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Coordinated Systems, Inc.'s Virtual Observer Shaping Call Center Monitoring Space


TMCnews Featured Article

September 23, 2008

Coordinated Systems, Inc.'s Virtual Observer Shaping Call Center Monitoring Space

By Tim Gray, TMCnet Web Editor

As call center technology continues to develop and functionality within those systems evolve companies such as Coordinated Systems, Inc (CSI), and its Virtual Observer (VO), are helping business adapt to the changing climate.
Because the call center industry has grown significantly in multiple directions, with centralized centers handling the work of multiple locations, the addition of outsourced centers in multiple countries and internal staff distributed across remote locations is making it harder to control for many managers.

CSI offers a range of products and solutions that are built around the philosophy of being "simple, effective and affordable.”  The company’s core business provides quality assurance technology and workforce optimization for call centers. This solution includes call recording software, an evaluation component, server hardware, and professional installation and trainings services.
"Since the implementation of the updated version of VO, there have been many differences that I have found beneficial in my everyday use,” says Yvonne Toutant of Resolution, Inc. “With the new Query Wizard feature, you are able to define virtually any piece of data that you need and sort accordingly.”

In fact, Resolution, Inc. says reporting has become more efficient with VO and listening to calls easier with the visual event player. “The ‘make media list’ feature with Web playback has a lot of benefits, although I haven’t had the opportunity to really put this feature to use yet.”
Richard Marcia, marketing director at CSI, says the company’s Professional Services team can help extend the power of Virtual Observer throughout an entire enterprise.

Whether looking for that perfect custom report or evaluation form, or to leverage the value of a CRM system to share data with Virtual Observer, the Professional Services team can develop a blueprint for success for you to achieve these goals.

”Virtual Observer evolves in parallel with the demands of our customer base. When the industry demanded a more affordable call recording solution, we introduced selective recording, which turned the industry on its ear, enabling the benefits of quality monitoring to the smaller centers who couldn’t afford it before,” said Marcia.
CSI’s Integrated Evaluation helps score customer interactions based on predefined criteria. That evaluation module works within Virtual Observer (VO) 3.0 Professional, a simple, effective and affordable quality assurance solution for call centers. While VO is fully customizable, it is designed to continuously improve the performance of call center agents and available in a wide array of configurations designed to work with call centers of all sizes.
Key features include: Easy to use scoring interface; Evaluate by agent, time, type of call, or all calls; Scoring criteria is fully customizable; Visual event player makes it easy to identify call gaps and heavy activity; Score events during playback or standalone; Create custom events for unlogged interactions.
In addition the VO's Evaluation module allows users to: Develop metrics to measure improvement; Discover your team's weaknesses; Adapt scoring as processes change; Reduce training cycle time; Improve upsells, saves, individual agent and overall call center performance.
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Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Tim’s articles, please visit his columnist page.

Edited by Tim Gray

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