CSI’s enterprise contact center workforce optimization (WFO) platform, Virtual Observer (VO), delivers a cloud-friendly WFO offering that assists customers with improving efficiency, simplifying the management of agents and exceeding customer expectations.
"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."
The award recognizes outstanding innovation and market leadership as determined by a panel of independent contact center industry experts and customer service professionals.
"We are honored to receive Saddletree Research Award for the ‘Workforce Optimization’ category. Winning this award helps tremendously to validate our commitment to providing a cloud-ready solution with amazing implementations and customer success. This award is extremely important to us as it represents the highest level of feedback from industry experts including journalists, analysts and contact center leaders," said Rich Marcia, Marketing Director for CSI.
The competition for the Workforce Optimization award was incredibly steep and included all of the expected companies, whom ended up taking home some of the other awards, including Verint for "Achievement in Self-Service Solutions", NICE for "Achievement in Robotics", Calabrio for "Achievement in Employee Engagement" and Aspect for "Achievement in Emerging Customer Service Solutions".
About Coordinated Systems, Inc. (CSI):
Coordinated Systems, Inc. delivers enterprise ready call recording and workforce optimization for contact centers.
Published: Wednesday, December 13, 2017
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
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