Call Recording Featured Article

As the cloud becomes a much more integral part of the enterprise’s everyday life, industry insiders are seeing the advantages and making their move. This was the case recently when contact center technology leader Coordinated Systems Inc. (CSI (News - Alert)) integrated its flagship product, Virtual Observer, with leading cloud contact center providers to create a powerful new option for businesses everywhere.

CSI has partnered with 3CLogic (News - Alert) to present a fully integrated contact center and workforce optimization (WFO) solution, leveraging 3CLogic’s contact center offering to present a true “Voice of the Customer” option for 3CLogic customers. It’s important to note that as businesses continue to weigh the importance of the customer experience, the combined integration between 3CLogic and CSI will assist enterprises of all sizes to address the ongoing needs of today’s consumer, while facilitating the ability to deliver premier-level service at all stages of the customer lifecycle.

Along that same line, CSI also joined the Five9 (News - Alert) Cloud Alliance Partner Program. The partnership combines the best-of-breed cloud-based contact center services of Five9, and the CSI Virtual Observer (VO) WFO platform. Together, this integration allows CSI to deliver their integrated and robust overall contact center solution to Five9 customers. Five9 boasts a well-known platform which works well for the Business Process Outsourcer (BPO) and collections industries especially, an area where Virtual Observer shines as well.

The new moves make sense for all companies involved. Beyond simple call recording, which is included in the cloud contact center base offerings, Virtual Observer (VO) then empowers its customers to leverage those recorded interactions with the power of CSI’s quality monitoring and workforce optimization capabilities. VO is available as a cloud-based, SaaS (News - Alert) offering, available for an affordable subscription rate which falls in line with the company’s "lowest cost of ownership" philosophy.

“Virtual Observer is the most user-friendly, feature-packed workforce optimization solution on the market today,” CSI notes, adding that the company also offers a range of support options and professional services designed to fit a wide range of business requirements. By aligning with 3CLogic and Five9, CSI has moved itself into the higher tier of preferred providers, offering the industry support for both traditional on-premise PBX (News - Alert) platforms as well as cloud contact center providers. CSI is currently working with a number of other cloud platforms in a similar fashion.