Tuesday, February 05, 2008

Making your call recording changes seamless

It's important to CSI that we make our customer transitions seamless. Whatever changes are taking place, we like it to be behind the scenes, with the only impact being to your continued call center performance improvement.

Change is also a continuous thing, sometimes happening slowly, other times it needs to happen yesterday.

What kinds of changes do we encounter?

- Changing from one phone system to another. We recently added Shoretel support because three of our customers moved to the Shoretel IP telephony platform.

- Changing from a block-of-time recording model to call-by-call recording. This happens when we can capture your phone system's SMDR feed. Most phone systems provide SMDR feeds.

- Changing from selective recording to capturing all calls. Depending on your industry, many companies face new regulations requiring all calls to be recorded. Some companies have also wanted to simply record all calls in order to help resolve disputes or "just in case".

- Changing from analog/digital/TDM to VoIP or hybrid environments. Every company's next phone system purchase may indeed be a VoIP system. We're one of the industry leaders with support for Avaya, Cisco, Nortel, Siemens, 3com, Shoretel and Mitel VoIP.

- Change from expansion or adding locations to be recorded. Many growing companies add locations. Some have centralized networks, some have completely different phone systems in each site. We have such a large array of supported platforms, it may have little impact. Going VoIP allows many companies to extend their internal network to any location, and even to at-home agents.

- Change from one version to the next. All CSI customers with active support agreements are brought along to the latest version of product. We also make periodic updates throughout the year with product enhancements.

- Change from other recording vendors to Virtual Observer (VO). We've rescued many companies from call recording vendors who force re-buy situations every time they have a new point release. Many companies also switch over to us because VO is a very user-friendly system with robust features which may be added as needed.

Whatever your change may be, our goal is to make it as seamless as possible to your day-to-day business operations.

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