WFO-Enable Your Contact Center with Integrated ServiceNow for Virtual Observer
We integrate with today’s leading cloud CRM/ERP tools, such as ServiceNow, in a way that allows contact centers to operate one seamless technology platform fully integrating all aspects of CRM/ERP and WFO together in a single platform. We offer a truly integrated environment, where your users are able to access Virtual Observer right from within the ServiceNow user interface.
Virtual Observer (VO) is a Workforce Optimization (WFO) Solution designed speciﬁcally for the cloud-enabled, modern Contact Center. Our solution oﬀers Omni-Channel Recording, Quality Management, Workforce Management, Speech Analytics, Customer Satisfaction Surveys and may other features commonly available in today’s leading WFO platforms.
What separates CSI and Virtual Observer from the rest, is our ability to integrate with today’s leading cloud CRM/ERP tools, such as ServiceNow, in a way that allows contact centers to operate one seamless technology platform fully integrating all aspects of Uniﬁed Communications, CRM/ERP and WFO together in a single platform.
The main objective of the Virtual Observer ServiceNow Connector is to oﬀer the WFO capabilities within the ServiceNow user interface itself thus creating a seamless user experience. The core of these WFO capabilities are recorded interactions between contact center agents and customers. These interactions may have occurred within ServiceNow, such as its existing Chat, Email and Telephony capabilities, or outside of ServiceNow in a diﬀerent suite of Contact Center Technology, such as Enterprise Uniﬁed Communications, Legacy Telephony or Chat Bots.
Empower Your Agents
Empower your Agents through the embedded Agent Portal which oﬀers access to agent side features such as Evaluations, Reviews, Recordings, Customer Satisfaction Surveys, Schedules, Shift Bids, Center Stats and much more.
Empower Your Leadership
Empower your Leaders with a robust, full featured, embedded WFO Suite oﬀering access to powerful Analytics, Customer Satisfaction Surveys, Quality Monitoring, Speech Analytics and much more.
Workforce Management Forecasting & Scheduling
The Virtual Observer Work Force Optimization Solution oﬀers Work Force Management (WFM) capabilities for Contact Center Forecasting and Scheduling. Data Capture is possible via REST, SOAP, CTI, CDR, Database, Open API’s, Proprietary API’s and many other methods including the latest cloud technologies and legacy standards. Virtual Observer is over 2 decades strong and will capture your task data no matter where they live, be that in ServiceNow or some other Technology Suite.