John Smallwood, CEO
Our business plan includes continuous investment in voice technology and training. And we are proud to announce installation of Virtual Observer. This will allow our team to address training and education issues promptly, and to improve the performance of our team by isolating specific areas in which team members can improve. We will catch and correct mistakes rapidly, and even interact with our agents while they are on a call.
We utilize the Speech Analytics features, which has really paid off for us so far. The ability to search by key words has eliminated the hunt and peck method we used previously. One of the other features we love is the screen capture and live desktop monitoring that enhances coaching and praise opportunities. I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!
Alec Brecker, COO
Virtual Observer was the product with the most features for the value, especially value to price.
Laurie Douglas, Senior System Administrator
Kudos to your organization’s attention to detail. I dream that someday ALL vendors will be this way. You have made my life so much simpler with this project.
Alex Braunschweig, Systems Administrator
This was our first step into call recording and I can’t imagine I would want to look at any other product for our deployment. Our Cisco vendor recommended CSI and I can see why. Probably the easiest implementation and training I’ve ever worked on from a vendor. I’ve never had an issue with anyone from CSI with any questions or issues I have brought up. I can always count on them getting answered. Training has always been great too and very flexible with the CSI trainers.
IT Project Manager
Virtual Observer helped us turn a challenging situation around,” offered the center’s IT and operations lead. “We have an extremely aggressive service level target of 94% of calls answered in 9 Seconds,” and now we’ve got a way of becoming very consistent. We chose VO because it offered a dramatically lower cost-of-ownership, the ability to work with both Cisco and ROLM (old PBX), Robust set of included features, Real-time, Drill-Down Dashboard Analytics, and the ability to phase in future requirements like WFM and Speech Analytics.