Coordinated Systems, Inc. (CSI), a leading provider of Workforce Optimization (WFO) Solutions and Silver level member of Oracle PartnerNetwork (OPN) announced that its Virtual Observer Omnichannel WFO Solution has achieved Integrated with Oracle Cloud status and is now available in the Oracle Cloud Marketplace, offering added value to Oracle Cloud customers.
The Virtual Observer Omnichannel WFO Solution enhances contact center performance, quality and customer experience with an out-of-the-box service cloud app for Workforce Optimization, which integrates directly into the Oracle Service Cloud interface.
The Oracle Cloud Marketplace is a one-stop shop for Oracle customers seeking trusted business applications and service providers offering unique business solutions, including ones that extend Oracle Cloud Applications. Oracle Cloud is one of the industry’s broadest and most complete public cloud, delivering enterprise-grade services at every level of the cloud technology stack including platform as a service (PaaS), infrastructure as a service (IaaS), and data as a service (DaaS).
“Virtual Observer will allow a contact centre to operate Oracle Service Cloud as a near-seamless technology platform fully integrating our WFO components (Omnichannel Recording, Quality Management, Workforce Management, Speech Analytics, E-Learning, Agent Portal KPIs and PCI/HIPAA security) all from within the Oracle Service Cloud interface. Virtual Observer will record Oracle Service Cloud Chat and Email transcripts with its unique ability to screen record Oracle Service Cloud Chat and Email for quality management and training purposes. The solution can be further expanded to provide Workforce Management planning, forecasting, scheduling, intraday management and real-time adherence for all communication channels including Oracle Service Cloud Chat and Email. Virtual Observer delivers a Contact Center solution within a combined modular framework enabling the customer to expand features based on business needs and desired budget,” said Rich Marcia, marketing director, CSI. “CSI’s participation in the Oracle Cloud Marketplace further extends our commitment to the Oracle community and enables customers to easily reap the benefits of Virtual Observer. We look forward to leveraging the power of the Oracle Cloud to help us achieve our business goals.”
Integrated with Oracle Cloud status recognizes OPN member solutions that have been tested or verified to integrate with Oracle Cloud. The Oracle Cloud Marketplace offers an intuitive user interface to browse and search for available applications and services, as well as user ratings and reviews to help customers determine the best business solutions for their organization.
With its new automated application installation features, customers can easily deploy provider business applications from a centralized cloud interface.