From The Sip Trunking Experts

TMCNet:  Virtual Observer Community Workforce Management Delivers Best of Breed Workforce Management Capabilities for Contact Centers

[November 28, 2012]

Virtual Observer Community Workforce Management Delivers Best of Breed Workforce Management Capabilities for Contact Centers

(PR Web Via Acquire Media NewsEdge) East Hartford, CT (PRWEB) November 28, 2012 Coordinated Systems, Inc. is pleased to introduce Virtual Observer Community Workforce Management, the newest component in the Virtual Observer call recording and workforce optimization suite.

Virtual Observer Workforce Management is an established technology which enables contact centers to produce an optimized work schedule, forecasted schedules, adherence reporting, shift bidding, and much more, at an aggressively low cost of ownership. VO Community WFM uses five different forecasting methods using various combinations of Erlang, historical data and other algorithms to meet a wide range of unique requirements.

Coordinated Systems, Inc., established in 1972, was being asked by customers and partners alike to find a reliable workforce management partner which would help to round out the Virtual Observer workforce optimization suite. The search for a workforce management technology was a long one. As a must-have, the technology must scale to enterprise-class implementations at a price which removes any and all barriers of entry. It must be easy to use and easy to integrate-with.

"Community was hands-down the right workforce management option for us, our customers and our partner channel. Community WFM now tops off our workforce optimization solution, instantly making Virtual Observer a logical choice for contact centers who not only want to record and evaluate their customer interactions, but also make sure the right agents are in the right seats at the right time, and all at the right price," offered Rich Marcia, marketing director for CSI. “Our customers’ workforce management teams can now easily execute schedule and forecasting strategies with just a web click.” “The ability to adopt multi-site or virtual agents on demand will be attractive to customers,” Marcia added. “As with Virtual Observer, full version upgrades are included as part of standard maintenance.” Community WFM is openly architected, completely browser-based and utilizes similar development platforms and database formats as VO. “We wanted to work with a technology which is open and easily integrates with the leading market-share pbx vendors, such as Avaya and Cisco, but also the NECs, Mitels, Siemens and standard SIP platforms as well. Both technically and strategically, Virtual Observer Community WFM is a no-brainer from an IT perspective,” said Dan McGrail, CSI’s Director of Product Development.

Virtual Observer Community WFM is an enterprise workforce management solution which is responsible for delivering unique tools to schedulers, supervisors and agents. The application can be easily customized for enabling or disabling any of the hundreds of features which are available in the solution. The solution also caters to the agent, offering a virtual agent swap board and interactive agent bidding. “It’s a natural compliment to our Agent Portal features,” Marcia added, “allowing for the contact center agent to improve their performance even faster, while enabling them to participate in making the perfectly optimized schedule.” About CSI Coordinated Systems, Inc., (CSI), enjoying our 40th year in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.

# # # Read the full story at (c) 2012 PRWEB.COM Newswire

[ Back To SIP Trunking Home's Homepage ]

Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner

Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.