Robust WFO Solutions

CSI is a DevConnect Technology Partner since 2008.

Supporting all Avaya platforms for recording and WFO options with bulletproof implementations.

Our robust WFO options include call recording, screen capture, Surveying (Delivered “Headless” via DMCC) quality monitoring, performance reporting, CMS Toolbar, e-learning, speech analytics, workforce management, desktop analytics and more.

Avaya-certified Virtual Observer (VO) supports recording technologies for all models of Avaya Phone Systems, including enterprise scale models such as S8700, Voice over IP systems such as IP office, legacy systems such as the Definity, and more.

VIrtual Observer also offers the most flexible DMCC recording methodologies in our space, including:

  • 100% DMCC Call Recording
  • Selective DMCC Recording
  • On-Demand DMCC Recording
  • Service Observe DMCC Recording
  • Single Step Conference DMCC Recording
  • Dual Registration DMCC Recording

Additional recording methods available:

  • Selective recording through analog service observe
  • 100% recording through extension side tapping
  • 100% recording through trunk or t1 tapping
  • 100% VoIP Logging (Passive Packet Sniffing/Port Mirroring)

The following Avaya communications components are supported for integration:

  • Avaya Aura
  • Avaya AES (Application Enablement Services)
  • Avaya Communications Manager
  • Avaya Interaction Center
  • Avaya Contact Center Express
  • Avaya Customer Interaction Express
  • Avaya G Series Media Gateways
  • Avaya Unified Communication Center
  • Avaya IP Office platforms
  • IP Office Native
  • IP Office Avaya Contact Center Select
  • IP Office Contact Center
  • IP Office Voice Mail Pro

Virtual Observer supports the following models of Avaya Phone Systems:

  • Avaya 4200
  • Avaya OmniPCX 4400
  • Avaya OmniPCX Enterprise
  • Avaya ACD System
  • Avaya DEFINITY 2 wire
  • Avaya DEFINITY 4 wire
  • Avaya DEFINITY 4 wire (5ESS Ext.)
  • Avaya INDeX
  • Avaya S8300 2 wire
  • Avaya S8300 Server
  • Avaya S8400 Media Server
  • Avaya S8500 Media Server
  • Avaya S8710 Media Server
  • Avaya S8720 Media Server
  • Avaya S8730 Server
  • Avaya Merlin Magix
  • Avaya Merlin Magix MLX (BRI)
  • Avaya Agent Desktop
  • Avaya IP Hard Phones
  • Avaya Communicator Soft Phones
  • Avaya 500V2 TDM Phones.

If your Avaya model is not listed, it may still be supported or engineered…please consult with your account representative with any compatibility questions!

Coordinated Systems, Inc., is an Avaya DevConnect Technology Partner

Read the latest Avaya-CSI success story and see how Virtual Observer was able to automate the quality initiative for a twenty-three center enterprise.

What Our Customers Are Saying...

“We utilize the Speech Analytics features, which has really paid off for us so far.  The ability to search by key words has eliminated the hunt and peck method we used previously.  One of the other features we love is the screen capture and live desktop monitoring that enhances coaching and praise opportunities. I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!”

‐ Kara Fitzgerald
Logix Federal Credit Union