Coordinated Systems Introduces the Virtual Observer Community Workforce Management

Coordinated Systems, a provider of workforce optimization, call recording and quality monitoring solutions for contact centers, recently unveiled the newest component in the Virtual Observer call recording and workforce optimization suite, the Virtual Observer Community Workforce Management.

An established technology, Virtual Observer Workforce Management allows contact centers to produce an optimized work schedule, forecasted schedules, adherence reporting, shift bidding and much more at an aggressively low cost of ownership. It is easy to use and easy to integrate with.

In order to meet a wide range of unique requirements, VO Community WFM uses five different forecasting methods using various combinations of Erlang, historical data and other algorithms.

Rich Marcia, marketing director for CSI (News - Alert), said in a statement, "Community was hands-down the right workforce management option for us, our customers and our partner channel. Community WFM now tops off our workforce optimization solution, instantly making Virtual Observer a logical choice for contact centers who not only want to record and evaluate their customer interactions, but also make sure the right agents are in the right seats at the right time, and all at the right price." “Our customers’ workforce management teams can now easily execute schedule and forecasting strategies with just a web click.”

“The ability to adopt multisite or virtual agents on demand will be attractive to customers,” Marcia added. “As with Virtual Observer, full version upgrades are included as part of standard maintenance.”

Community WFM is openly architected, completely browser-based and utilizes similar development platforms and database formats as VO.

“We wanted to work with a technology which is open and easily integrates with the leading market-share PBX (News - Alert) vendors, such as Avaya and Cisco, but also the NECs, Mitels, Siemens and standard SIP platforms as well. Both technically and strategically, Virtual Observer Community WFM is a no-brainer from an IT perspective,” said Dan McGrail, CSI’s director of Product Development.

In related TMC (News - Alert) news, Coordinated Systems recently developed a Virtual Observer Agent Portal to provide a closed-loop quality monitoring process and give contact center agents a sense of ownership. Agent Portal eliminates the perception of big brother from the quality monitoring concept and gives agents control over their performance and activities.