CSI is the provider of Virtual Observer, a workforce engagement solution for contact centers. Virtual Observer's robust features include a web-based user interface, Call Recording, Integrated Screen Capture, Call evaluation and Scoring, Speech Analytics, Agent Portal for E-learning and Agent Development, Surveying, Enterprise Workforce Management, and the solution offers integrations with CRM platforms such as Salesforce, Zendesk and Oracle Service Cloud. Virtual Observer offers a leading cloud-based workforce engagement solution and supports many cloud and premise-based telephony systems, including Five9, Avaya, Cisco, etc. CSI is a member of the Avaya DevConnect Technology Partners Program and the Cisco Solution Partners Program. CSI's Virtual Observer is the winner of the 2017 Saddletree Research "Achievement in Workforce Optimization" award.