Workforce Optimization Software Featured Article

Virtual Observer Adds to Office 365

April 19, 2017


Coordinated Systems, Inc. (CSI (News - Alert)) has been known since 1972 as a company that provides solutions that evolve with the times. The company specializes in workforce optimization (WFO) software, and offers a variety of solutions that are meant to improve customer-company relations. Its flagship product, Virtual Observer (VO), is one of the key ways it helps companies get the most out of their workforces.

Virtual Observer is a call recording and quality assurance solution for enterprises and contact centers. It stands out amongst the competition by offering a user friendly feature set that helps companies meet customer requirements, thus improving customer satisfaction.

This solution is a result of CSI’s desire to help customers leverage the cloud. VO Cloud can be used in a variety of ways. The company can provide a fully hosted solution for users, allowing them to use their own server architecture, while also using infrastructure from Amazon Web Services (News - Alert) (AWS). However, it also offers Hosted VoIP recording by working with the customer’s preferred hosted VoIP vendor or hosted contact center provider. On the other hand, VO Cloud can also be used in a hybrid environment by combining its cloud capabilities with traditional PBX (News - Alert) connectivity. According to the company, “This merges an on premise recording approach interfaced with the convenience, scalability and manages services of the cloud.”

Clearly, Virtual Observer has a variety of uses that make it applicable to numerous organizations. Perhaps most beneficial, though, is its ability to work with Office 365. O365 has gained a reputation for helping contact centers and other organizations get the most out of the customer experience. Agents are able to easily boost customer service through multi-channel collaboration. It also provides improvements in scalability, mobility and disaster recovery. As O365 becomes more and more popular, it’s a major selling point that Virtual Observer can be used in an O365 cloud contact center.

There are plenty of benefits to both Virtual Observer and Office 365. However, if you’d like to learn more about how O365 can improve a contact center’s capabilities, be sure to check out the webinar happening today at 2 p.m. EST titled “The power of an Office 365 contact center.”

Edited by Maurice Nagle

Featured Whitepapers

  • Creating Accurate Forecasts in Enterprise Workforce Management
    Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
  • Top 10 Ways To Boost Contact Center Agent Performance
    This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
  • Benefits of Call Recording & Call Monitoring for a Call Center
    This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.