Virtual Observer Email Format

TelecommunicationsConnecticut, United States2-10 Employees

Virtual Observer is a cloud-based workforce engagement solution for contact centers, developed by Coordinated Systems, Inc. (CSI) and based in Hartford, Connecticut. The platform provides a web-based interface and a range of capabilities for monitoring and developing agents, including call recording, integrated screen capture, and tools for evaluating and scoring calls, along with speech analytics, an agent development portal, surveys, and enterprise workforce management. It integrates with customer relationship management platforms such as Salesforce, Zendesk and Oracle Service Cloud and supports multiple cloud and on-premises telephony systems.

CSI positions Virtual Observer within the telecommunications and contact-center technology space and maintains partnerships with major providers through programs with Avaya and Cisco. The solution has earned industry recognition, including the 2017 Saddletree Research Award for Achievement in Workforce Optimization, and in 2018 CSI announced the general availability of an Oracle Service Cloud connector to extend its integration reach.

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