Coordinated Systems Inc.'s Virtual Observer now integrates with Oracle Service Cloud, bringing all aspects of CRM, enterprise resource planning (ERP), and workforce optimization (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 new interaction recordings over such channels as audio, video, chat, email, or social media. As new recordings are located, they are compared to 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 can also locate matching Service Cloud elements, such as Incidents, Contacts, or Tasks that 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.