VIRTUAL OBSERVER COMMUNITY

Create the world’s most agile agent workforce!

For contact centers of 50-5,000+ agents

www.csiworld.com

COORDINATED SYSTEMS, INC.

In today’s globally connected world customers demand quick, effortless and multi-channeled access to their service providers. In order to exceed customers’ expectations and deliver consistent service while controlling costs; today’s contact centers must have the ability to quickly adapt their workforce by accurately anticipating, planning and responding to the ever changing dynamics of customer behaviors.

Virtual Observer Community Workforce Management (WFM) software has revolutionized the way organizations plan and execute their unique optimization strategies.

Virtual Observer Community WFM eclipses the benefits traditionally delivered by legacy workforce technologies by tightly integrating an innovative multi-channel notification framework. The configurable notification channels are browser-neutral and designed to unite contact center personnel in the common interest of customer service and efficiency.

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Virtual Observer Community WFM’s customizable desktop portals; designed by industry experts, specifically for agents, supervisors, schedulers and administrators; enables organizations to maximize resource productivity, more consistently deliver customer service while controlling payroll related expenses.

The solution’s refined modern interface coupled with its wizard-driven processes provide an intuitive approach to accurately forecast demand and headcount and optimize agents’ schedules. Intelligent intraday dashboards and automatic reforecasting, based on current trends, provide analysts with advanced opportunities to mitigate risks by foreshadowing over and under staffed conditions.

This framework allows for heightened employee engagement and collaboration by providing agents unprecedented visibility into their schedules, pending requests, upcoming scheduled events, offers for over and under time and much more.

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Virtual Observer Community transforms legacy workforce management principles into an agile, dynamic and collaborative environment.

The solution is enabled by a powerful messaging framework integrated into its core DNA. Users may interact with staff across five distinct bi-directional communications channels.

Notification Channels

COMMUNICATION FRAMEWORK

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No other workforce management tool offers the breadth of communication options and quick access to staff using email, text messaging, mobile app, internal memos, pop-up alerts and streaming messages.

Through any of the options, supervisors and schedulers can:

• Send ad-hoc information and notifications to a specific group or individual• Send reminders about upcoming schedule events• Solicit agents for opt-in shift adjustments• Notify agents of any schedule changes• Notify them of processed requests• And much more...

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Virtual Observer Community WFM’s innovative mobile app connects and empowers your agents on-the-go by providing visibility to schedules, schedule change notifications, opt-in offers, reminders, adherence KPI’s and much more.

Any agent who is away from their desktop may:

• View their schedules.• View schedule adherence.• Receive notifications and accept or decline offers for over and under-time.• Notify the center of tardy events.• Take unplanned paid time-off.

VO Community Everywhere

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Forecasting

• Omnichannel staff planning• Multiple service level expressions for traditional and back office projections• Five selectable modeling engines• Time of day and day of week sensitive targets and shrinkage parameters• Unlimited “what-if” analysis and version control

Scheduling

• Wizard driven schedule optimization and bidding• Algorithm bias control – lowest cost or maximize coverage• Schedule efficiency measurement• Detailed cost of schedules• One-click publish schedule notification

ENTERPRISE FORECASTING & SCHEDULING

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Automated Schedule Attendance Monitor (ASAM)

Managing attendance has never been easier. ASAM, integrated with the phone system and the agent mobile app, provides an automated and streamlined approach to track agent arrival and attendance. The Attendance Monitor in ASAM allows supervisors to view agents as they arrive by specific time intervals. And, the Arrival Detail Console provides a dashboard of an agent’s status including expected arrival time, check in status, and late for shift while also streamlining the process of managing exceptions.

Automated Schedule Adjustment Plans (ASAP)

Imagine having the ability to refine work schedules and immediately inform agents across their chosen channels. Virtual Observer Community WFM is a one-of-a-kind toolkit that enables analysts to create, save and re-use an unlimited number of customizable strategies. This on-demand feature allows analysts to increase, decrease or refine staffing levels, virtually eliminating the tedious and time-consuming schedule modification processes.

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User Interface

The latest release of Virtual Observer Community WFM features navigation controls that further enhance usability and ease-of-use. With new tiles and tile badges users can reach a specific page by selecting a tile directly from the tile bar. New tile buttons include agent profiles, agent schedules, communication tools, detailed cost of agent schedules and attendance and adherence reports.

These quick links enable users to quickly navigate to specific features or message an agent via any or all channels

Enterprise

Virtual Observer Community WFM is designed with the flexibility to accommodate a single location or scale to needs of large enterprises with multi-site requirements. The solution is 100% browser-based, making the application easy to deploy, maintain and grow without sacrificing existing infrastructure.

Security

The solution supports Cloud or enterprise deployments that may be fully encrypted along with the notification channels and agent mobile application. Additionally, Virtual Observer Community WFM supports detailed permissions by users and roles, with a convenient Security Hub which enables isolation and visibility across all assets and enables simplified management of security for all users within a site or sites.

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Reporting

In the metrics driven environment of the contact center, intuitive dashboards and system reporting is essential. Virtual Observer Community WFM offers a rich set of reports that provide the KPI’s needed for efficient WFM execution.

For custom reports Data Target templates provide the ideal building blocks for exporting data to other applications such as payroll systems or shared servers. The Data Target templates utilize the same parameters as the standard reports within the product.

Steps-to-SuccessTM Deployment Model

Our team of highly experienced experts have deployed WFM and optimized best practices in hundreds of contact centers. Our Steps-to-SuccessTM deployment approach has been perfected over years of consulting WFM system deployments across all platforms. Training is based upon best practices with a goal of establishing a production environment. Whether you are an expert or a novice, the WFM Professional Services team has the breadth of experience to speak your language and ensure successful adoption.

Kick-off callSolution

configuration secured.

Remote installation and integration

in process

Two day on-site pre-training consultation

Four day on-site training

Two day on-site optimization

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“Deploying Community enabled Red Canoe Credit Union to increase agent adherence by 20 %. We absorbed a 10 % staff reduction without a decrease in service levels as a direct result! We cannot imagine our center without it.”Cindy C., Call Center ManagerRed Canoe

“They are easily one of our favorite vendor partners - Community is a great product, they provide won-derful service, all at the right price and they listen.”Tim Montgomery, PresidentCulture. Service. Growth.

“Community has made our scheduling pro-cess easy and efficient. The services, training and support that have been provided are first rate.”Tom H.Rochester Gas & Electric Corporation

“Since the deployment of the Community work-force management tool, our Customer Service department has seen an impressive reduction in overtime costs, as the tool enables us to accurate-ly schedule staff according to actual need. Breaks and lunches are scheduled automatically by the tool, ensuring that staffing is maximized at all times. We have found that since implementa-tion in 2005, our scheduling accuracy has been consistently within 1% of forecast. As budgetary accuracy is critical in any business, we have total confidence in Community to provide us with appropriate scheduling to meet the demand of a fast growing company.”Wade Clark, Customer Service DirectorPermanent General Assurance Corporation

CUSTOMER SUCCESS

Virtual Observer Community WFM is a revolution in workforce management

that supports the modern, multi-channel mobile world of today. The solution is full of unique features that have established new

standards for WFM technology starting with ease-of-use and going well beyond. Quite

simply, there is nothing like it!

VIRTUAL OBSERVER COMMUNITY