January 17, 2013
CSI to Integrate Virtual Observer Suit for Valued Addition
By Madhubanti Rudra
Two key players in the workforce management space have forged a reseller deal to roll out a comprehensive solution set that integrates two of the industry’s most sought-after workforce optimization solutions – Community workforce management solution and Virtual Observer.
Community workforce management solution has been developed by the Workforce Management Software Group (WFMSG), and features an openly architecture. Delivered with a multichannel communications gateway, Communication can be quickly integrated with multiple platforms.
The solution offers advanced scheduling and supervising capabilities through a Web portal. The openly architected solution has been designed to seamlessly combine with third-party applications to add value to other workforce optimization solutions.
Virtual Observer (VO) is essentially a call recording and workforce optimization solution, designed for today’s contact centers.
Coordinated Systems, Inc. (CSI) says the solution supports a wide range of telephone systems, including Avaya, Cisco, NEC (News - Alert), Mitel, ShoreTel and a few more.
The agreement between WFMSG and CSI allows the latter to add Community within their existing workforce optimization suite. The resulting solution, Virtual Observer Community, will be marketed directly and through CSI’s (News - Alert) channel partner network, a statement revealed.
CSI was on the hunt for the right technology partner. Community’s open architecture, robust feature sets, and above all, its broad compatibility with different ACD manufacturers, had the company zero in on this very solution.
Daryl A. Gonos, WFMSG principal for sales and marketing, expressed his hope that the synergy between these two feature-rich solutions will be well accepted by the industry.
“CSI evaluated many workforce management solutions to find the right partner and compatible technology. We are excited about the synergy between the products, the companies and the market potential of combining two such modern and widely heralded solution sets,” Gonos said.
“Community is Web-based, architected on .NET (News - Alert) framework, supports a variety of fully virtualized configurations and readily scales, like other products within the Virtual Observer family. The open platform, broad compatibility with different ACD manufacturers, truly innovative feature set and multi-channel communications gateway distinguished Community as the obvious product of choice for CSI. We could not be more pleased to leverage those advantages within our toolkit,” stated CSI's director of product development, Dan McGrail.
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Edited by Braden Becker