Virtual Observations - The CSI Call Center Blog
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From the Virtual Observer "Did you know" files...
Did you know...Virtual Observer (VO) can be used to record screens in a dual-screen environment. Dual-Screen can be very effective, doubling the desktop landscape, for example, enabling supervisors to playback screens on one monitor and open evaluations on another.Did you know....Many customer imple …
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Featured Resource: IP Telephony, VoIP and Broadband blog from ZDnet
There is always good stuff to read on this VoIP blog, written by Russell Shaw. Recently they've been recapping the year's most popular posts, which include "a VoIP provider flames out", detailing the sudden shut-down of VoIP provider SunRocket, leaving 200,000+ subscribers in the lurch.Another popul …
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A very special call center Christmas
As this is truly a global industry, I thought this year's christmas post would be done using Google's translation tool, I am pleased to present you with "Happy Holidays! This call may be recorded for quality and training purposes." in nine languages:Spanish: "Happy Holidays! Esta llamada puede ser r …
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Introducing VO Live: It's a difference-making quality monitoring benefit
We are pleased to introduce a groundbreaking new feature suite. It's called VO Live, and it really sets the bar high for quality monitoring features, especially when you consider it is included at no additional charge with the base Virtual Observer Professional package.VO Live provides supervisors w …
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Announcing Reliable Call Recording for Shoretel
Shoretel is an emerging player in the VoIP phone system market.We've heard from quite a number of Shoretel customers who have stated that the existing call recording systems available for Shoretel are not getting the job done.Based on the market's demand for a reliable, robust call recording system …
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Virtual Observer customers in the news
Salvation Army West USA found in The Long Beach Press Telegram:The Grand Prix Association is assisting The Salvation Army with its "Operation Christmas Adopt-A-Family" program, providing warehouse space for gift distribution, as well as adopting a local family by giving them food for Christmas dinne …
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Does Virtual Observer support T1 recording?
While we have been selling a great deal of digital and VoIP systems in the last two years, often as an alternate method of recording, we are asked to record trunkside or T1.This especially comes into play when we are asked to record a system which we don't have a compatible audio recording board for …
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CSI selected for Avaya DevConnect Program
We're pleased to announce we have been selected by Avaya Inc., a leading global provider of business communications applications, systems and services, for membership in the Avaya DevConnect program.The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovat …
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How flexible is the Virtual Observer UI?
Virtual Observer's user interface presents evaluators with a single unified screen that includes audio and screen capture playback as well as the evaluation form. Virtual Observer delivers a screen layout in that it can be modified to create a customized look and feel that is most comfortable to ea …
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How does Virtual Observer manage storage of recorded media?
In a call logging environment, where every call is captured, online storage can be managed where calls can be automatically be purged based on a storage threshold or based on date. Selected calls, however, can be retained and removed from the purging process. Virtual Observer offers an Auto-Archivi …
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Featured Customer: ConnectiCare
ConnectiCare recently implemented the latest version of Virtual Observer Logger, which records every call. What pleased the personnel at ConnectiCare most about the upgrade was the fact that ???we see some of our own suggestions come into play and become a usable feature in the system, such as addit …
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Big business benefits from CTI and Avaya Interaction Center
One of our newest customers, a large wireless provider scores big business benefits by integrating Virtual Observer and Avaya Interaction Center.An award-winning wireless carrier that has operated in the Southeastern United States since 1999 and in parts of the Caribbean since 2004, they have more t …
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Capturing screens in a Citrix environment
Recent Virtual Observer implementation at a utility provider in Cleveland, Ohio:This customer purchased Virtual Observer Logger for their Avaya phone system in multiple locations. What made this particular installation unique was the fact that all of the agents were on a Citrix environment instead o …
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Recent call center keyword searches that drove traffic to this blog
Right on target with our content:"pci compliance for call centers""Top 10 ways of monitoring individual and team performance""why do you want to be a call center agent""agent scheduler smdr""call centre chat""call center stories""is being a call center agent is easy criteria in call center environme …
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Recent call center expansions
DiaTri Opens Its Second national Call CenterDiaTri, the leader in national diagnostic network and scheduling services is pleased to announce the opening of its second national call center. This second call center will be located in the Tampa, FL area and will provide a very nice complement to DiaTr …
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More than just a logger, but as a logger, it's very, very good
In the marketing department here at Coordinated Systems, Inc., we get a ton of leads and inquiries for call recording. Half of the leads that come in fall into our sweet spot, which is call recording for quality assurance. The best leads are from contact centers looking to record agent interactions …
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Notes and News on distributed call centers, infomercials, Skype and MS Office online
According to a news story on Earthtimes, "4 out of 5" of the top infomercials are outsourcing their call centers to LiveOps.com. Speaking of infomercials, I wonder if Giuseppe Franco (if you've ever watched a Yankees game on Yes, you know who I'm talking about!) answers the incoming phone order line …
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Virtual Observer phone systems compatibility
Virtual Observer (VO) connects to most popular phone systems. The following constitutes a partial list. Please feel free to contact us about other phone systems VO may connect to. VO also connects with any t1 line, any analog line, and many more.Avaya - VO offers recording connectivity to all Avaya …
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News feed of the sources we read
Everyone in our industry reads the major telecom news vendors. I read all of them in my news feed reader. I've created a feed of the latest news items from the main call center news portals. You can bookmark this page and it will always be a fresh list of news. If your reader or email client doesn't …
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Do you offer customer service via web chat?
More and more businesses are offering web chat on their company website as an alternative method for contacting customer support or sales. I suspect as more and more college students graduate into the workforce, this will become the norm as opposed to an emerging trend. They're used to using Instant …
Virtual Observations - The CSI Call Cen..
