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News : CSI Releases Features and Licensing for Avaya Contact Center Customers
East Hartford, CT, Oct 29, 2014 -- Coordinated Systems, Inc. (CSI), is excited to announce the release of several Avaya-specific innovations which enhance the capabilities of the integrated Virtual Observer Workforce Optimization Solution. Beyond Avaya, Virtual Observer also supports nearly all telephony environments, including hosted and cloud contact center environments.
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. Powerful custom reports can be created using this tool to grab data from the ACD itself and the Virtual Observer database.
"We are truly excited to continue releasing features which add value for Avaya 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 Avaya customers and business partners.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Tools, Providers, Culture
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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,
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Friday, October 31, 2014