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CSI's Virtual Observer Demonstrates Call Recording Flexibility with Latest Wave of Customer Announcements


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September 30, 2008

CSI's Virtual Observer Demonstrates Call Recording Flexibility with Latest Wave of Customer Announcements

By Tim Gray, TMCnet Web Editor

Coordinated Systems, Inc (CSI), with its Virtual Observer (VO) solution, has demonstrated a great deal of flexibility in call recording solutions of late with a variety of recent customer announcements.
For starters, the Connecticut-based company signed up GameStop, a Grapevine, Texas company that selected CSI’s Virtual Observer call recording and quality monitoring solution for their Nortel (News - Alert) phone systems.

"We chose Virtual Observer because it offered the flexibility we needed for our growing customer support center,” said Kent Morris, director of Customer Service.  “I found Virtual Observer to be an economical yet powerful call recording system that is very easy to use and can be easily expanded as our needs change."
GameStop, the world's largest video game retailer and operates 5,557 retail stores throughout the United States, Europe and Canada, also owns two e-commerce sites, and, and GameInformer magazine.
While VO was a great fit for GameStop’s Nortel phone system, Natick, Massachusetts company Boston Scientific chose VO to record calls off their Avaya (News - Alert) phone system in their Valencia, CA location (Neuromodulation division).

"We are very excited about the opportunities that Virtual Observer will give us to bring our Customer Service Staff to the next level,” said Gary Peyser, director of Customer Service at Boston Scientific. “Over the past several years we have focused on skills training, product knowledge as well as phone skills. VO will give us an opportunity to evaluate our individual representatives in this area and help them to improve their skills through real life interactions. We chose VO (and CSI) by features, price as well as meetings with the professional staff during our evaluation process."
Boston Scientifics’ pain management business is the innovation leader in less invasive microelectronic implantable technologies used to treat chronic neuropathic pain. The use of minute pulses of electricity delivered directly to nerves, known as Spinal Cord Stimulation, has been in use for more than 30 years.

Without the unwanted side effects and long term costs associated with pain medications, and less invasive than surgical procedures such as spinal fusion, Spinal Cord Stimulation is a reversible therapy that has helped thousands of people find relief from chronic pain.
The versatility of VO continues to be demonstrated through the different systems business apply it to. For example, CSI announced that SRA Associates selected CSI’s Virtual Observer for call logging and quality monitoring for its Samsung (News - Alert) phone system.

The New Jersey-based SRA Associates has a Samsung phone system that will now use the Virtual Observer Professional Logging Edition to capture all calls and to also automate their contact center's quality initiatives, according to John Ciara, president of SRA Associates.

"From a standpoint of price and options that worked with our current phone environment, Virtual Observer made the most sense for our company," said Ciara.

SRA Associates is a nationally licensed and bonded receivables management services organization located in Southern New Jersey. Founded in 1994, SRA Associates quickly established a reputation for delivering superior debt liquidation results while also providing unmatched customer service.

SRA Associates has developed into one of the most dependable results-oriented service providers in the recoverables industry, offering a cost-effective extension to customers' in-house recovery efforts.
Another interesting deal for CSI came on the announcement that eRX Network picked VO for call recording and quality monitoring.
The Asheville, North Carolina company will run Virtual Observer Professional Logging Edition on its Cisco (News - Alert) VoIP phone system.
 "We received positive feedback from existing CSI customers, but ultimately, our decision was based on value,” said Joseph Balcken, director, Customer Service, eRx Network. “We felt that the features and functionality that VO had to offer as well as the relatively low cost of ownership were more in line with our company’s needs. In addition, we felt that the associated ongoing costs would allow us to scale the product as our company and customer service organization grew."

eRx Network's is a leading provider of third-party claims management and analysis services, Medicare and Medicaid DME billing services, and electronic prescribing services to the retail pharmacy industry. eRx solutions provide their customers the tools necessary for improving their profitability, efficiency, and accuracy.

eRx Network's success lies in the exceptional service, innovative technology, and industry expertise offered to customers, ensuring e-commerce products, billing services, data center solutions, and network infrastructure are designed to meet the evolving needs of a complex industry.
These recent customer acquisitions is yet another signal that CSI's Virtual Observer continues to demonstrates its call recording flexibility throughout the industry.
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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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