Established in 1972, Coordinated Systems, Inc. (CSI) has consistently evolved our solutions over time and our business has thrived on building high quality long term relationships with customers and partners in the Contact Center Industry. Our flagship product, Virtual Observer (VO), is a Call Recording and Work Force Optimization Solution bundling a myriad of WFO features, such as, Call Recording, Screen Recoding, Quality Assurance, Agent Monitoring, eLearning, Coaching, Speech Analytics, Desktop Analytics, HIPAA/PCI Compliance, WFM Scheduling, Forcecasting, Adherence, Shift Bidding, Reporting, Dashboarding, Analytics and more. We support recording on any phone system available including SIP, SIPREC, Zendesk Voice, Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.
This Zendesk Ticket Side Bar application embeds Virtual Observer Event Information, and Links to Play the Events in the Virtual Observer Media Player, directly into the Zendesk user interface on the ticket screen. Virtual Observer Events are recordings of Contact Center Agent Transaction including audio, video, emails, chats, twitter, facebook and more. Your transactions may occur entirely in the Zendesk environment using Zendesk email, voice and chat, or outside the Zendesk environment in your Enterprise Unified Communications Environment. In either case, rest assured Virtual Observer will capture them and link your customer interactions with Zendesk tickets.
Install this Zendesk application today and transform your ticket management team into a full fledged modern day omni-channel Contact Center.
- Create a Custom Ticket Field named VOEventData of type TEXT to hold linked Virtual Observer event information. Note the field ID once the field is created. You will also need to refresh Zendesk before the field will appear.
- Install the Virtual Observer Ticket Events app from the marketplace and enter the custom fields ID from above.
Contact CSI Support at firstname.lastname@example.org for additional assistance and to help configure your Virtual Observer Zendesk Import Service in the CSI Cloud. This app is free of charge as users are expected to already own and operate an instance of the Virtual Observer Work Force Optimization Solution. Contact CSI Sales at email@example.com for additional information.