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SI s Virtual Observer Delivers WFO for Talkdesk Contact Center Customers


Rich Marcia
165 Burnside Avenue
East Hartford, CT 06108

SI s Virtual Observer Delivers WFO for Talkdesk Contact Center Customers

This integration combines the best-of-breed cloud-based contact center services and workforce optimization (WFO) applications of Talkdesk and the CSI Virtual Observer WFO platform. Together, this partnership further enables Talkdesk and CSI to deliver an integrated and robust overall contact center solution to new and existing customers.

CSI’s flagship product, Virtual Observer (VO), is a workforce optimization solution specifically designed for the cloud-enabled, modern contact center. VO extends the Talkdesk platform to offer integrated Omnichannel Recording, Quality Management with Screen Capture, and industry leading pre-built connectors to embed WFO within CRM applications such as Salesforce, Oracle Service Cloud, Zendesk and ServiceNow. Contact centers are becoming more CRM-centric, with CRM becoming their preferred workspace. With a single sign-on functionality, Virtual Observer provides WFO capabilities directly within the CRM environment. The Quality Management suite includes screen capture which, along with integrated audio recordings, gives a complete live view of agents’ customer interactions. These components working together offer superior visibility into contact center operational performance and customer intelligence.

“We are extremely excited about entering into this partnership with Talkdesk and becoming an essential component in their contact center ecosystem,” said Rich Marcia, Marketing Director for CSI.

Talkdesk with Virtual Observer benefits multiple employee roles within the contact center. Supervisors and Managers can save time and redistribute effort through automation. The integrated solution also assists QA staff and workforce management specialists in optimizing their everyday workload.

The integrated VO – Talkdesk platform is seamless in operation and functions as a unified, robust enterprise contact center solution to end customers. A WFO-enabled cloud contact center platform such as Talkdesk with Virtual Observer is an essential requirement within a contact center customer journey. The combination of the entire available integrated WFO feature set makes Talkdesk a top-tier option in the enterprise cloud contact center space.


About 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, Oracle Service Cloud, ServiceNow CRM Integrations / Workforce Management / Surveying

About Talkdesk:

Talkdesk Enterprise Contact Center Platform empowers companies to continuously improve customer experience. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom and Zumiez, rely on Talkdesk to power their customer interactions.