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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.

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Edited by Allison Boccamazzo

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