Virtual Observer

Developed by Coordinated Systems, IncUpdated 01/16/2020Version 5

Virtual Observer (VO) is a full workforce optimization (WFO) solution suite that optimizes contact center performance

The right WFO solution will help you maximize employee performance while improving your customer experience. Revolutionize the efficiency and success of your contact center with a solution that helps you retain high-performing talent and provide the best possible customer experience. See below for details on the various products available within the VO WFO Suite:

Quality Management with Screen Capture

Optimal customer experience is the product of smart quality management and superior analytics. VO QM allows you to take every customer interaction as an opportunity to learn from, strengthen, and grow your customer base.

Speech Analytics

Analyze every customer interaction and gain insight into what customers say, write, and – most importantly – feel. This AI-driven tool is also omnichannel capable and supports automated evaluations.

Workforce Management

Two WFM solutions help streamline staff scheduling. Reduce overstaffing, create more accurate forecasts, automate scheduling and keep employees engaged. You can get back to strategy instead of tedious administration.

CRM Connectors

Simplify agent workflows by embedding your contact center solution with your CRM interface. VO connectors integrate with Salesforce, Zendesk, ServiceNow, Oracle Service Cloud, Microsoft Dynamics365, Freshworks and more.

LightsOut! Pause and Resume Recording

Pause and resume recording with LightsOut! to prevent the recording of sensitive information. Manual and automated triggering options are available.

Plans & Pricing