Coordinated Systems, Inc. (CSI)

Virtual Observer’s Workforce Engagement Management solution is your answer to improving customer communications and maximizing agent productivity

Virtual Observer

The right WEM solution will help you maximize employee performance while improving your customer experience. Revolutionize the efficiency and success of your contact center with a solution that helps you retain high-performing talent and provide the best possible customer experience. Either on-premise or in the cloud, we’ve got you covered.

Virtual Observer's Workforce Management enables an ease-of-use, and flexibility found nowhere else in the industry, so your contact center can expand, and you can manage your staff efficiently.

Features/Benefits

Forecasting

WFM uses six different forecasting models with historical data to enable highly accurate projections to reduce overstaffing and ensure future staffing needs are met.

Scheduling

Determine staffing needs, availabilities, and skills required with WFM's feature that helps you produce optimized schedules for your entire staff.

Real-Time Adherence

Get the most advanced adherence alerts available and bring your agents into this solution, so they have the tools to monitor their productivity and improve overall efficiency.

Intraday Management

Gain the ability to rapidly shift hundreds of schedules and notify agents instantly. Our Automated Schedule Adjustment Plans (A.S.A.P.) streamlines your intraday WFM processes so you can efficiently flex the schedules of your entire workforce.

WFM Agent Portal

Our rich agent portal was designed to empower your agents by giving them the ability to personalize their portals with themes, layouts, and content placement.

CRM OmniChannel

Our multitude of CRM connectors captures time-on-task from all leading CRM providers. Modern WFM is no longer just for ACD’s and phone conversations. We connect, and collect, interval data for chat, email, social responses and back-office work from actual ticket and transaction data in Salesforce, ServiceNow, Oracle, MS-Dynamics, Zendesk, Freshworks and many more.

Call 1-800-553-8159 for More Information