News : Introducing Workforce Optimization as a Service
The Virtual Observer WFOaaS 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.
CSI selected Amazon Web Services (AWS) as the infrastructure of choice for offering cloud managed services. Amazons Elastic Cloud Compute (EC2) delivers a cost effective, high availability, Infrastructure as a Service (Iaas) model. 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. Turn on what you need, pay for what you use, nothing more.
CSI is able to deliver screen capture as well as the VO live screen and webcam monitoring feature as part of the included Virtual Observer WFOaaS experience.
"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 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.
Virtual Observer supports an entire partner ecosystem of connectors and applications, from Avaya and Cisco telephony integrations, to Salesforce’s API, to complete hosted contact center vendors. "Everything is now possible for our customers, from an end-to-end virtualized, software-only roll out, to custom integrations with their most vital contact center technologies," Marcia added, noting "the floodgates have now opened, for unlimited, uninterrupted improvement in the contact center."
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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: Thursday, May 1, 2014