Workforce Optimization Software Featured Article

Virtual Observer Flying High with Workforce Optimization Award

December 05, 2017
By Maurice Nagle - Web Editor

In the 1700s, the lead ship would fly a unique flag so the convoy knew which boat to follow. This notion evolved over the years in to a term we are more than familiar with today, flagship product. As a firm’s flagship product should set the course, and in today’s omnichannel, digital era this means feature-rich, robust performance.

Today, CSI’s (News - Alert) flagship Virtual Observer proved its leading the way with the announcement of earning a Kachina Award for Achievement in Workforce Optimization. The comprehensive, cloud-friendly workforce optimization software solution aids in improving the customer experience, agent management and overall efficiency.

“For this year’s Kachina Award for Achievement in Workforce Optimization, Coordinated Systems, Inc. (CSI) presented a description of their comprehensive, cloud-friendly workforce optimization (WFO) solution that provides users an array of ready-made integrations with CRM solutions and other enterprise systems. CSI’s flagship offering, Virtual Observer, impressed the judging panel with its overall capabilities, including advanced analytics for contact centers of all sizes," said Paul Stockford, Chief Analyst at Saddletree Research and a member of the Kachina Award judging panel. “Virtual Observer also includes features that support employee engagement, making it a timely and worthy solution for this year’s Kachina Award.”

Saying Virtual Observer is feature-rich, is selling the workforce optimization solution short. The judging panel pointed out a number of standout capabilities the offering brings to fore. Reliable omni-channel recording and playback that also includes user friendly search as well as industry leading quality monitoring features like real-time agent assistance, screen capture, performance reporting and evaluation. In addition, Virtual Observer touts an innovative playback feature that supports real-time webcam monitoring and is able to sync recorded webcam capture with recorded audio and screens to give contact center management a more complete review experience.

Contact center solution providers are taking notice of the cloud-friendly solution’s performance, which is making it a popular add on to even some of the most robust offerings on the market. Today’s award further solidifies CSI’s market position, with a panel of independent customer service professionals and contact center industry experts delivering the honors.

What workforce optimization software is in your contact center?  

Edited by Mandi Nowitz