Friday, November 19, 2010

More Than Simply a Customer / Vendor Relationship

More than simply a customer and vendor, GECU and CSI share synergy in their operating philosophies.

GECU’s mantra is "We’re With You". As El Paso's largest locally owned financial institution, GECU understands the value of the value of consistently delivering excellent member service.

CSI's operating philosophy of "Simple, Effective and Affordable" call recording solutions has always been one which is customer-driven, delivering great customer service experiences since way back in 1972.

GECU has understood the relationship of call monitoring and improving member interactions for a long time, implementing their first recording system back in 2001. Besides being a significant factor in member service performance improvement, they also realize the added benefits of using their call monitoring system as part of an employee development process.

GECU chose Coordinated Systems, Inc.’s (CSI) Virtual Observer call recording and quality monitoring system. "There were immediate synergies in our operating philosophies," suggested Cynthia Salas-Santoyo, quality assurance supervisor for GECU, saying "When our account manager told us about the level of service they could provide, of people working with people, we knew CSI was a good fit for us."

Recent business metrics demonstrated loan volume increase by 28%, largely due to performance gains as a result of their call monitoring efforts. In fact, call monitoring was instrumental in GECU reaching their lending goals:

"VO’s E-learning features allowed us to create training clips to the agents on products and services to enhance their knowledge, providing another method of ongoing training," mentioned Santoyo.
"Supervisors are now free to spend more time coaching, resulting in an increase of evaluations to an average of four per month," she added. "With screen recording of agent activity, supervisors can easily identify suggest ways for the agents to increase productivity while still fully serving members’ needs. Screen captures also shows us when agents take too many steps and identifies when agents miss cross-selling opportunities."

GECU implemented VO with full time ("100%") recordings, giving the credit union a far greater number of recorded calls to evaluate. "Call logging has also allowed us to track complimentary and unsatisfactory calls to recognize or improve the quality service provided by the agents," Santoyo offered. "We also really appreciate the VO Live feature suite, which allows supervisors to view several agents as they are on the call with the member to look for coaching opportunities." GECU continues to experience performance gains from Virtual Observer, enabling the credit union to continue pushing the boundaries of excellence in the call center.

About GECU:
The largest locally owned financial organization in El Paso, Texas, GECU is proud to offer members a variety of benefits, including savings and investment accounts to help build a financial secure future for you and your family, Low-rate car loans with up to 100% financing on new and used vehicles, Free checking accounts, Competitive first-lien mortgage loans, Home equity/home improvement loans for property located in the U.S. within 150 miles of El Paso County.

Wednesday, November 17, 2010

Harvesting the Phonetic Value in Recorded Calls

The seeds have been planted, the ground has been watered, now is the time to harvest the phonetic value you’ve been waiting for.

What does "Harvesting Phonetic Value" mean?

It is the ability to automatically make sense of words and phrases stored in your recorded calls and using them to your advantage to help decrease cost and improve performance.

All call center managers are tasked with the same challenge: reduce costs and improve performance.
Depending on industry, improving performance could mean many different things, such as providing better customer service, selling more products and services, reducing handle time, increasing first call resolution and many others.

Basically the idea is simple. Management wants you to do what you do "better" and would also like you to do it "more affordably".

Virtual Observer Call Insight is a phonetic-based, enterprise-class Speech Analytics solution that is simple, effective and affordable enough for call centers of all sizes.

Our Phonetic Tools will harvest information in your recordings that were once otherwise not available in your normal telephony environment or enterprise data.

Extract these valuable pieces of information and put them to work for you.

How does phonetic speech indexing differ from large-vocabulary speech indexing?

CSI studied the speech analytics market for 3 years, listening to customers, partners and industry experts compare and contrast the large vocabulary indexing process and results vs. the Phonetic method.

Both approaches have their benefits, but vary in how they index your calls.

Phonetic based speech indexing occurs at a much faster speed than large-vocabulary speech indexing and is capable of making multiple searches across tens of thousands of recorded calls to identify valuable contact center insights, rapidly.

Perhaps the question then becomes "How fast will Speech Analytics harvest value from my recorded calls?"

Thursday, November 04, 2010

CSI’s Virtual Observer Earns Avaya Aura Certification

Coordinated Systems, Inc., a leading provider of enterprise call recording and quality optimization solutions for call centers, has received certification for the Virtual Observer call recording solution for integration with the Avaya Aura IP communications platform. Virtual Observer has been compliance-tested by Avaya for compatibility with Avaya Aura Communication Manager and Avaya Aura AES.

By delivering Virtual Observer (VO) alongside Avaya Aura, Avaya dealers who sell VO will be able to offer a highly scalable, enterprise call recording platform at an industry-best low cost of ownership. Virtual Observer is a logical, organic fit as an important application in the Avaya ecosystem which can open up new markets for the Avaya reseller channel.

The Virtual Observer call recording and quality monitoring system provides customers with call recording, integrated screen capture, performance reporting, e-learning, the real-time VO Live supervisor-agent assistance toolset, Call Insight Speech Analytics and Data Defender for enterprise security and PCI compliance.

The integration of these features with Avaya Aura provides organizations with the tools required to optimize call center performance. In addition, this certification will open up a range of opportunities which will lead to increased application sales across the channel for resellers.

The Avaya certification process, conducted by CSI and the Avaya Certification Technical Team, involves comprehensive testing for installation, functionality, performance, interoperability, and serviceability.

"The integration of our technologies proves out our continued innovation and value to customers and dealers. We’re excited about the opportunities which Avaya presents. We’ve been a leader in terms of leveraging the DevConnect program to offer a tightly-integrated, high-value solution to customers. Our breakthroughs in flexible DMCC recording have placed us in a leadership role for recording off of AES and Aura, added Marcia.

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