WFM integrations done right: Avaya

Virtual Observer Community workforce management system offers a native and smarter integration at a lower cost than legacy workforce management suites, providing Avaya customers with distinct advantages in a highly competitive marketplace. 

Virtual Observer (VO) Community workforce management integration is native to the Avaya platform, whereas, legacy solutions traditionally require the end users to acquire two distinct reports, one for transactional data and one for agent state data that is used for adherence reporting purposes. VO Community workforce management directly queries the database eliminating this expense and third party cost entirely for the end users.

Because of the way VO Community workforce management directly queries the database, once installed, the resident Avaya transactional data may be moved directly into the VO Community  database and immediately used for forecasting purposes. VO Community customers do not have to wait for transactional data to accrue to generate forecast of customer demand.

In addition to its ability to quickly move transactional data into our MS SQL database, VO Community also enables the migration of both agent and queue data right into the application, streamlining the entire the setup and deployment cycle and providing a deeper integration than legacy systems.

VO Community workforce management also has a built-in intelligent recovery mechanism. Should VO Community ever lose visibility into CMS or AACC, for any reason, once visibility is restored VO Community will automatically populate the missed interval data into our database with no end user involvement.

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Experience, Synergy and Integration Provides Virtual Observer Community WFM with an Advantage

Workforce Management Software Group (WFMSG), fresh off exhibiting at the Software for Planning Professionals (SWPP) annual conference last week, and Cooordinated Systems, Inc. (CSI) are two call center technology firms who both have accomplished much in their respective spaces, now working together to deliver an incredibly mature workforce management solution, Virtual Observer Community WFM.

Coordinated Systems, Inc. (CSI), a veteran-owned technology company, was started in 1972 and continues to thrive, innovate and disrupt the contact center space with their bundled, scalable workforce optimization solution, Virtual Observer (VO).

Back In 1995, WFMSG launched their first consultancy, which was dedicated exclusively to WFM systems and practices. They offered a wide range of services, including acquisition support, deployment, and optimization services across all product lines. WFMSG was a recognized “Best Practices” leader and they were also regarded as highly reputable industry speakers.

The result of their strategic partnership, Virtual Observer Community WFM boasts a very easy-to-use and sophisticated user interface and is deeply integrated within the Virtual Observer (VO) workforce optimization. “We’re bringing an array of integrated features which differentiate us from less mature workforce management (wfm) applications in the marketplace. From right in the main VO interface, a supervisor can glance at agent adherence levels, make scheduling inquiries, view forecasts and more. From within our Agent Portal, agents can view their schedules, request shift swaps and more. The VO Community WFM solution offers the most robust set of wfm features on the market – and they’re all bundled together in the core workforce management package,” added Marcia. “The strength and maturity of the integrated VO Community WFM solution is a direct result of the combined histories and hard work of both CSI and WFMSG.”

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Workforce Management IT Checklist

Of course we're excited about all of the features and capabilities available within the all-in-one bundled feature set, and we're extremely motivated to show off all of the snazzy new intelligent integrations with Virtual Observer.

First off, let's get started by stating that we are very excited about Virtual Observer Community WFM.

Today, however, we're focused on how Community makes life easy for the IT teams who may be evaluating workforce management solutions.

Thus, we've created a WFM checklist which collects all of the advantages our WFM solution provides and how it also creates the least amount of headaches from a technology perspective.

- Architecture/Platform: Familiar Microsoft Architecture (Windows Server 2008/2012, MS SQL DB Server 2008/2012, .NET, IIS) is easily supported.

- Rollout: Web-based user interface. The implementation should require zero fat-client installs. There are no flash or java requirements.

- Implementation: Remotely installs in less than one day.

- Integration: Tighter, failsafe, recoverable native data Integration: no third party middleware or extra charges. Supports over 20 phone platforms, including Avaya, Cisco, ShoreTel, SIP and many others.

- Virtualization: Supports a variety of fully virtual deployments and fits readily into existing SQL deployments.

- Redundancy: High-availability configurations are available.

- Authentication: Active Directory as well as at the application level.


- Upgrades: Turnkey upgrades included under standard maintenance.

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