Virtual Observations

March 20, 2018

7 Ways to Humanize Your Contact Center With WFO

In no particular order… – Compliment your self-help tools with real human availability. Build rapport with your best customers. One of the ways you can ensure this develops over time is […]

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January 16, 2018

WFO and CRM connectors for your enterprise

CSI has created extremely useable integrations for three leading CRM/ERP applications with Virtual Observer: Salesforce Zendesk Oracle Service Cloud With these integrations, our customers can get their work done faster […]

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December 5, 2017

Virtual Observer wins the 2017 Award for Achievement in Workforce Optimization

Coordinated Systems, Inc. is pleased to announce it has received Saddletree Research’s Kachina Award™ for its Achievement in Workforce Optimization for the Virtual Observer WFO platform. CSI’s flagship product, Virtual […]

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September 7, 2017

CSI provides Avaya customers with unique call recording for complex, mixed Avaya dialer environments

Virtual Observer Workforce Optimization (WFO) with Avaya Proactive Outreach Manager Integration and Proactive Contact Dialer support provides unrivaled call recording capabilities for environments using both dialers. Coordinated Systems, Inc. (CSI) […]

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August 2, 2017

Virtual Observer Delivers the Engaged Agent

In order for our customers to achieve enterprise goals, contact center management teams need to ensure their agents are performing up to industry standards. CSI offers a set of agent […]

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What Our Customers Are Saying...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”