Virtual Observer Extends WFO Capabilities to Oracle Service Cloud

Virtual Observer integrates with today’s heading cloud CRM/ERP tools, such as Oracle Service Cloud, in a approach that allows hit centers to work one seamless record height entirely integrating all aspects of CRM/ERP and WFO together in a singular platform.

The formation can be as elementary as a mass list of WFO Recordings that can be searched, sorted and played directly from a Service Cloud user interface or a energetic list related directly to Service Cloud Objects and placed strategically on their Workspaces.

The Oracle Service Cloud Connector Services reads a WFO database looking for a attainment of new communication recordings, such as audio, video, chat, email, amicable or omnichannel. As new recordings are located, they are compared to a array of business manners in a WFO pattern to establish if a recording should be combined to Service Cloud. The recording metadata is afterwards created to a Service Cloud domain.

The recordings can afterwards be accessed from a Incidents or Tasks within Service Cloud. The Connector Services might also locate relating Service Cloud elements, such as Incidents, Contacts, Tasks, that occurred during a time of a communication recording and insert a WFO intent to a correct Service Cloud object.

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

About Coordinated Systems, Inc.

Coordinated Systems, Inc., (CSI), has thrived on building high-quality, long-term relations with business and partners. CSI’s flagship product, Virtual Observer (VO), is a cloud-ready call recording and workforce optimization resolution for hit centers. VO provides an intensely high value to cost and extensive patron 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

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