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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