Virtual Observer Agent Portal

Established in 1972, Coordinated Systems, Inc. (CSI) has consistently evolved our solutions over time and our business has thrived on building high quality long term relationships with customers and partners in the Contact Center Industry. Our flagship product, Virtual Observer (VO), is a Call Recording and Work Force Optimization Solution bundling a myriad of WFO features, such as, Call Recording, Screen Recoding, Quality Assurance, Agent Monitoring, eLearning, Coaching, Speech Analytics, Desktop Analytics, HIPAA/PCI Compliance, WFM Scheduling, Forcecasting, Adherence, Shift Bidding, Reporting, Dashboarding, Analytics and more. We support recording on any phone system available including SIP, SIPREC, Zendesk Voice, Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction. This Zendesk application embeds the Virtual Observer Agent Portal into your Zendesk user interface thus allowing agents to see their Contact Center statistics. From ACD Call stats to recent recordings, evaluations, reviews, schedules, shift bids and much more. All the power and functionality of the WFO Virtual Observer Agent Portal is now at the finger tips of your Zendesk agents. Install this Zendesk application today and transform your ticket management team into a full fledged modern day omni-channel Contact Center.

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