CSI selected for Avaya DevConnect Program

We're pleased to announce we have been selected by Avaya Inc., a leading global provider of business communications applications, systems and services, for membership in the Avaya DevConnect program.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions.

This membership will also help us build our business by enabling us to leverage tight Avaya integration and a greater option of recording methodologies. We can build on Avaya resources and work more closely with them to deliver compliance-tested solutions to the market. We'll be able to reduce network complexity, improve security and reliability, and speed time to deployment so businesses can quickly realize a benefit to their bottom line.

How flexible is the Virtual Observer UI?

Virtual Observer's user interface presents evaluators with a single unified screen that includes audio and screen capture playback as well as the evaluation form.

Virtual Observer delivers a “dynamic” screen layout in that it can be modified to create a customized look and feel that is most comfortable to each system user. Users can easily saved their preferred layouts, and the next time they login, they will be presented with the newly saved layout.

Screen layouts can be modified as follows:
· Sizable Window
· Docked or floating
· Show or hide
· Expand or contract
· Save screen layout
· Clear screen layout

Virtual Observer’s evaluation process allows users to listen to the recorded audio and watch the employee navigate through their screens while displaying the evaluation form one of three ways:

1) spreadsheet view.

2) side-by-side view.

3) single question view.

How does Virtual Observer manage storage of recorded media?

In a call logging environment, where every call is captured, online storage can be managed where calls can be automatically be purged based on a storage threshold or based on date. Selected calls, however, can be retained and removed from the purging process.

Virtual Observer offers an Auto-Archiving module to completely automate the storage process. With Auto Archiving enabled, the system supports both “online” and “archived” storage where Virtual Observer will automatically write to removable media (DVD-RAM, SAN or NAS) at the time the event is recorded. This methodology allows customers to store as much as their storage location will hold, and an infinite amount of archived media.

Featured Customer: ConnectiCare

ConnectiCare recently implemented the latest version of Virtual Observer Logger. What pleased the personnel at ConnectiCare most about the upgrade was the fact that “we see some of our own suggestions come into play and become a usable feature in the system, such as additional detailed reporting.”

One of the ways Virtual Observer has made an impact on call center agent performance is by allowing supervisors to provide better training and coaching to the call center staff. Supervisors would also facilitate “peer audit” meetings, which were voluntary, yet encouraged. During the peer audit meetings agents could hear each other’s calls and audit each other using the form that the supervisors use. They were actually harder on themselves than expected.

Virtual Observer has also been used as a training mechanism for the management team at ConnectiCare. On a monthly basis the managers meet together and play a call and individually score the call. A group discussion follows exchanging ideas on how and why things may have been scored differently. This calibration helps achieve consistency.

When asked if ConnectiCare would recommend Virtual Observer to other healthcare organizations, Lyndee replied “Absolutely. Helping us comply with call recording requirements makes Virtual Observer a natural selection.”

Back in 1981, ConnectiCare launched with the mission of establishing a health plan that would truly care about improving the health of its members. ConnectiCare still lives by that same mission, serving more than 240,000 individuals in Connecticut, Western Massachusetts, and New York. In 2006, ConnectiCare was ranked #6 on the U.S. News and World Report/NCQA list of America’s Best Health Plans.

ConnectiCare maintains a local presence with 500 employees based in Farmington, Connecticut. Being able to personally provide superior customer service to local residents is a big part of their success, and some of the same logic went into their choice of Coordinated Systems, Inc.’s (CSI) Virtual Observer for call recording and quality monitoring. ConnectiCare takes great pride in delivering high-quality health insurance with exceptional customer service. One of the ways they are able to deliver world class customer service is through the performance of their call center.