Maturity of Virtual Observer Community Workforce Management Solution is a Result of Experience and Synergy

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Workforce Management Software Group (WFMSG), fresh off exhibiting at the Software for Planning Professionals (SWPP) annual conference last week, and Cooordinated Systems, Inc. (CSI) are two call center technology firms who both have accomplished much in their respective spaces, now working together to deliver an incredibly mature workforce management solution, Virtual Observer Community WFM.

Virtual Observer WFO

Virtual Observer WFO

In the recent years we’ve seen VO move swiftly to leverage virtualization in many environments, and we’ve created a web-based interface. The global footprint will continue to be flattened, as will our customers’ cost of ownership.

Coordinated Systems, Inc. (CSI), a veteran-owned technology company, was started in 1972 and continues to thrive, innovate and disrupt the contact center space with their bundled, scalable workforce optimization solution, Virtual Observer (VO).

Back In 1995, WFMSG launched their first consultancy, which was dedicated exclusively to WFM systems and practices. They offered a wide range of services, including acquisition support, deployment, and optimization services across all product lines. WFMSG was a recognized “Best Practices” leader and they were also regarded as highly reputable industry speakers.

WFMSG attracted a who’s who of customers to their consultancy: SBC, MetLife, Fidelity Investments, TD Canada Trust, BCBS TX,NM, IL. City of New York, APAC, Australian Phone Company, to name a few. They also worked with the entire workforce management market – Genesys, IEX, Blue Pumpkin, GMT , Cybernetics, Pipkins, etc., providing them with consulting services. In 2001, WFMSG was retained by Symon Communications to architect a world class WFM system, which eventually became what is known as Community today.

Community workforce management release 4.0 debuted at the 11th annual SWPP conference in Nashville last week. Nearly 500 attendees were at the event and many stopped by WFMSG’s booth to witness how the new release has taken Community off the desk top and leverages mobile communications. Community WFM now enables schedulers to broadcast targeted messages on multiple channels to agents both in and out of the office. "The new version includes intelligence to isolate targeted groups of the agent population, on their channels of choice and thru two way, carrier independent mobile messaging execute hundreds of schedule changes in just a few entries," said Daryl Gonos, one of WFMSG's founders. "We predict that this optimization of the intraday management process will quickly become a standard in the industry, " added Gonos.

In the mid 90s, CSI looked to the call center space as an emerging market. The call recording industry was comprised of call logging companies or quality monitoring specialists. CSI went on to create the first blended Logger / Quality Monitoring model by offering the ability to record audio and screens, thus pioneering a new marketplace which merged the “Legal, Liability Recording” and “Quality Assurance” industries, evolving into today’s Virtual Observer call recording and workforce optimization suite. “In the recent years we’ve seen VO move swiftly to leverage virtualization in many environments, and we’ve created a web-based interface. The global footprint will continue to be flattened, as will our customers’ cost of ownership,” offered Rich Marcia, Marketing Director for CSI.

Virtual Observer Community WFM boasts a very easy-to-use and sophisticated user interface and is deeply integrated within the Virtual Observer (VO) workforce optimization. “We’re bringing an array of integrated features which differentiate us from less mature workforce management (wfm) applications in the marketplace. From right in the main VO interface, a supervisor can glance at agent adherence levels, make scheduling inquiries, view forecasts and more. From within our Agent Portal, agents can view their schedules, request shift swaps and more. The VO Community WFM solution offers the most robust set of wfm features on the market – and they’re all bundled together in the core workforce management package,” added Marcia. “The strength and maturity of the integrated VO Community WFM solution is a direct result of the combined histories and hard work of both CSI and WFMSG.” VO Community WFM is available directly from CSI or through select channel partners in the Avaya, Cisco, and other telephony markets.

About CSI
Coordinated Systems, Inc., (CSI), enjoying our 40th year in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.

The Workforce Management Software Group, Inc. is the developer and provider of the Community workforce management solution. Community is delivered with a multi-channel communications gateway, installs and integrates with multiple platforms in just a few hours and provides elegant features and active web portals for schedulers, supervisors and contact center agents. Community is openly architected and integrates readily to seamlessly combine with third party applications to add greater value to other workforce optimization components.

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Rich Marcia
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