CSI Integrates Virtual Observer WFO with Talkdesk



Coordinated Systems, Inc. (CSI) has joined the Talkdesk AppConnect Marketplace, bringing its quality management, screen capture, and workforce optimization options to Talkdesk customers.

This integration combines the cloud-based contact center services and workforce optimization (WFO) applications of Talkdesk and the CSI Virtual Observer WFO platform.

CSI's Virtual Observer (VO) is a workforce optimization solution specifically designed for cloud-enabled contact centers. It extends the Talkdesk platform to offer integrated omnichannel recording, quality management with screen capture, and pre-built connectors to embed WFO within CRM applications such as Salesforce, Oracle Service Cloud, Zendesk and ServiceNow.

"We are extremely excited about entering into this partnership with Talkdesk and becoming an essential component in their contact center ecosystem," said Rich Marcia, marketing director at CSI, in a statement.