The Virtual Observer Workforce Optimization suite from Coordinated Systems, Inc. (CSI) has tested compatible with the latest Cisco telephony platform release of Cisco Unified Communications Manager 11.5.
This latest certification coincides with the recent announcement of end-of-life support for Cisco MediaSense, a basic call recording integration provided with many Cisco installations.
CSI is helping Cisco MediaSense users transition seamlessly to a full WFO environment by replacing the MediaSense recording licenses at a discounted price as well as offering the first year of maintenance at no charge. Included with the Virtual Observer recording license is a complete suite of quality monitoring features, including interaction scoring and evaluation, performance and trending reporting with dashboard analytics, agent portal with e-learning, as well as the VO Live set of agent assistance tools, which offer real-time agent screen monitoring, chat assistance, and supervisor screen control. The solution also offers agent webcam recording and monitoring for additional performance coaching.
Virtual Observer's additional capabilities include cloud-based speech analytics, rules-based screen capture, business intelligence, 256-bit media encryption, PCI redaction, advanced security options for PCI and HIPAA compliance, Salesforce.com integration, and Zendesk social media monitoring, surveying, and workforce management.