Call Recording Featured Article

While business operations start with the network, at the heart of every sale is communication and collaboration. From the team huddling up to game plan the sales cycle, to a proactive agent recognizing and pouncing on an up-sell opportunity. The contact center creates a number of challenges, however, with the proper tools in place, these hurdles are easily overcome.

Today, Coordinated Systems, Inc. (CSI) announced that the Virtual Observer (VO) Workforce Optimization suite successfully completed compatibility testing with the Cisco (News - Alert) Unified Communications Manager 11.5. Coupled with this announcement comes news that CSI is certified to provide end of life support for Cisco MediaSense – Cisco recently announced the last day to order the basic call recording integration is set to be October 4, 2017.

CSI (News - Alert) is key in this evolution, as it provides a seamless and headache free transition. Cisco MediaSense customers can turn to CSI, receive new recording licenses at a discounted rate as well as free maintenance for the first year if using VO. The license gives customers access to a robust set of tools, which include agent e-learning, agent assistance, real-time screen monitoring, supervisor screen control, in addition to dashboard analytics and a number of quality monitoring features.

While some Cisco customers will miss the MediaSense solution, a new door is opened to a feature-rich, future-forward workforce optimization solution.

“We are extremely amped about our Cisco offerings. We’ve just been elevated to a Preferred Partner status in their marketplace, and the value proposition we created for MediaSense recording replacement is extraordinary. It’s a good time to be in the Cisco contact center space,” offered Rich Marcia, Director of Marketing for Coordinated Systems, Inc.

Workforce optimization software is no longer an option, but it should not simply be a box to check when deploying one’s contact center solution. Long term success grows from the strong foundation built on an exceptional team, with exceptional tools.

Are you using workforce optimization software?