CSI Integrates Virtual Observer WFO with Zendesk



Coordinated Systems, Inc. (CSI) announced today a strategic integration for Virtual Observer Workforce Optimization with Zendesk, a cloud-based, customer service software company.

CSI created two apps for Zendesk's app marketplace, enabling Virtual Observer and Zendesk customers to extend the value of both applications and leverage their recorded interactions within Zendesk environments.

The Virtual Observer Ticketing Events App will bring recorded audio, chat, social events, and recorded screen activity directly into related Zendesk tickets.

The Virtual Observer Agent Portal Zendesk App enables access to Virtual Observer's Agent Portal interface right from within users' Zendesk environmenst, allowing agents to see their workforce optimization analytics side by side with their Zendesk information.

CSI also integrated Virtual Observer into Zendesk's communication channels so transactions made through Zendesk, including email, voice, chat, and social, are automatically harvested into the Virtual Observer database, allowing the Zendesk interactions to be logged or evaluated as part of a workforce optimization initiative.

"The integration of the Virtual Observer platform into Zendesk will benefit existing Zendesk customers who can now use affordable workforce optimization tools to oversee their contact center performance," said Rich Marcia, marketing director at CSI, in a statement. "Integrations with applications like Zendesk and other SaaS-based customer service solutions are natively complementary to a workforce optimization solution such as Virtual Observer."