Wednesday, June 13, 2012

Inside CSI: 40 years in business part two of three

Part Two: The Times They Are A-Changin’

Over our 40 years in business, we've become well known for delivering on what we promise. Bulletproof call recording and quality monitoring software for contact centers. What isn't well known, however, is the fact we’ve actually created other software products, such as our popular “RecordNow”, a call recording software for small office/single line recording which has been really successful as a entry level personal recorder.

We’d created ADCM and AMS, precursors to Virtual Observer (VO), our enterprise contact center solution. 

We saw the future, however, and it wasn’t manufacturing control software.


 Manufacturing would undergo its’ own quality process evolution, with ISO9000 and such, and the job shops and defense industries in particular were dwindling in market size.

We looked to the call center as a growing market.

The recording industry had few competitors, and they were each really good as call loggers or as quality monitoring specialists.

No one did both very well, and if they did, they were so overpriced we knew we could make some noise in the industry.

In fact, we created the first blended Logger / QA model by offering the ability to record every call with audio and a random sample with audio and screens.

We pioneered the merging of “Legal, Liability Recording” and “Quality Assurance” industries. From those early discussions and some key relationships with industry expertise we developed Virtual Observer, initially winning small and medium-sized call centers over with our bundled feature set and low cost of ownership.

As with manufacturing, most of our early customers are still our customers.

With it’s third incarnation, we actually designed VO from the ground up to be an enterprise application.

Architected using .NET services allowed for the scalability and framework to support multi-location demand.

It helped us land a large call center outsourcer, with over 4000 phones and over 18 locations sharing an Avaya platform.

VO centralizes all the calls and quality monitoring back to their main hub.

 Possibly the latest achievement was one of our favorites, bringing our enterprise-class VO system from a client-server architecture to a web-based architecture.

It made our solution fresh and extremely user-friendly with a reinvented web interface and a dizzying array of new features, including “Call Insight” for integrated speech analytics, and “Agent Portal”, for bringing the front line agents directly into the process.

The development team is especially proud of their recent “to-do list”, which included completed check offs on the web transition, speech analytics, the agent portal, the chatterbox feature, redefining the way we do screen capture (rules-based) and creating the most flexible Avaya DMCC recording connectivities on the marketplace.

Our Avaya DMCC success was a combination of three factors: determination and creativity of our engineers; being a partner with Avaya in the DevConnect program; demand placed on us by our strong Avaya partner channel, who were not only selling VO as a bundled offering with their phone systems, but now using VO as a “foot-in-the-door” application sale all on it’s own.
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