Virtual Observer Review - why 3.1 stars?

Virtual Observer Review
ITQlick Score: 87/100
ITQlick Rating: (3.1/5)
Pricing: 5.8/10 - average cost
Category: Call Center -> Virtual Observer
Ranking:Ranked 11 out of 240 Call Center systems
Company: Coordinated Systems
Pricing: starts at $20,000 per license
Typical customers: SMBs
Platforms: Desktop, Cloud
Links: Virtual Observer pricing, Virtual Observer alternatives

Shlomi LaviShlomi Lavi / updated: Jun 16, 2022

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What is Virtual Observer and its features?

Virtual Observer is a cloud-based and an on-premise call recording and call monitoring software. Virtual Observer is suitable for the cloud-based platform that offers various services, which include desktop analytics, agent adherence, forecasting tools necessary for businesses, and advanced scheduling.

Other features include screen capture that is based on rules, performance reporting, eLearning, and evaluation and scoring. Virtual Observer can be used in various industries and businesses of all sizes. Virtual Observer provides functionalities such as performance reporting and real-time agent monitoring. CSI is the company that develops and distributes Virtual Observer. The company is based in the United States.


What is Virtual Observer rating?

The rating of Virtual Observer is 3.1 stars out of 5 and the total score is 87 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Who uses Virtual Observer?

The typical customers include the following business size: SMBs.

Is it easy to use?

Yes, Virtual Observer makes it fairly easy to use. This product is user friendly and intuitive.

Is Virtual Observer cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

No, currently Virtual Observer can't be accessed on mobile, you would need to access it from your computer.

Is Virtual Observer the best Call Center system?

Virtual Observer is ranked 11 out of 240 software in their category (Call Center systems).

What are Virtual Observer's pros? (3 Pros)

  • Five9 is an easy-to-use call center platform and is highly scalable
  • The software has powerful customization features for users to adapt it to the needs of their organization
  • Five9 has a reliable web-based platform that hardly experiences crashes

What are Virtual Observer's cons? (2 cons)

  • The predictive dialer on Five9 sometimes classifies ANI numbers as spam
  • The platform has a steep learning curve for new users

Who are their main alternatives?

Five9 is a cloud-based call center and customer experience solution, and its top competitors are Aircall, Talkdesk, Genesys Cloud CX, and CloudTalk. Based on the following key categories, Five9 is compared to its top alternatives below:
  • Cloud/On-premise: Five9 is a cloud-based call center solution. In comparison, all the top alternatives of Five9 are fully cloud-based call center solutions.
  • Cost: Five9 pricing starts at $149 per concurrent user per month. Add-ons are available, but there are no free plans or trial offers. In comparison, Talkdesk pricing starts at $75 per month, Genesys Cloud CX pricing starts at $75 per month, Aircall pricing starts at $30 per month with a minimum of three users, and CloudTalk pricing starts at $25 per month. All pricing plans are based on a per-user model, and a free trial is available on CloudTalk and Aircall.
  • Customers/Industries: Five9 serves clients across all industries like legal, finance, etc., targeting sales and telemarketers, outsourcers, debt recovery operations, customer service teams, etc. In comparison, Five9 and its top alternatives target similar customers and industries. Aircall and CloudTalk target customer-centric companies, and Talkdesk and Genesys Cloud CX have plans for companies in hospitality.
  • Functionality: Five9 has features common to contact center software, such as call center tools, workforce optimization, workflow automation, etc. Compared to its top alternatives, Five9 has features like screen pops and at-home agent capabilities which none of its top competitors offer.
  • Popularity: Five9 is a leading provider of contact center solutions to over 2,000 global companies. In comparison, Talkdesk serves big brands like Fujitsu and IBM, and Genesys Cloud CX serves customers in over 100 countries, including big names like Lenovo and Microsoft. Also, Aircall has over 10,000 customers, and CloudTalk powers over 2,500 call centers and phone systems.
  • Scalability: Five9 is a call center solution for small, medium, and enterprise organizations. In comparison, all the top alternatives of Five9 are equally scalable solutions.
  • Support: Clients that use Five9 can access support through the following channels: phone, email, and live chat. Compared to its top alternatives, Five9 does not have a knowledge base support channel like CloudTalk and Aircall.

What is the cost of Virtual Observer?

Five9 has acquired Virtual Observer and integrated the platform into its contact center offering. Five9 pricing is based on its Solution Bundle offerings, namely Core, Premium, Optimum, and Ultimate. Pricing is billed per concurrent user, and no free version or trial is available. Add-ons are also available.

Core Bundle pricing starts at $149 per month and supports thousands of agents globally, plus real-time reporting and administrative tools. Premium Bundle pricing starts at $169 per month and covers all Core Bundle features plus omnichannel support and essential quality management.

Optimum Bundle pricing starts at $199 per month, and it has all Premium Bundle features plus workforce optimization. Ultimate Bundle pricing begins at $229 per month, and it has all Optimum Bundle features plus analytics and workflow automation tools.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 5.8 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Virtual Observer. You can also find here pricing information from Virtual Observer's website.

What should you ask Coordinated Systems during a demo session? (65 questions)

Schedule a demo with Virtual Observer and access 65 must ask questions for the vendor while watching Virtual Observer in action. Visit the vendor's website here.

Where Virtual Observer is used?

Five9 is a cloud-based call center solution that serves clients across several industries, including collection companies, telemarketers, sales, finance, legal services, outsourcers, etc. The software is suitable for small, midsize, and large-scale organizations. Under Armour, Athenahealth, and Regent University are some big names that use the Five9 solution.

List of categories

Data Analysis Tools
Call Recording
IVR
Call Center
Workforce Management
Quality Management
Chat
Voice Recognition

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Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.