Thursday, July 23, 2009

Catholic Knights implements Virtual Observer to enhance agent training

We are pleased to announce that Catholic Knights, located in Milwaukee, WI, has selected CSI’s Virtual Observer Logger system for call recording and quality monitoring.

Joyce Brost , Facility Coordinator for Catholic Knights declared Virtual Observer a logical choice for their organization.

The system will be recording calls off of an Avaya switch in their contact center, providing the organization with the ability to evaluate calls, as well as provide agent feedback and training.

About Catholic Knights:
From 1885 to today, Catholic Knights has continued to grow and expand. Catholic Knights was formed as a fraternal benefit society, dedicated "to unite fraternally for social, benevolent and intellectual improvement of all practicing Roman Catholics of every profession, business and occupation."

Today, Catholic Knights is a vital Catholic membership organization. It attracts new members who want to be part of an organization that puts Catholic values into action and has significant benefits to offer its members. Catholic Knights is in a prominent position for significant growth as the organization takes on the challenges of the 21st century. Read more at

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Tuesday, July 07, 2009

Virtual Observer & Server Virtualization: Lean, Green & Mean

The engineers up in the labs are once again giving us excellent content to drop on our blog. This time, the topic of "virtualization" came up with an enterprise prospect who needed a zero-hardware call recording implementation.

Of course, since this prospect had Avaya and AES, we went down the path of CMAPI/DMCC for harvesting the calls. We are definitely able to avoid recording boards when we integrate directly with the phone system. There's one hardware requirement removed from the equation.

Our engineers asked if there were any servers in the data center running VMware. The prospect said yes -- we explained we have several customers running the Virtual Observer recording, database and application services on VMware, creating a smaller footprint and a much greener environment.

Our engineers informed us we've actually had VO deployed in virtualized environments since 2001. More and more enterprises are going green, and virtualization is one of the processes helping them meet that goal.

VO is 100% compatible with VMWare and Microsoft Virtual Server, an excellent option for a lean and green Call Recording and Quality Monitoring implementation.

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