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News : CSI Introduces Workforce Optimization as a Service
East Hartford, CT, April 29, 2014 -- Coordinated Systems, Inc., (CSI) of East Hartford, CT is excited to announce the release of Virtual Observer "Workforce Optimization as a Service" for contact centers. The cloud service was developed with an Amazon Web Services infrastructure and services built on Microsoft .NET standards.
The Virtual Observer "Workforce Optimization as a Service" offering was developed to function natively within standard emerging cloud technologies. The concept of distributed computing over the internet, or simply "Cloud", has now become a very much in demand and on-demand method for delivering Virtual Observer, traditionally an on-premise call recording, quality monitoring and workforce optimization solution for enterprises, as a service.
After extensive research, CSI decided on Amazon Web Services as the infrastructure of choice for offering cloud managed services. Individual EC2 implementations deliver customer specific sandboxes offering just the right amount of resources componentized for each customer. Scalability is as simple as turning up or turning down resources as needed.
"Our Workforce Optimization as a Service platform is extremely secure," added Dan McGrail. CSI’s VP of Product Engineering. "Besides our own secure encrypted layers, we’re backed by the impeccable reputation of Amazon Web Services (AWS)." With the AWS cloud, not only are infrastructure headaches removed, but so are many of the security issues that come with them. AWS’s world-class, highly secure data centers utilize state-of-the art electronic surveillance and multi-factor access control systems. Data centers are staffed 24x7 by trained security guards, and access is authorized strictly on a least privileged basis. Environmental systems are designed to minimize the impact of disruptions to operations. And multiple geographic regions and Availability Zones allow you to remain resilient in the face of most failure modes, including natural disasters or system failures.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don’t Just Record Your Agents
More Editorial From Coordinated Systems, Inc. (CSI)
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: Wednesday, April 30, 2014