CSI’s Virtual Observer Integrates with Clarity Connect to Provide Complete Workforce Optimization Capabilities for Skype for Business Contact Center Customers

PRESS RELEASE: Coordinated Systems, Inc. (CSI) announced a strategic relationship with Clarity, integrating the company’s best-of-breed contact center for Microsoft Skype for Business, combining Clarity Connect and CSI’s Virtual Observer (VO) workforce optimization (WFO) solution. Together, the integrated offering will allow both Clarity Connect and CSI to deliver a complete and robust contact center solution for Skype for Business with full WFO functionality.

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CSI’s Virtual Observer can be selected right from within the Clarity Connect 4.0 Administration Console to provide WFO and quality assurance functionalities. Product Development teams from both companies collaborated to integrate the products in seamlessly. Clarity and CSI will also work closely on joint sales and marketing efforts including ensuring their respective partner programs can leverage the new integration.

“We are truly excited about entering into this partnership and becoming a vital component which extends Clarity Connect’s functionality,” said Rich Marcia, Marketing Director for CSI. “We’ll be able to serve the needs of Skype for Business customers in terms of providing value in an integrated workforce optimization suite, including quality monitoring, speech analytics, and workforce management which fits nicely and affordably across their entire array of cloud platforms and services.”

Clarity has seen significant growth in companies looking to migrate their contact centers to a product that integrates flawlessly and takes full advantage of Skype for Business. By productizing the integration within Clarity Connect and Virtual Observer, customers can now gain additional benefits from their investment in Skype for Business.
“We quickly realized the similarities in the core values within our companies and the way we approach building products,” said Jon Rauschenberg, CTO of Clarity. “Our focus on the customer and providing an innovative product at a very different cost structure are principles that differentiate both CSI and Clarity.”

The Virtual Observer product provides an end-to-end WFO set of functionality on a truly unified communications and collaboration platform, enabling customers to get the best experience while empowering users to work together to solve business problems in the most efficient manner possible. Quality scoring, forecasting, scheduling and adherence round out the abilities for a total view of daily activities.

Clarity Connect is a full-featured contact center native to Skype for Business. This means Clarity Connect adds missing functionality without duplicating or complicating the infrastructure or call control. Clarity Connect steps in and adds the required intelligence to conversations, regardless of modality, to deliver the best customer experience on the market. Intelligent IVR, skills based routing, real-time metrics, historical reports, and make up this first-of-its-kind approach to a contact center for a true collaboration platform.

CSI’s Virtual Observer is a workforce optimization solution for contact centers. It provides a complete system for automating the quality assurance process to propel performance and deliver a true view into the voice of the customer.