Wednesday, June 25, 2014

Technology firms team up to offer WFO for Microsoft Lync customers

The Via Group and Coordinated Systems, Inc. (CSI) have signed a strategic partnership deal which combines the best-of-breed unified communications services and applications of The Via Group and CSI. Together, this partnership will allow both The Via Group and CSI to deliver a more complete and robust overall solution for contact centers using Microsoft Lync.
The Via Group is known in the Unified Communications industry for providing Unified Communications and Voice (TDM and VoIP) solutions. “We are very excited to work with CSI,” said Kevin Carswell, CEO of The Via Group. “Having a partnership with CSI allows us to deliver a powerful and affordable enterprise-level workforce optimization (WFO) solution for our customers.”
“We are truly excited about entering into this partnership and becoming a vital part of the Via Group’s UC offerings to their Microsoft customers,” said Rich Marcia, Marketing Director for CSI. “We’ll also be able to serve the needs of The Via Group in terms of call recording, quality assurance and training tools, etc., as well as a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite which fits nicely across their entire array of UC platforms and services.”
Read more in our coverage on Virtual-Strategy magazine:

Tuesday, June 17, 2014

Integrating WFO with CRM just got much easier

English: Deutsch:
We're very excited to announce the general availability of our official Salesforce Connector.

The Virtual Observer SalesForce Connector will allow our mutual customers to integrate their Virtual Observer Workforce Optimization Solution with their SalesForce deployment.

The integration can be as simple as a mass list of recordings which can be searched, sorted and played directly from the SalesForce user interface, or a dynamic list linked directly to SalesForce Accounts, Contracts, Cases, Tasks and more.

Look for more information on our website soon and also on the Salesforce AppExchange marketplace.

Read the entire VO Salesforce App blog post here

Tuesday, June 03, 2014

Analytics will empower agent improvement

The initial training sessions scheduled for all new customers typically dive into basic system navigation, system administration, supervisor usage and agent usage, reports, dashboards, etc.
Additional training opportunities allow for unthrottled, pinpoint insight into particular processes, questions, new enhancements, or simply fine tuning what your team learned originally, to do as my son's karate dojo claims, "to make their best even better".
Are you looking for that extra report or piece of analytic data which can help you drive your quality assurance and training cycle time down...

Continue reading:
Taking training to a whole new level of analytic discovery
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