Workforce Optimization Software Featured Article

Virtual Observer Adds to Office 365

April 19, 2017
By Alicia Young - Web Editor

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

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