your customers really

need

Emotion DetectionDuring a call, Virtual Observer Advanced Speech Analytics keeps track of anger or frustration, monotony, interruptions in the conversation, periods of silence and more. Each of these metrics shows where improvements may be made to increase customer satisfaction—and can help you discover hidden insights and trends in customer needs. ersation.

High Transcription AccuracyVirtual Observer Advanced Speech Analytics offers higher accuracy than competition bytranscribing agent and customer channels separately. Typical minimum transcription accuracy is 80-85% per channel, though some projects reach as high as 95%. Because Advanced Speech Analytics transcribes all communications, this generates a large amount of automatically indexed and easily searchable conversation data for you.

Category IdentificationOur topic identification feature automatically evaluates the content of your calls, then classifies them based on specific categories. This makes organizing conversations much easier, as supervisors can immediately eliminate irrelevant or unimportant calls from query results. This helps them save time and focus on more urgent tasks.

Trend AnalysisBy focusing on the most-used words and phrases over time, Virtual Observer Advanced Speech Analytics discovers trends in conversations. In addition to exposing your customers’ top concerns, this data helps track changes in customer perceptions and expectations over time. With a guided search feature, managers can easily find out what’s happening in their call centers.

WFO-ENABLE YOUR TALKDESK ENVIRONMENT!

ADVANCED SPEECH ANALYTICS FEATURES AND CAPABILITIES

WFO-ENABLE YOUR TALKDESK ENVIRONMENT!

INDUSTRY LEADING CRM INTEGRATIONS

With CRM connectors for Virtual Observer, there is no need to use multiple applications. All your WFO and WFM features are now completely baked into the ap-plications themselves. Agents and Leadership will both find these differentiating capabilities will unlock the true potential of Workforce Optimization within your contact center!

The integration can be as simple as a mass list of recordings which can be searched, sorted and played directly from the CRM user interface, or recordings linked directly to their Accounts, Contracts, Cases, Tasks, Tickets and other transactions. The Virtual Observer CRM Connector enables users to launch re-corded interactions right from any transaction record. As one of the first contact center providers to engineer integration of CRM with Workforce Optimization this deeply, the possibilities for extensibility are endless.

Virtual Observer offers various connectors to external data sources to meet customer needs. Whether look-ing for data to make intelligent routing decisions, pass agent notes, call recordings, chat transcripts, or screen captures into a platform to centralize the information, we can work together to identify the settings that are right for your business needs.

Key Future Considerations

ADVANCED SECURITY

The Virtual Observer and Talkdesk Workforce Optimization solution offers stop and start recording capabilities to prevent Sensitive Account Data (SAD) and Primary Account Number (PAN) from being captured during recording. This process satisfies sections 3.2 and 3.4 of the PCI-DSS Specification, preventing the storage of SAD and PAN even if encrypted. Virtual Observer provides multiple methods of protecting your sensitive data as well as powerful analytic redaction options.

PROFESSIONAL SERVICES AND IMPLEMENTATIONS

Stellar onsite training programs, unlimited webinar training offerings, optimization consulting, responsive support and more are structured to make the launch of your quality management experience a success and your entire team will shine as heroes of the organization.

The Virtual Observer “Voice of the Customer” Web Survey is an omnichannel vehicle used to capture the voice of your customers and gain better insight into the experience you are providing. VO Surveys will deliver immediate feedback on products, service levels, brand perception and more. VO Survey’s unique delivery methods leads to greater participation. VO Survey sends an email or SMS to the customer with a link to the survey, immediately following the call. The survey can be quickly completed

SURVEYING

Virtual Observer Community WFM Data Targets are an automated and simplified data import and export service to interface with external applications such as payroll and other data without requiring expensive professional services.

DATA TARGETS

This mobile application empowers agents by providing unmatched visibility and transparency. Interact with the new generation of workers in the ways they prefer to communicate. Agents using the mobile app can: View their schedules, “Call-in” sick, Receive notifications and accept or decline offers for schedule over and under time, View adherence to KPIs, Notify analyst and supervisors of unplanned late arrival, Request time-off and more.

VO COMMUNITY EVERYWHERE