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Contact Center research panel awards Virtual Observer with the Achievement in Workforce Optimization


Rich Marcia
165 Burnside Avenue
East Hartford, Connecticut 06108

Contact Center research panel awards Virtual Observer with the Achievement in Workforce Optimization

Coordinated Systems, Inc. is pleased to announce it has received Saddletree Research’s Kachina Award™ for its Achievement in Workforce Optimization for the Virtual Observer WFO platform.

CSI’s enterprise contact center workforce optimization (WFO) platform, Virtual Observer (VO), delivers a complete cloud-friendly WFO offering that assists customers with improving efficiency, simplifying the management of agents and exceeding customer expectations.

“For this year’s Kachina Award for Achievement in Workforce Optimization, Coordinated Systems, Inc. (CSI) presented a description of their comprehensive, cloud-friendly workforce optimization (WFO) solution that provides users an array of ready-made integrations with CRM solutions and other enterprise systems. CSI’s flagship offering, Virtual Observer, impressed the judging panel with its overall capabilities, including advanced analytics for contact centers of all sizes," said Paul Stockford, Chief Analyst at Saddletree Research and a member of the Kachina Award judging panel. “Virtual Observer also includes features that support employee engagement, making it a timely and worthy solution for this year’s Kachina Award.”

The award recognizes outstanding innovation and market leadership as determined by a panel of independent contact center industry experts and customer service professionals.

The win is impressive, and the specific reasons for the win clearly illustrate how the solution was able to win. Virtual Observer won on the strength of its cloud-ready offerings, including a range of WFO features including reliable omni-channel recording with playback, search and a best of breed bundled suite of quality monitoring features that include screen capture, evaluation, performance reporting, a real-time suite of agent assistance features, an agent portal with e-Learning, and an industry-first and cloud-friendly webcam monitoring experience that supports real-time webcam monitoring as well as recorded webcam capture that time syncs with recorded audio and the associated screens to provide a truly unique playback experience for contact center management.

Virtual Observer’s success in the cloud has caught the attention of leading cloud providers who are making the WFO suite an integral component in their cloud contact center offering. CSI partners with cloud telephony providers, as well as systems integrators and some of the largest Avaya and Cisco dealers.

 “We are honored to receive Saddletree Research Award for the ‘Workforce Optimization’ category. Winning this award helps tremendously to validate our commitment to providing a cloud-ready solution with amazing implementations and customer success. This award is extremely important to us as it represents the highest level of feedback from industry experts including journalists, analysts and contact center leaders,” said Rich Marcia, Marketing Director for CSI.

The competition for the Workforce Optimization award was incredibly steep and included all of the expected companies, whom ended up taking home some of the other awards, including Verint for “Achievement in Self-Service Solutions”, NICE for “Achievement in Robotics”, Calabrio for “Achievement in Employee Engagement” and Aspect for “Achievement in Emerging Customer Service Solutions”.

Coordinated Systems, Inc.

Coordinated Systems, Inc., (CSI), has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a cloud-ready call recording and workforce optimization solution for contact centers. VO provides an extremely high value to price and tremendous customer satisfaction. Virtual Observer includes Integrated Quality Management and Call Recording / Interaction Scoring & Evaluation / VO Live Screen & Webcam Real-Time Monitoring for Agent Assistance / Rules-Based Screen Capture / Performance & Trending Reports / Real-Time Drill-Down Dashboard Analytics / Agent Portal & E-Learning / 256-bit Media Encryption / Advanced Security Options for PCI & HIPAA / Speech Analytics / Salesforce & Zendesk Integrations / Workforce Management / Surveying