People power the contact center, make no mistake. In most cases, customer service agents serve as the first point of customer contact, with loyalty and more hanging in the balance. For this reason, firms are moving in a decidedly omni-channel direction and workforce optimization is a key ingredient to a healthy bottom line and happy customers.
Avaya’s (News - Alert) IP Office 10 platform for contact centers offers robust functionality and a litany of enhancements, but this week its users earned an expanded roster of application offerings. CSI’s (News - Alert) Virtual Observer has successfully completed compliance testing and its best-in breed call recording and workforce optimization for contact centers is now available.
VP of Product Development at CSI Dan McGrail explained, “We analyzed where the market is headed and identified a trend of IP Office adoption. We’re giving the contact center space what they want – a fully capable and affordable enterprise workforce optimization solution which works in the mid-market and SMB sized centers as well.”
In utilizing Virtual Observer, a company’s contact center easily addresses compliance, quality and security issues. Whether it’s call recording, playback, search, reporting or integrated scoring and evaluation, education, measurable KPIs and more; the solution serves as an instant upgrade to operations.
This is a genuine breakthrough for the smaller enterprise contact centers who have invested in the IP Office platform but who’ve struggled to find an affordable workforce optimization technology with robust and scalable enterprise-class features.
“We are truly excited to continue releasing features which add value for Avaya contact centers”, noted Rich Marcia, Marketing Director for CSI. “Being able to provide a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite for IP Office is paramount, and fits seamlessly across the entire array of Avaya platforms while providing a high value to Avaya customers and business partners.”
Edited by Alicia Young