VoIP telecom provider implements Virtual Observer

We recently completed an implementation for a Cisco VoIP service provider. The company handles approximately 70,000 calls a day.

They can now provide call recording capabilities, evaluation capabilities, and possibly screen capture capabilities to their portfolio of Cisco VoIP customers.

The two days of training went well, going over all of the included features and also discussing how VO can be presented to their customer base.

They were very excited with Virtual Observer's scalability.

Virtual Observer is a perfect recording option for hosted telecom service providers. The return on investment with VO is already best in the industry, but it becomes exponentially greater when you consider our value added features can be extended to your customer base.

Emerging web-based voice tools

* Highly useful: CallWave transcribes your voicemail
Callwave is a free cellular voice mail replacement service. It's recently been enhanced with Vtxt, an automated speech-to-text service. Vtxt converts voice mail into text. When someone leaves you a message, the service e-mails or SMSes you the transcription. The conversion is far from perfect, but more than good enough to get the gist of the message.

* Jangl enables private calls, but some could be cold
This tool allows you to talk with people while retaining some anonymity. Running as a service, it allows users with virtual telephone numbers to route calls to your real phone number and messages to your e-mail in-box.

* Dodgeball
This a mobile communication tool that lets you send out SMS messages to individuals or groups with a dash of social networking.

* Grand Central (just bought by Google)
Grandcentral acts as online voice mail. Users can create customized mailboxes and call filters, as well as manage all their voice mail online.

Quality Monitoring Case Studies: Start Small and Think Big

We've got two distinct case studies that show the value and diveristy in what we can deliver to different customers. It's all relative to our "Start Small Think Big" philosophy of providing the right solution at the right time. Some of our competitors seem to force feature-overload on new customers to justify the high price tags. We'd prefer to sell our solution at a fair price, and keep the customer for life. This is also reflected in our pro-customer upgrade pricing: regular updates AND full version upgrades are provided at no charge for supported customers. Again, some of our competition will force their vulnerable customer base into what is basically a complete re-buy of the system at a price close to the original purchase price. Sound familiar?

The first case study. "Start Small" tells the tale of a convenience store chain who leverages the value of VoIP with call recording and quality assurance at an affordable price.

The second case study, "Think Big" examines how a large enterprise with 1000 agents are getting amazing value out of call monitoring with Virtual Observer.

Creating a network of call center industry blogs

We're looking to find other company blogs to include in our new "blogroll" (a "blogroll" is a list of like-minded blogs) that we'll be debuting soon.

Virtually any company in the call center solutions market (who has an active blog) is encouraged to submit a link.

We'll review the quality of the blog and let you know if you've been included. We'll then ask for a link back and we'll make the entire blogroll available to include on your blog.

This will have positive effects on your blog traffic.

Segments of the call center industry we're seeking initially:

- CRM software companies
- IVR software companies
- VoIP systems companies
- Speech Analytics systems companies
- Call Center outsourcers
- Phone Systems integrators
- Call Center trade journals and news sites

If you are interested, please comment below.

Glossary defines CTI and SMDR, among other things...

We've added a new glossary of technical call center terms to the site. This includes many of the frequently used acronyms you've grown to hear and love, such as:

TDM
ANI/DNIS
SMDR
CTI
VoIP

Please click here to browse the call center glossary