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

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