Clarity Connect supports seamless integration with Microsoft Dynamics Online, allowing you to route calls based on customer data, deliver customer details to agents, and push data into customer records. CRM data is accessible directly within the Quick IVR call flow editor and is delivered to agents using our web-based agent console.
Clarity Connect also allows you to access other external data, via WCF services, HTTP GET requests, or by querying a SQL Server database, to gather routing information or build and generate a screen pop URL for other third-party web-based applications.
Workforce Optimization - CSI Virtual Observer
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.
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 call recording and workforce optimization solution for contact centers. VO provides an extremely high value to price and tremendous customer satisfaction. Features available within Virtual Observer include Call Recording, Quality Monitoring, Interaction Scoring & Evaluation, VO Live Screen & Webcam Real-Time Monitoring for Agent Assistance, Rules-Based Screen Capture. Performance & Trending Reports, Agent Portal & E-Learning, Speech Analytics and Workforce Management.