News : Contact Center Software Vendor Enhances Workforce Optimization Solution
Coordinated Systems, Inc. (CSI), is excited to announce the release of several enhancements which enhance the capabilities of the integrated Virtual Observer Workforce Optimization Solution.
For Avaya specifically, CSI leverages our Avaya DevConnect technology status to influence our "Avaya CMS Real-Time Reporting Toolbar", which pulls real-time statistics from Avaya CMS into a Virtual Observer dashboard view which is differentiated for the agent, for the supervisor and for a holistic view of the center. Statistics include "Average Hold Time", "# Calls Taken", "Average Talk Time". "Quality Scores", etc. Custom reports can be created using this tool to grab data from the ACD itself and the Virtual Observer database.
Our Avaya-specific "Surveying" release utilizes DMCC methodologies to create a software-only surveying process, allowing users to create a variety of "Voice of the customer" reports based on the survey feedback as well as additional Virtual Observer data.
CSI has produced a "SalesForce Connector" which allows customers to integrate their Virtual Observer Workforce Optimization Solution with their SalesForce implementation. The integration can be as simple as a mass list of recordings which can be searched, sorted and played directly from the SalesForce user interface, or a dynamic list linked directly to SalesForce Accounts, Contracts, Cases, Tasks and more.
CSI has also taken several steps forward to create a cloud-based solution which operates as a service. Workforce Optimization (WFO) as a service is also available for cloud providers and pure cloud contact centers.
"We are truly excited to continue releasing features which add value for contact centers", said Rich Marcia, Marketing Director for CSI. "Being able to provide a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite is paramount, and fits seamlessly across the entire array of Avaya platforms while providing a high value to customers and business partners.
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About Coordinated Systems, Inc. (CSI):
Coordinated Systems, Inc. delivers enterprise ready call recording and workforce optimization for contact centers. Our robust WFO solution offers Call Recording / Quality Monitoring / Interaction Scoring & Evaluation / Rules-Based Screen Capture / Performance & Trending Reports / Dashboard Analytics / Agent Portal & E-Learning / PCI Compliance / Speech Analytics / Desktop Analytics / Workforce Management / Surveying,
Published: Thursday, October 30, 2014