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.

Coordinated Systems Inc. (CSI) Rebrands as, Virtual Observer‚ Reflecting Growth and Expansion of Flagship Product

Rebranding focuses company identity on the success of the Virtual Observer platform as an industry-leading provider of Workforce Optimization (WFO) and Workforce Engagement Management (WEM) solutions EAST HARTFORD, Connecticut, Oct. 1, 2019 Coordinated Systems, Inc., an industry-leading provider of Workforce Optimization (WFO) and Workforce Engagement Management (WEM) solutions, has announced that the company has been…
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Virtual Observer Omnichannel WFO Solution Is Now Available in the Oracle Cloud Marketplace

    Virtual Observer – Oracle Cloud Marketplace Partner Coordinated Systems, Inc. (CSI), a leading provider of Workforce Optimization (WFO) Solutions and Silver level member of Oracle PartnerNetwork (OPN), today announced that its Virtual Observer Omnichannel WFO Solution has achieved Integrated with Oracle Cloud status and is now available in the Oracle Cloud Marketplace, offering added value to…
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Employee Engagement is Essential to Workforce Management

Employee Engagement is Critical to the Success of an Enterprise Workforce Management program. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients. Senior executives, as a result, are increasingly targeting…
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