Achievement in Workforce OptimizationCoordinated Systems, Inc. is pleased to announce it has received Saddletree Research’s Kachina Award™ for its Achievement in Workforce Optimization for the Virtual Observer WFO platform. CSI’s flagship product, Virtual Observer (VO), delivers a complete cloud-friendly Workforce Optimization (WFO) offering that assists customers with improving efficiency, simplifying the management of agents and exceeding customer expectations

Voice of the Customer Analytics
Voice of the Customer Analytics

The win is impressive, and the specific reasons for the win clearly illustrate how CSI was able to win. Virtual Observer won on the strength of its cloud-ready offerings, including a range of WFO features including reliable omni-channel recording with playback, search and a best of breed bundled suite of quality monitoring features that include screen capture, evaluation, performance reporting, a real-time suite of agent assistance features, an agent portal with e-Learning, and an industry-first and cloud-friendly webcam monitoring experience that supports real-time webcam monitoring as well as recorded webcam capture that time syncs with recorded audio and the associated screens to provide a truly unique playback experience for contact center management.  Virtual Observer’s success in the cloud has caught the attention of leading cloud providers who are making the WFO suite an integral component in their cloud contact center offering.

“For this year’s Kachina Award for Achievement in Workforce Optimization, Coordinated Systems, Inc. (CSI) presented a description of their comprehensive, cloud-friendly workforce optimization (WFO) solution that provides users an array of ready-made integrations with CRM solutions and other enterprise systems. CSI’s flagship offering, Virtual Observer, impressed the judging panel with its overall capabilities, including advanced analytics for contact centers of all sizes,” said Paul Stockford, Chief Analyst at Saddletree Research and a member of the Kachina Award judging panel. “Virtual Observer also includes features that support employee engagement, making it a timely and worthy solution for this year’s Kachina Award.”

The award recognizes outstanding innovation and market leadership as determined by a panel of independent contact center industry experts and customer service professionals. 

“We are honored to receive Saddletree Research Kachina Award for the ‘Workforce Optimization’ category. Winning this award helps tremendously to validate our commitment to providing a cloud-ready solution with amazing implementations and customer success. This award is extremely important to us as it is represents the highest level of feedback from industry experts including journalists, analysts and contact center leaders,” said Rich Marcia, Marketing Director for CSI. Read the complete story on the award.