CSI Integrates Its Virtual Observer with Clarity Connect

Coordinated Systems, Inc. (CSI) has forged a strategic partnership with Clarity, integrating the company's contact center for Microsoft Skype for Business, combining Clarity Connect and CSI's Virtual Observer (VO) workforce optimization (WFO) solution. Together, the integrated offering will allow both Clarity Connect and CSI to deliver a complete contact center solution for Skype for Business with full WFO functionality.

CSI's Virtual Observer can be selected right from within the Clarity Connect 4.0 Administration Console to provide WFO and quality assurance functionalities. Clarity and CSI will also work closely on joint sales and marketing efforts.

"We are truly excited about entering into this partnership and becoming a vital component which extends Clarity Connect's functionality," said Rich Marcia, marketing director at CSI, in a statement. "We'll be able to serve the needs of Skype for Business customers in terms of providing value in an integrated workforce optimization suite, including quality monitoring, speech analytics, and workforce management which fits nicely and affordably across their entire array of cloud platforms and services."

"We quickly realized the similarities in the core values within our companies and the way we approach building products," said Jon Rauschenberg, chief technology officer at Clarity, in a statement. "Our focus on the customer and providing an innovative product at a very different cost structure are principles that differentiate both CSI and Clarity."

The Virtual Observer product provides an end-to-end WFO set of functionality on a truly unified communications and collaboration platform. Quality scoring, forecasting, scheduling and?adherence round out the abilities for a total view of daily activities.

Clarity Connect is a full-featured contact center native to Skype for Business. Clarity Connect steps in and adds the required intelligence to conversations, regardless of modality. Intelligent interactive voice response, skills-based routing, real-time metrics, and historical reports make up this collaboration platform.

CSI's Virtual Observer is a workforce optimization solution for contact centers. It provides a complete system for automating the quality assurance process.