Virtual Observer Community Workforce Management Delivers Best of Breed Workforce Management Capabilities for Contact Centers

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Coordinated Systems, Inc., of East Hartford, CT, leverages an established workforce management technology to add proven agent adherence and schedule optimization features to the Virtual Observer call recording and workforce optimization solution.

Virtual Observer Community Workforce Management

Virtual Observer Community Workforce Management

Our customers’ workforce management teams can now easily execute schedule and forecasting strategies with just a web click.

Coordinated Systems, Inc. is pleased to introduce Virtual Observer Community Workforce Management, the newest component in the Virtual Observer call recording and workforce optimization suite.

Virtual Observer Workforce Management is an established technology which enables contact centers to produce an optimized work schedule, forecasted schedules, adherence reporting, shift bidding, and much more, at an aggressively low cost of ownership. VO Community WFM uses five different forecasting methods using various combinations of Erlang, historical data and other algorithms to meet a wide range of unique requirements.

Coordinated Systems, Inc., established in 1972, was being asked by customers and partners alike to find a reliable workforce management partner which would help to round out the Virtual Observer workforce optimization suite. The search for a workforce management technology was a long one. As a must-have, the technology must scale to enterprise-class implementations at a price which removes any and all barriers of entry. It must be easy to use and easy to integrate-with.

"Community was hands-down the right workforce management option for us, our customers and our partner channel. Community WFM now tops off our workforce optimization solution, instantly making Virtual Observer a logical choice for contact centers who not only want to record and evaluate their customer interactions, but also make sure the right agents are in the right seats at the right time, and all at the right price," offered Rich Marcia, marketing director for CSI. “Our customers’ workforce management teams can now easily execute schedule and forecasting strategies with just a web click.”

“The ability to adopt multi-site or virtual agents on demand will be attractive to customers,” Marcia added. “As with Virtual Observer, full version upgrades are included as part of standard maintenance.” Community WFM is openly architected, completely browser-based and utilizes similar development platforms and database formats as VO. “We wanted to work with a technology which is open and easily integrates with the leading market-share pbx vendors, such as Avaya and Cisco, but also the NECs, Mitels, Siemens and standard SIP platforms as well. Both technically and strategically, Virtual Observer Community WFM is a no-brainer from an IT perspective,” said Dan McGrail, CSI’s Director of Product Development.

Virtual Observer Community WFM is an enterprise workforce management solution which is responsible for delivering unique tools to schedulers, supervisors and agents. The application can be easily customized for enabling or disabling any of the hundreds of features which are available in the solution. The solution also caters to the agent, offering a virtual agent swap board and interactive agent bidding. “It’s a natural compliment to our Agent Portal features,” Marcia added, “allowing for the contact center agent to improve their performance even faster, while enabling them to participate in making the perfectly optimized schedule.”

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.

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Rich Marcia
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