Call Recording Featured Article

In these days of companies trying to do increasingly more with less, a joint venture just announced will go a long way toward solving some pressing issues.

Coordinated Systems, Inc. (CSI (News - Alert)) has announced a strategic integration for its Virtual Observer Workforce Optimization with Zendesk, a cloud-based, customer service software company.

In a statement, both companies noted that CSI has created two powerful apps for Zendesk’s app marketplace, enabling Virtual Observer and Zendesk customers to extend the value of both applications and leverage their recorded interactions within Zendesk environments.

“The integration of the Virtual Observer platform into Zendesk will benefit existing Zendesk customers who can now use affordable workforce optimization tools to oversee their contact center performance,” said Rich Marcia, Marketing Director for CSI. “Integrations with applications like Zendesk and other SaaS (News - Alert)-based customer service solutions are natively complementary to a workforce optimization solution such as Virtual Observer.”

The new offering, the “Virtual Observer Ticketing Events App” will bring recorded audio, chat, social events and recorded screen activity directly into related Zendesk tickets for what the Coordinated Systems describes as a “fully integrated experience.” The new app enables access to Virtual Observer’s Agent Portal interface right from within the user’s Zendesk environment This allows agents to see their workforce optimization analytics side by side with their Zendesk information.

The new venture couldn’t come at a better time. Zendesk has experienced significant growth across all of its lines of business, and continues to innovate around voice and chat to support customers using a variety of communication methods. This plays well with Virtual Observer, which can be used to evaluate and score many different channels of interactions as well, including audio, chat, email and social media, such as Twitter, Facebook (News - Alert) Messenger and more.

Virtual Observer is CSI’s flagship product, a call recording and workforce optimization solution for contact centers.