Wednesday, October 31, 2007

Big business benefits from CTI and Avaya Interaction Center

One of our newest customers, a large wireless provider scores big business benefits by integrating Virtual Observer and Avaya Interaction Center.

An award-winning wireless carrier that has operated in the Southeastern United States since 1999 and in parts of the Caribbean since 2004, they have more than 1,900 people and five business offices. The wireless company lives and breathes “customers come first”, with a committent to provide the highest quality network, simple and straight-forward service plans that deliver real value, and the best products available on the market. Customer care associates are available 24 hours a day, everyday to quickly and politely assist customers with their questions and concerns.

The wireless carrier’s contact center handles an average of 35,000 calls per day. They wanted to implement a call recording system to maximize the performance of their agents within the center. After reviewing several options, they chose Coordinated Systems, Inc.’s (CSI) Virtual Observer solution, based on the value, price and quality the solution offered. With 114 supervisors managing the agents, it would be extremely important for the supervisors to quickly get on board with the system. Clearly, the software seems to have earned some fans, as one supervisor was quoted to say “Virtual Observer is extremely easy to use, easy to learn and the ability to coach associates based on the screen shots. It also has a much higher accuracy rate for recordings compared with our previous recording software. An integrated evaluation form reduces the need to have a 3rd party monitor form solution.” He added “CSI’s customer service has been superb. They are always available for assistance and return calls/emails very quickly.”

The wireless provider runs an Avaya phone system with Avaya Interaction Center (AIC). It was vital for the winning call recording vendor to offer a tight integration with AIC. An IT engineer at the wireless company stated “Virtual Observer works extremely well within our IC environment. It allows VO to capture recordings based off of CTI Triggers to reduce the length of unnecessary recordings and speed up the quality monitoring process. It also allows us to see the account that the associate has on their screen.” Additional business benefits include reduced recording size and reduced storage space needed, improved performance by QA associates. “Custom CTI Triggers by CSI allowed us to record based on call type,” he added.

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