We are pleased to announce that Advocate Physician Partners , located in Mt, Prospect, IL, has selected CSI’s Virtual Observer Professional system for call logging and quality monitoring . Laura Santiago, Resolution Center Supervisor for Advocate Physician Partners, declared Virtual Observer the logical choice based on flexibility and sophistication of data analysis available. “I can certainly tell you that CSI’s sales approach was professional and prompt

Read this article:
Chicago-based Advocate Physician Partners implements quality monitoring system

We are pleased to announce that Catholic Knights , located in Milwaukee, WI, has selected CSI’s Virtual Observer Logger system for call recording and quality monitoring. Joyce Brost , Facility Coordinator for Catholic Knights declared Virtual Observer a logical choice for their organization. The system will be recording calls off of an Avaya switch in their contact center, providing the organization with the ability to evaluate calls, as well as provide agent feedback and training .

More here:
Catholic Knights implements Virtual Observer to enhance agent training

Over the past six weeks Direct Call have provided the Green Party with highly professional call centre services during their vital Euro and Local election campaigns. As the dust begins to settle after the manic last few days, it is clear that the Green Party has made hugely promising progressions that will drive the party towards an increasingly imminent general election

Read more from the original source:
Direct Call Helps The Green Party Make Huge Progressions In Euro and Local Elections

The core quality assurance features which come bundled with Virtual Observer helped to make SRA Associates’ recent call recording implementation a resounding success: Read this excerpt from an article on TMCnet : The Virtual Observer team implemented a system to record calls of SRA’s Samsung (News – Alert) phone system. Using an SMDR feed, the calls are able to be tied back into the agent database. Screens are captured and synchronized to give SRA a complete perspective on the customer’s interactions.

See the rest here:
Call center quality monitoring can yield dramatic improvements

We are pleased to announce that Assurity Life Insurance Company, located in Lincoln, Nebraska, has selected CSI’s Virtual Observer Professional for call recording and quality monitoring. Virtual Observer was implemented to record calls off of Assuritys’ Siemens phone system. CSI worked hand-in-hand with partner Windstream Communications to configure a robust quality monitoring solution for Assurity which not only met all project requirements but was also able to bring in the total project cost under budget

Originally posted here:
CSI and Windstream partner to deliver Siemens call center quality monitoring to Assurity Life Insurance Company

Here’s a quick update on some of the latest updates to VO’s Performance Reporting & Analytics features: – Added dynamic real-time date range capabilities to our “Dashboards” feature: Current Day, Current Month, Current Year. Added Trending Reports: * New Recording Statistics which cross-reference a period of time (Hour, Day, Week, Month, Quarter and Year) against Agent, Agent Type, Supervisor, etc

Visit link:
Recent enhancements to call recording performance reporting features

Avaya just published a success story detailing Virtual Observer’s impact on the ever-scaling Results Group’s quality initiatives. Some highlights: * Results Group expanded their operation by opening 23 new contact centers across North America and Europe. * Results Group needed a scalable call recording and quality monitoring solution that could accommodate their aggressive expansion and still provide excellent value to price.

See the original post here:
How the Results Group automated their quality monitoring with CSI-Avaya solution

We are pleased to announce that Home Depot Bath Remodeling , located in Kansas City, Missouri , has selected CSI’s Virtual Observer Professional VoIP logger for call recording and quality monitoring. The system will be logging calls off of Home Depot Bath Remodeling’s Avaya phone system. Home Depot Bath Remodeling chose CSI based on robust quality monitoring features as well as CSI’s solution-sales approach.

Go here to read the rest:
Virtual Observer selected by Home Depot Bath Remodeling for Avaya VoIP Logging and Quality Monitoring

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 record their 10 satellite offices, each with a handful of phones. The LFCU implementation is a true enterprise-caliber solution with a central data repository, and multiple harvest remote harvest points, illustrating how Virtual Observer is a natural selection for smaller and mid-sized credit unions, but VO also is a perfect choice for large and enterprise-scale credit union call recording needs as well

Read the rest here:
Adding to the Virtual Observer – LFCU Success Story

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), convergence, mobility, collaboration, unified messaging, and contact centers; network readiness, design, implementation, and testing services; and ongoing consultative, maintenance, repair, and technical support.

Read more:
CSI Partner NACR celebrates 15 years of Success