Contact Center Trends

Now Available to Talkdesk Customers: Best-of-Breed Workforce Optimization Solution by Coordinated Systems Inc.

By Gavin Gustafson

June 26, 2018

0 min read

Now available to Talkdesk customers, Virtual Observer from Coordinated Systems Incorporated (CSI), a best-of-breed workforce optimization solutions provider. Founded in 1972 as a manufacturing software company, CSI has focused solely on the contact center space since 1990 with a core philosophy that demands an excellent customer experience in every aspect of their process. With nearly 30 years in the contact center market, CSI understands the challenges of their customers and partners, providing innovative solutions to exceed their needs.

What does CSI’s Virtual Observer do?

CSI’s flagship product, Virtual Observer (VO), is a workforce optimization (WFO) solution specifically designed for the cloud-enabled, modern contact center. VO extends the Talkdesk platform to offer integrated Omnichannel Recording, Quality Management with Screen Capture, and industry leading pre-built connectors to embed WFO within CRM applications such as Salesforce, Oracle Service Cloud, Zendesk and ServiceNow. The integrated solution can be expanded to add powerful capabilities such as Speech Analytics, Workforce Management and advanced security options for PCI/HIPAA. The integrated VO-Talkdesk platform is seamless in operation and functions as a unified, robust enterprise contact center solution to end customers. A WFO-enabled cloud contact center platform such as Talkdesk with Virtual Observer is an essential requirement within a contact center customer journey.

What is workforce optimization? How will Virtual Observer benefit my contact center team?

Workforce optimization is a suite of software solutions that evaluate, assess and parse out key interaction details into actionable information. Complete WFO solutions typically include tools for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying and speech analytics. These components working together offer superior visibility into contact center operational performance and customer intelligence.

Talkdesk with Virtual Observer will enable and benefit multiple employee roles within the contact center, including:

Supervisor/Manager – get a holistic view of contact center performance through KPIs, graphs and reports. Utilize the VO Live feature to monitor agent screen activity and assist as needed. Observe agent activity through WFM adherence modules or utilize the Speech Analytics dashboards to get an overview on keywords. Save time and redistribute effort through automation.
Quality Assurance/Management – Workload assignment capabilities allow for events to be evaluated and assigned to specific QA professionals. The easy-to-use Query Wizard streamlines the search and retrieval of calls.
Workforce Management (WFM) Analyst – Forecast and schedule agents, monitor the agents on their daily schedule adherence and analyze reports to determine actionable adjustments.
Agents – Improve employee engagement and the customer experience by include agents in the quality management process and with Agent Portal. Allows agents to:
- Listen to their own calls, respond to completed evaluations and receive learning material based on scoring outcomes
- Observe their performance against peers
- Access weekly schedules and request time off
All Employees will benefit from access to prebuilt CRM connectors for Salesforce, Oracle Service Cloud, Zendesk, and ServiceNow.

"Talkdesk is an emerging cloud contact center platform with a powerful suite of features. Our suite of cloud-ready products, combined with Talkdesk’s contact center platform, provide Talkdesk with an industry-leveling, comprehensive workforce engagement solution. Gartner’s recognition of Talkdesk as a Visionary on their Contact Center as a Service Magic Quadrant is a vindication of our belief in Talkdesk and the potential success of our combined cloud contact center offerings."

Rich Marcia, Marketing Director, Coordinated Systems, Inc.

What additional value does your product bring to Talkdesk customers?

Contact centers are becoming more CRM-centric, with CRM becoming their preferred workspace. With a single sign-on functionality, Virtual Observer is able to provide WFO capabilities directly within the CRM environment. The Quality Management suite includes screen capture which, along with integrated audio recordings, gives a complete live view of agents’ customer interactions. The combination of the entire available integrated WFO feature set makes Talkdesk a top-tier option in the enterprise cloud contact center space.