Virtual Observer Introduces Workforce Optimization as a Service

Coordinated Systems, Inc., (CSI) of East Hartford, CT is excited to announce the release of Virtual Observer “Workforce Optimization as a Service” for contact centers. The cloud service was developed with an Amazon Web Services infrastructure and services built on Microsoft .NET standards.

The Virtual Observer “Workforce Optimization as a Service” offering was developed to function natively within standard emerging cloud technologies. The concept of distributed computing over the internet, or simply “Cloud”, has now become a very much in demand and on-demand method for delivering Virtual Observer, traditionally an on-premise call recording, quality monitoring and workforce optimization solution for enterprises, as a service.

After extensive research, CSI decided on Amazon Web Services as the infrastructure of choice for offering cloud managed services. Amazons Elastic Cloud Compute (EC2) delivers an industry leading, cost effective, high availability, Infrastructure as a Service (Iaas) model, considered by many to be the most secure on the planet. Individual EC2 implementations deliver customer specific sandboxes offering just the right amount of resources componentized for each customer. Scalability is as simple as turning up or turning down resources as needed. Turn on what you need, pay for what you use, nothing more.

Staying true to a persistent streak of breakthrough features, CSI is able to deliver screen capture as well as the innovative VO live screen and webcam monitoring feature as part of the included Virtual Observer “Workforce Optimization as a Service” experience. CSI has developed a unique and unprecedented method of file transfer which minimizes the bandwidth utilized to capture large amounts of screen activity across the cloud.

The diagram below shows how Virtual Observer is installed into the enterprise to achieve a blended environment where event media (audio and video) are captured, along with enterprise metadata, and securely transmitted to the cloud using standardized secure communications.

“Our Workforce Optimization as a Service platform is extremely secure,” added Dan McGrail. CSI’s VP of Product Engineering. “Besides our own secure encrypted layers, we’re backed by the impeccable reputation of Amazon Web Services (AWS).” With the AWS cloud, not only are infrastructure headaches removed, but so are many of the security issues that come with them. AWS’s world-class, highly secure data centers utilize state-of-the art electronic surveillance and multi-factor access control systems. Data centers are staffed 24×7 by trained security guards, and access is authorized strictly on a least privileged basis. Environmental systems are designed to minimize the impact of disruptions to operations. And multiple geographic regions and Availability Zones allow you to remain resilient in the face of most failure modes, including natural disasters or system failures.

The AWS virtual infrastructure has been designed to provide optimum availability while ensuring complete customer privacy and segregation. Not only are your applications and data protected by highly secure facilities and infrastructure, but they’re also protected by extensive network and security monitoring systems. These systems provide basic but important security measures such as distributed denial of service (DDoS) protection and password brute-force detection on AWS Accounts. Additional security measures include:

  • Secure access
  • Built-in firewalls
  • Unique users
  • Multi-factor authentication (MFA)
  • Private Subnets

The cloud offering also allows for breakthrough pricing, in an era where traditional on-premise systems are priced for hundreds of thousands of dollars. The efficiencies of the cloud are now making it possible to implement a sophisticated, world class, enterprise-grade solution for a reasonable monthly fee, not unlike the “Salesforce” pricing model with an unprecedented economic advantage and the benefit of never needing to worry about software updates or hardware procurement. The cloud solution’s subscription-based pricing model also works within CSI’s intentions of offering the lowest cost of ownership in the WFO space, presenting an OpEx subscription model rather than a traditional CapEx model.

Virtual Observer WFO-as-a-service provides customers with a robust and scalable web-based solution where the ability to score calls or send targeted training material to staff is inherent. Richard Marcia, marketing director, said of the feature set, “the call recording and call scoring is really where the fun just begins, as you can begin to manage your center’s schedules and forecasts, run advanced query searches against indexed audio to isolate trends, and bring your agents into the quality monitoring process with their own login and the ability to respond to evaluations.”

Virtual Observer supports an entire partner ecosystem of connectors and applications, from Avaya and Cisco telephony integrations, to Salesforce’s API, to complete hosted contact center vendors. “Everything is now possible for our customers, from an end-to-end virtualized, software-only roll out, to custom integrations with their most vital contact center technologies,” Marcia added, noting “the floodgates have now opened, for unlimited, uninterrupted improvement in the contact center.”

Virtual Observer is available through CSI’s channel of strategic business partners. CSI aligns with telephony dealers, managed service providers, hosted VoIP vendors, cloud-based contact center providers, Business process outsourcers, teleservices providers and consultants to deliver a bulletproof WFO experience.