Virtual Observations - The CSI Call Center Blog
-
A. Duie Pyle leverages call center quality monitoring solution from CSI
A. Duie Pyle offers a complete transportation and logistics service throughout the Northeast United States. On-time performance of A. Duie Pyle exceeds 99% on all shipments delivered direct throughout the Northeast. Investment in technology for customer service has helped Pyle win numerous quali …
-
CSI included in article on "Four Technology Companies Continue to Innovate"
While Connecticut has yet to be confused with Silicon Valley, or even Silicon Alley for that matter, technology companies in the Nutmeg state are providing vital services throughout the world, and those offering money saving services and products are likely to continue growing. It’s rough out the …
-
Survey of LinkedIn Network members asks: What's the most significant customer service technology br …
I recently asked the LinkedIn network "What's the most significant customer service breakthrough you've seen in your time, from a technology standpoint? Is it your CRM? Workforce management? Quality monitoring? E-Learning? Web Chat? Google Services?" As a testament to the power of social networki …
-
CSI Partner NACR celebrates 15 years of Success
North American Communications Resource, Inc. marks 15 years in the communications business with a yearlong celebration including special events for employees, customers, and partners. NACR is a leading provider of comprehensive communications solutions including Voice over IP (VoIP), convergenc …
-
Virtual Observations Greatest Hits, Volume Two
Digging into our web analytics, we're pleased to bring you a list of the top ten most-read blog posts from our four years of blogging: - Top 5 Motivational Quotes for Call Center Employees - Harry & David Scale Up Their Call Quality For the Holidays - Do You Hear What I Hear? - What …
-
Scalability, Feature Set Drive 1&1 Internet to select Virtual Observer
We are pleased to announce that 1&1 Internet will be implementing Virtual Observer to record calls on their Alcatel phone system to enhance their customer service quality program. Virtual Observer quality monitoring features which will be utilized include Integrated Evaluation, Integrated Screen …
-
Adding to the Virtual Observer - LFCU Success Story
Today the news wires featured a story about how "Virtual Observer helped Lockheed Federal Credit Union deliver timely member services". One noteworthy addition we need to mention with this article was that not only were we recording their main call center with nearly 100 phones, but we'd also r …
-
Earning trust in today's tough economic climate
There is something to be said about being in business for 36 years. Experience builds character and a big part of that character is stability. It’s easy to go through the up times, but it’s the economic down times that strengthen businesses. Stability comes from the experience of living …
-
GameStop chooses Virtual Observer to boost quality monitoring initiative
We are pleased to announce that GameStop, Inc., with headquarters located in Grapevine, Texas, has selected CSI’s Virtual Observer call recording and quality monitoring solution for their Nortel phone system. "We chose Virtual Observer because it offered the flexibility we needed for our growing …
-
ShoreTel VoIP News Round Up
We've gathered up some of the latest news relating to the ShoreTel VoIP phone system: ShoreTel Blog: Unified Communications Myths - Is UC Too Costly and Complex ShoreTel Angles at R&D Microscope: From IPO to IP~ShoreTel CEO John Combs ShoreTel CEO: Courage Pays Off centredaily.com: Amazon …
-
Boston Scientific chooses Virtual Observer for Avaya Call Recording & Quality Monitoring
We are pleased to announce that Boston Scientific, Inc., located in Natick, Massachussets, has selected CSI’s Virtual Observer call recording and quality monitoring solution for recording calls off of their Avaya phone system. "We are very excited about the opportunities that Virtual Observer will g …
-
CSI announces enhancements to corporate website
We are pleased to announce a redesigned look for our corporate website. While the old version of csiworld.com was very effective (targeted traffic and conversions doubled from the previous incarnation), it was time we enhanced the look and feel and incorporated some of the new content we had been p …
-
SRA Associates chooses Virtual Observer for call logging and quality monitoring
We are pleased to announce that SRA Associates, Inc., located in Hi-Nella, New Jersey, has selected CSI’s Virtual Observer for call logging and quality monitoring. SRA Associates has a Samsung phone system and will be using the Virtual Observer Professional Logging Edition to capture all calls an …
-
Leading pharmacy claims management company selects Virtual Observer for Cisco call recording
We are pleased to announce that eRx Network, LLC, located in Asheville, NC has selected CSI’s Virtual Observer for call recording and quality monitoring. eRx Network, LLC has a Cisco VoIP phone system and will be using the Virtual Observer Professional Logging Edition to capture all calls and to …
-
Virtual Observer call recording system becomes even more flexible
What's all that ruckus up in the CSI and Virtual Observer labs?Must be the engineering team banging out more new features for Virtual Observer.Among the highlights:* The Virtual Observer screen capture module now captures and makes note of all screen activity from log in to log out. These screen fra …
-
Avaya News: Avaya Appoints new GM and VP of Contact Center Division
Avaya announced it has appointed Bob Lyons to lead the company’s global contact center organization.The move adds focus on helping companies turn customer service into a competitive asset.As general manager and vice president of Avaya’s customer service applications division, Lyons will oversee a bu …
-
Rounding up latest news from our supported phone systems
Virtual Observer supports many popular connectivities, and occasionally we like to move the spotlight to shine on some of the news those companies are making. The communications world is evolving fast. We also have a news feed on the sidebar which displays real time news for phone system vendors as …
-
30+ years later, one of our biggest differentiators is still our people
In trying to stand out from the crowd of call recording vendors, it helps to have a little history on our side. Being around since 1972 gives our management team quite a bit of experience in dealing with an up and down economy, rapidly changing technologies, and adapting to new marketplaces as neede …
-
Virtual Observer Call Recording Solution Now Rated Avaya Compliant
The Virtual Observer call recording and quality monitoring application is now compatible with key Avaya call center and IP telephony solutions (including DMCC/CMAPI)We're pleased to announce today that Virtual Observer (VO) is now compliant with all call center telephony solutions from Avaya, a lead …
-
Call Recording should be a one-time purchase
Why should call recording be a one-time purchase? The initial selection of a call recording vendor typically entails quite a bit of work:1) research and identification of requirements2) market comparison of industry vendors3) due diligenceIf the relationship is maintained properly, the customer sho …
Virtual Observations - The CSI Call Cen..
