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CSI Call Center Celebrates 40 years of Innovation

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July 02, 2012

CSI Call Center Celebrates 40 years of Innovation

By Mandira Srivastava, TMCnet Contributor


It is important to celebrate every success – whether big or small, it will build your confidence and help you reach your dreams. This is exactly what call center monitoring firm CSI (News - Alert) is doing, now celebrating its 40 years of innovation and success.


 According to a press release, many of CSI’s staff had long tenures within the organization. Approximately, half of the current staff started pre-1995, when the company began reinventing itself from a manufacturing control software development company to one which focused on the growing call center industry.

In the early to mid-90s, CSI looked to the call center space as an emerging market, stepping into this industry by creating the first blended Call Logger / Call Monitoring model by offering the ability to record every call with audio and a random sample with audio and screens. The company designed the previous version of VO from the ground up to be an enterprise application. Architected using .NET (News - Alert) services, it also allowed for the scalability and framework to support multi-location demand.

“With our manufacturing control software, we actually were very ahead of our time: we had come up with a model to “rent” the software and make most of our revenues from customization. It was kind of a precursor to the "freemium" marketing model which so many technology companies use today, especially in the SaaS (News - Alert) world,” said Rich Marcia, Director of Marketing for CSI.

CSI has always been more nimble and cost-effective, yet also more open to specific customer requirements and their diverse needs. For example, during the hurricane of 2011, the company forged on while battling power outages and telephone interruptions.

8x8 Inc. is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) (News - Alert) is the world’s premier IP communications event. Visit AudioCodes (News - Alert) in booth #808. For more information on ITEXPO West 2012 click here.




Edited by Allison Boccamazzo







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