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 01, 2021

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What is Virtual Observer?

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 ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Virtual Observer's typical customers?

The typical customers include the following business size: SMBs.

Is Virtual Observer the best Call Center?

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

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

  • Virtual Observer is easy to learn for new users.
  • Virtual Observer provides enough customization features as well as the integration features.
  • Virtual Observer is cheap compared to its customers.

What are Virtual Observer's cons? (1 cons)

  • Virtual Observer is not flexible.

Who are their main alternatives?

The two major competitors of Virtual Observer are LiveAgent and Newfies-Dialer. Virtual Observer is both cloud-based as well as on-premise call center while LiveAgent is a cloud-based call center. Virtual Observer is designed for businesses of all sizes, while LiveAgent is designed for medium and small businesses.

Virtual Observer has features such as desktop analytics, agent adherence, forecasting tools necessary for businesses, and advanced scheduling, which are absent in LiveAgent. LiveAgent has features such as document storage, interaction tracking, and IT assets management, which are unavailable in Virtual Observer.

Virtual Observer is both cloud-based as well as on-premise call center while Newfies-Dialer is a cloud-based call center. Virtual has online ratings of 4.3 while Newfies-Dialer has online ratings of 4.5.

Virtual Observer has features such as desktop analytics, agent adherence, forecasting tools necessary for businesses, and advanced scheduling, which are absent in Newfies-Dialer. Newfies-Dialer has features such as document storage, interaction tracking, and IT assets management, which are unavailable in Virtual Observer.

What is the cost of Virtual Observer?

The cost of license starts at $20,000 per license. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? 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). Find here the REAL total cost breakdown for Virtual Observer

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.

Is it the right software for you?

Virtual Observer is developed for businesses in diverse industries for employee performance analysis and agent monitoring. Virtual Observer works well in small businesses, medium businesses, and large enterprises with many employees. Industries ranging from insurance, finance, manufacturing, and tourism can all use the software to manage their employees.

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.