Elements required for a speedy call monitoring implementation

The implementation of a call monitoring solution is a task which every call center faces, whether they are a startup with a smaller center or a multinational enterprise adding branch locations.

Once the right solution has been selected, there are a number of steps which must be followed to ensure a successful implementation. 

Throughout the process, it’s essential to keep open and ongoing communication between all teams. 

Project managers, IT and telecom staff all need to be working off the same project plan, with defined roles and responsibilities.

While vendors often request open VPN access, security concerns often make companies reluctant to provide full access whenever needed during a remote installation. 

While onsite training is always recommended, remote installations are often preferred because of the speed which they can be turned around and because of the travel expenses saved.


Still, as efficient as a remote install can be, the tools used and the team involved from both parties are essential.

"Remote access tools, web collaboration and presentation products are great but they are not sufficient enough to expedite the build. 

There is no substitute for an ‘always available’ remote connectivity method during the implementation process.

It is certainly understandable why VPNs are not always granted on an open basis, but access over the VPN should be made available if at all possible during specific times required for installation.

Enterprises seem to be receptive to this request, even as more and more stringent lockdown procedures are added to the mix for security purposes.

“Enterprises understand the need for an efficient, no-nonsense, temporary VPN authorization. We can surely accommodate web based remote connectivity options after the implementation is complete, but they are not conducive to expedited build processes, when they require someone to be on the other side,” added Blake St. John, CSI Project Manager.

"IT people want to reduce their footprint, and save on time and money. It’s amazing how quickly a system can be implemented, especially if the server is virtual. More and more IT teams are requesting virtual servers, which we can accommodate in most environments. They also want very granular security, and we've been a leader in providing bulletproof call monitoring solutions. It’s a great combination - ask, and if possible, you shall receive!" St. John added.

With a healthy collaboration, VPN access and peace-of-mind security, a rapid and successful implementation is achievable.

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5 critical benefits an IT team looks for in a call monitoring system

It's important for a call monitoring system to offer a bulletproof implementation, especially for an enterprise's IT team, who are looking for these kind of items to be a check-off, rather than a wish list item.

Here is a quick list of what we see as being important IT check offs:

* Virtualization: Any robust call monitoring solution will support virtual servers. CSI currently supports VMware, Citrix, Microsoft VM, and others. In an active recording environment (no audio recording board hardware) it's awesome to be able to slice off a VM and add a branch center to a centralized recording environment.

* Scalability: Contact center monitoring systems should be designed from the ground up to be extremely scalable and enterprise-ready, especially in terms of supporting multi-site/multi-country installations. Organizations should be able to quickly add recording as needed. Systems should be able to scale to seasonal spikes as well.

* Security: We were actually one of the first recording vendors to automatically encrypt all recorded media via 256-bit encryption. We've evolved with PCI standards and continue to offer enhancements which bolster system security even more. Administrators can control access and permissions down to the button level. Many companies utilize different levels of assessment and only the most locked down systems will be able to pass all assessments. CSI hasn't failed an assessment yet.

* Implementation and Support: We've got experience - enough (40 years) to know that being responsive and thorough is important to those using our system. There's a reason we have 95% customer retention over such a long period of time. We use a support ticketing system which ensures timely response and customer updates as issues progress. Many companies are choosing remote training, which saves on costs. We'll still come onsite, of course. We also always answer the telephone, which goes a long way.

* IT footprint: Keeping the IT costs down is huge. Many of the above-mentioned bullet points, especially virtualization, contribute to a smaller IT footprint. Having a web-based interface is huge, meaning any authorized user with access to a web browser can log in and use the system, from any location. We've also seen more and more active recording implementations, where the recorder integrates directly with the switch. This helps to flatten IT costs as well.

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• Inside CSI: 40 years in business part two of three

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Inside CSI: 40 years in business part three of three

Happy Independence Day!

Part 3: Challenges and Opportunities

The heart of Coordinated Systems, Inc., veteran-owned and CT-based, (CSI) begins and ends with the professionals who work here. “Each individual at CSI brings his/her own unique abilities to the table. Each and every day we face new challenges, whether it is a support call, a unique sales call, the development of new functionality to stay competitive in this ever-changing world. I have been grateful for our management, who has found a way to keep this company going through good times and bad, facing tough economic challenges,” offered Dennis Vincent from our support and training team. “We are a success because we just get the job done,” added Robert Hutcheon, CEO.

“People here at CSI are always taking on multiple responsibilities and learning new skills. As a small company, we are often thrown into the fire and forced to succeed, which we do,” said Rich Marcia, Marketing Director.

Challenges have been aplenty in the 40 years of CSI. Amidst the recessions we stayed positive but lean. During the hurricane of 2011, we forged on while battling power outages and telephone interruptions. We’ve faced numerous “emerging” competitive threats who’ve all managed to become less prevalent. We’ve stood in the footsteps of the giants of the industry and won because we were more nimble, more cost effective and more open to specific customer requirements and their diverse needs.

“CSI also has a wonderful ability to be very successful in the hiring process, finding people with unique skills and a desire to “go the extra mile” to contribute to the company’s success. It is this, above all else, that I feel has allowed us to continue to be a company that has been able to adapt to changing times,” Dennis added. One of our employees is nearly at “half-life” as he calls it. Our director of development, Dan McGrail, started at the company fresh out of college at age 22 and says, “three more years and I’ll have been here longer than I haven’t”.

Personally, working in a family-like environment means learning quite a bit about your co-workers. You see them through all of life’s milestones: weddings, children, grandchildren, new cars and homes, sports events, etc. “My son, who turns four this week,” Rich said, “knew that “C-S-I” is where his Daddy worked when he was only two years old. “ You also get to experience life’s tragedies with the support system a close-knit family-like organization will provide. Unspeakable events such as 9-11 come to mind. One of our owners, a storied Vietnam veteran, remembers the toils of war as well as the turbulence of an economic downturn. “If you’re to remember anything about CSI, it’s that we are survivors,” he exclaimed.

As we’ve grown, we’ve had to keep up with the growing demands of a similarly-growing customer base. A big part of our ability to keep up has been the addition of our support management system. It’s allowed us to become more efficient and really streamlined our support processes.

Being at CSI for a long time has other perks as well. Company outings are always memorable, whether it’s a hockey game, a trip to the ballpark or a college football outing, the common thread here is work hard and play hard. Every Friday morning the company eats a home-cooked breakfast. We rotate menu choices and dish-cleaning duty. It’s a culture we’re proud of.

Some of the best memories of the 40 years come from our own customer interactions. We still support many long-time customers from the early days in manufacturing. With VO, we’re on 10+ years with a lot of customers, including many global enterprises, recognizable brands, healthcare institutions and a diverse array of other vertical market customers, both large and small.

Thinking back on 40 years brings back many memories and also presents a great sense of accomplishment, laying the foundation for a bright and innovative future. We’ll continue to evolve the Virtual Observer platform, adding features, functionalities and connectivities as our target markets, and most importantly, our customers have demand for them. We’re big on waiting for the industry giants to launch their new buzz features at big prices. We’ll then apply our “simple, effective and affordable” philosophy to it, and disrupt the marketplace with high value and breakthrough affordability.

“We’re certainly researching new technology and new spaces to see where else we can provide value to our customers. I see VO being in a great position to make evolutionary transitions, thanks to our agile development and our ability to stop on a dime and make the changes needed,” added Marcia. “In the recent years we’ve seen VO move swiftly to virtualized servers in many environments, and we’ve created a web-based interface. The global footprint will continue to be flattened, as will our customers’ true cost of ownership.”

Read part one of three

Read part two of three

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• Inside CSI: 40 years in business - part one of three

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• Inside CSI: 40 years in business part two of three

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• Inside CSI: 40 years in business part three of three

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