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CSI Offers Workforce Optimization in the Cloud

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CSI Offers Workforce Optimization in the Cloud

May 01, 2014

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By Mae Kowalke,
TMCnet Contributor
 


The cloud services model of software delivery is a $45 million dollar industry, according to Parallels, and it grows by the year with good reason: The cloud frees businesses from capital investment and maintenance and delivers software as an ongoing operating expense that can be expanded or reduced as needs demand.


Coordinated Systems has just announced that it is bringing these advantages to areas of workforce optimization software with the release of its Virtual Observer Workforce Optimization as a Service solution.

For hosted contact center vendors, the cloud-based workforce optimization software provides a robust and scalable Web-based solution that enables the ability to score calls or send targeted training material to staff easily. It also delivers screen capture and live screen and webcam monitoring, and offers the full suite of features that businesses have come to expect from the company.

“The call recording and call scoring is really where the fun just begins, as you can begin to manage your center’s schedules and forecasts, run advanced query searches against indexed audio to isolate trends, and bring your agents into the quality monitoring process with their own login and the ability to respond to evaluations,” noted Richard Marcia (News - Alert), marketing director for Coordinated Systems.

All this is possible to achieve without heavy investment in software and infrastructure which usually comes with workforce optimization solutions, and does it securely. The company takes great pains to emphasize the multiple levels of security built into the new system, since many businesses today are needlessly worrying about security with the cloud. This will give vendors a chance to reassure them it’s not an issue.

“Our Workforce Optimization as a Service platform is extremely secure,” Dan McGrail, Coordinated Systems’ vice president of product engineering said. “Besides our own secure encrypted layers, we’re backed by the impeccable reputation of AWS [Amazon Web Services (News - Alert)].”

The hosted solution runs off Amazon’s Amazons Elastic Cloud Compute infrastructure, a backbone used by many cloud service providers and known for its impeccable security.

DMG consulting recently released findings from the sixth edition of its Cloud-Based Contact Center Infrastructure Market Report for 2013-2014 and found cloud-based contact center infrastructure vendors are making substantial investments in research and development (R&D) and purchasing new software. A trend DMG expects to continue into the foreseeable future. 

Virtual Observer supports an entire partner ecosystem of connectors and applications, from Avaya and Cisco (News - Alert) telephony integrations.

“Everything is now possible for our customers, from an end-to-end virtualized, software-only roll out, to custom integrations with their most vital contact center technologies,” added Marcia.

The workforce optimization as a service solution is available through CSI’s (News - Alert) channel of strategic business partners.

Read more on this topic at The CSI Call Center Blog, www.callcenterqa.com.




Edited by Stefania Viscusi
Call Recording Homepage ›





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