Contact Center Observer: wfm

Showing posts with label wfm. Show all posts

Thursday, November 17, 2016

Listen Clear Realizes Rapid Return on Investment with Virtual Observer’s Cloud U-wfm solution in Their Growing Five9 Environment

SMB Cloud #WFM solution from CSI yields fast returns for ListenClear

Facing a challenge due to their surging growth rate, Listen Clear set out to find an affordable and scalable workforce management solution which would handle their spiking staffing numbers and help them field all calls. They were missing 20% of their call volume.

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:
http://www.virtual-strategy.com/2014/06/24/partnership-present-clear-contact-center-advantages-microsoft-lync-customers

Monday, April 15, 2013

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.”