• April 29, 2014

CSI Introduces Virtual Observer Workforce Optimization as a Service

Coordinated Systems Inc. (CSI) has released Virtual Observer Workforce Optimization as a Service for contact centers. The cloud service was developed with an Amazon Web Services infrastructure and services built on Microsoft .NET standards.

The Virtual Observer Workforce Optimization as a Service offering was developed to function natively within standard emerging cloud technologies. It had traditionally been an on-premises call recording, quality monitoring, and workforce optimization solution for enterprises.

CSI is able to deliver screen capture as well as the VO live screen and webcam monitoring feature. CSI has developed a method of file transfer that minimizes the bandwidth needed to capture large amounts of screen activity across the cloud.

"The call recording and call scoring is really where the fun just begins, as you can begin to manage your center's schedules and forecasts, run advanced query searches against indexed audio to isolate trends, and bring your agents into the quality monitoring process with their own login and the ability to respond to evaluations," said Richard Marcia, marketing director at CSI, in a statement. "Everything is now possible for our customers, from an end-to-end virtualized, software-only roll out to custom integrations with their most vital contact center technologies. The floodgates have now opened for unlimited, uninterrupted improvement in the contact center."

Virtual Observer supports an entire partner ecosystem of connectors and applications, from Avaya and Cisco telephony integrations, to Salesforce's API, to complete hosted contact center vendors.

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