Virtual Observer Extends WFO Capabilities To Oracle Service Cloud

Coordinated Systems, Inc.'s Virtual Observer announces the general availability of its prebuilt Oracle Service Cloud connector, providing contact center customers added value by providing WFO functionality within the Oracle Service Cloud platform.

East Hartford, CT (PRWEB) - Virtual Observer integrates with today’s leading cloud CRM/ERP tools, such as Oracle Service Cloud, in a way that allows contact centers to operate one seamless technology platform fully integrating all aspects of CRM/ERP and WFO together in a single platform.

The integration can be as simple as a mass list of WFO Recordings which can be searched, sorted and played directly from the Service Cloud user interface or a dynamic list linked directly to Service Cloud Objects and placed strategically on their Workspaces.

The Oracle Service Cloud Connector Services reads the WFO database looking for the arrival of new interaction recordings, such as audio, video, chat, email, social or omnichannel. As new recordings are located, they are compared to a series of business rules in the WFO configuration to determine if the recording should be added to Service Cloud. The recording metadata is then written to the Service Cloud domain.

The recordings can then be accessed from the Incidents or Tasks within Service Cloud. The Connector Services may also locate matching Service Cloud elements, such as Incidents, Contacts, Tasks, which occurred during the time of the interaction recording and attach the WFO object to the proper Service Cloud object.

The Connector Services also reads metadata from Service Cloud to import Chat and Email Transcripts and to gather Workforce Management statistics for forecasting and scheduling.

About Coordinated Systems, Inc.
Coordinated Systems, Inc., (CSI), has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a cloud-ready call recording and workforce optimization solution for contact centers. VO provides an extremely high value to price and tremendous customer satisfaction. Virtual Observer includes Integrated Quality Management and Call Recording / Interaction Scoring & Evaluation / VO Live Screen & Webcam Real-Time Monitoring for Agent Assistance / Rules-Based Screen Capture / Performance & Trending Reports / Real-Time Drill-Down Dashboard Analytics / Agent Portal & E-Learning / 256-bit Media Encryption / Advanced Security Options for PCI & HIPAA / Speech Analytics / Salesforce, Zendesk, Oracle Service Cloud, ServiceNow CRM Integrations / Workforce Management / Surveying.