Five9 to acquire Virtual Observer, an innovative provider of cloud-based
WFO/WEM solutions to empower your agents to efficiently
deliver higher quality service.

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Our Workforce Engagement Management Solutions


Virtual Observer, (formally known as csi), is a complete contact center and workforce management solution that optimizes your agents and elevates your customer engagement & experience. VO allows you to access and analyze your omni-channel interactions to improve your overall agent performance and customer satisfaction.

Virtual Observer has revolutionized the contact center experience for both the employee and customer. 

Our Product Suite


Improve agent performance by WEM
enabling your CRM system


Analyze every interaction to gain insight into what customers say, write and feel


Make every interaction an opportunity to improve the customer experience


Monitor, manage, and meet customer expectations


Workforce Management (WFM)

Increase agent engagement, maintain optimal agent coverage


Measure perception of agent performance to improve CSAT, CES and NPS scores

Virtual Observer has empowered our customers with a comprehensive product suite that provides valuable and customizable workforce optimization software and solutions.

Our Team Gets It Done Right the First Time


From our initial workforce engagement, to project management, then training solutions and ongoing technical support, the Virtual Observer team will ensure you do it once and you do it right.

 See what our customers are saying about the value Virtual Observer has provided to their organizations.

Contact Us

Are you ready to learn more about how Virtual Observer can provide customizable contact center solutions for your workforce? Fill out the form below to request a demo and our team will be in touch.

Virtual Observations

There is always something new and exciting happening at Virtual Observer.
Read the latest VO news and industry information here.

Five Ways Workforce Management Will Improve Your Contact Center

Providing a superior customer experience grows increasingly competitive as technology progresses. Contact centers are finding ways to increase profitability while meeting customers exactly where they want to communicate, and technology such as workforce management is helping them do that. Whether your contact center considers a cloud-based call recording approach or an on-premise one to adopting…

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The Top Five Qualities to Look for in a Premium Quality Management Solution for Contact Centers

Maintaining contact center quality assurance is every contact center’s persistent challenge. While contact center managers and agents may be bent on providing the most superior customer experience, ensuring that every single interaction is up to par can remain a thorn. With potentially hundreds or even thousands of agents in a contact center, how can the…

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The Five Benefits of Speech Analytics in Contact Centers

The use of speech analytics and tools that include artificial intelligence are enabling contact centers to reach customers like never before. Contact center solutions that employ speech analytics are giving agents unprecedented ways to address customer needs and improve their businesses. Below, we dive into how speech analytics sends contact centers ahead of their competitors…

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