Contact Center Solutions Featured Article

CSI Workforce Optimization as a Service Acts to Protect Contact Centers

April 30, 2014

Turn on what you need, pay for what you use, nothing more - This is the new mantra of Coordinated Systems, (CSI (News - Alert)), a provider of call recording and workforce optimization solution for contact centers. The company recently launched Virtual Observer Workforce Optimization as a Service, for unlimited, uninterrupted improvement in the contact center.

Cloud has now become 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. The efficiencies of the cloud are now making it possible to implement a sophisticated, world class, enterprise-grade solution for a reasonable monthly fee along with the benefit of never needing to worry about software updates or hardware procurement. This system is believed to work well 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.

Developed to function natively within standard emerging cloud technologies, the newly launched WFO service is offered on Amazon Web Services (News - Alert) (AWS) infrastructure and services built on Microsoft .NET standards.

Amazons Elastic Cloud Compute is capable of delivering customer specific and just the right amount of resources componentized for each customer and the infrastructure is said to take care of the security as well.

“Our Workforce Optimization as a Service platform is extremely secure,” Dan McGrail, vice president of Product Engineering, CSI, said in a statement.

“Besides our own secure encrypted layers, we’re backed by the impeccable reputation of Amazon Web Services,” McGrail added.

Cited advantages of Amazon Web Services infrastructure includes;

  • Highly secure data centers utilize state-of-the art electronic surveillance and multi-factor access control systems.
  • Data centers are staffed 24x7 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.
  • Reliable even during the face of most failure modes, including natural disasters or system failures.
  • Additional security measures include: secure access, built-in firewalls, unique users, multi-factor authentication (MFA (News - Alert)), and private subnets.

Key highlight of the Virtual Observer WFO-as-a-service cited is that it allows customers to enjoy the inbuilt facility to score calls or send targeted training material to staff.

“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,” Richard Marcia (News - Alert), marketing director, added.

Virtual Observer is made available through CSI’s channel of strategic business partners. 




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!