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 http://www.catholicknights.org

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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A Special Father's Day, Complete With Excellent Customer Service

For Father's Day this year, my wife and son decided to take me to an independent coffee roaster in Bethel, CT. I was very excited to go but there was one hitch: they weren't open on Sunday. I decided to email the company and see if there was any chance of setting up an appointment.

The owner of Redding Roasters, Bill O'Keefe, emailed me back right away. He explained that he had the day off and was going to be spending time with his granddaughter, but he offered to open up the shop at 9 am and he'd give us the tour.

I replied instantly, thanking him for his offer but I told him we'd decline as we'd never want to interrupt HIS Father's Day. He insisted again, saying it was not an inconvenience at all, so we made the appointment and the early morning trek down to his facility.

He brought us in a little bit early as there wasn't much traffic, and immediately made us some fresh Ethiopian Harrar. He then gave us a lengthy overview of his business process, from roasting tips and methods to the decaffeination process. He was even patient with our 1 year old, as the baby morphed from patient observer to restless explorer.

Bill then did what I was hoping for - he fired up his 2004 Diedrich Roaster, and ran a small batch of Ethiopian Harrar. The green beans turned to a medium brown in about thirty minutes or so, as the roaster scaled to 440 degrees fahrenheit.

Bill showed us his inventory of beans, highlighting the most popular and the most rare. He didn't mind that I wanted to take pictures and ask questions. Our visit lasted two hours, an hour beyond what was initially agreed on for the appointment.



It is rare that you come across this kind of customer service. Bill left a tremendous impression on us.

I did become a customer, purchasing a 1/2 pound of the fresh roasted Ethiopian Harrar (he said to wait about a week for peak flavor), a 1/2 pound of Brazilian, and a 1/2 lb of Brazilian decaf.

Redding Roasters offers a large menu of fresh roasted beans and also does quite a bit of private labeling.