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Virtual Observer Community WFM Offers a Strong Advantage for Avaya customers

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Virtual Observer Community WFM Offers a Strong Advantage for Avaya customers

May 01, 2013

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By TMCnet Special Guest
Coordinated Systems, Inc.,
 


Virtual Observer Community workforce management system offers a native and smarter integration at a lower cost than legacy workforce management suites, providing Avaya (News - Alert) users with distinct advantages in a highly competitive marketplace.

Virtual Observer (VO) Community workforce management integration is native to the Avaya platform, whereas. legacy solutions traditionally require the end users to acquire two distinct reports, one for transactional data and one for agent state data that is used for adherence reporting purposes. VO Community workforce management directly queries the database eliminating this expense and third party cost entirely for the end users.

Because of the way VO Community workforce management directly queries the database, once installed, the resident Avaya transactional data may be moved directly into the VO Community  database and immediately used for forecasting purposes. VO Community customers do not have to wait for transactional data to accrue to generate forecast of customer demand.

In addition to its ability to quickly move transactional data into our MS SQL database, VO Community also enables the migration of both agent and queue data right into the application, streamlining the entire the setup and deployment cycle and providing a deeper integration than legacy systems.

VO Community workforce management also has a built-in intelligent recovery mechanism. Should VO Community ever lose visibility into CMS or AACC, for any reason, once visibility is restored VO Community will automatically populate the missed interval data into our database with no end user involvement.

From a value perspective, unlike legacy WFM solutions, VO Community WFM’s integration methodology is an advantage because it’s native to the Avaya platform.  More specifically, the connectivity does not rely upon any third party vehicle, report or middleware for us to capture both transactional data as well as agent state data for adherence reporting.  A good way to characterize this is that legacy workforce management solutions utilize “passive” integration to get the data they need, where they wait for something to come to them, and then scrape for data and store it in their relative databases.

All of these described advantages contr ibute greatly to VO Community WFM offering a much lower total cost of ownership to the Avaya customer base than the traditional legacy workforce management options.

About CSI (News - Alert)Coordinated Systems, Inc., (CSI), enjoying our 40th year in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco (News - Alert), NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.

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