Computer Generated Solutions moves forward with Avaya call recording solution

We are pleased to announce that Computer Generated Solutions (CGS), headquartered in New York, NY, has selected CSI’s Virtual Observer Professional for call recording and quality monitoring. Virtual Observer was implemented to record calls off of CGS's Avaya phone system using the Avaya DMCC recording methodology.

"Virtual Observer (VO) will enable us to meet our agent development goals across multiple call centers as well as meet compliance demands. DMCC connectivity allows us to scale with a smaller footprint. We did our due diligence and compared vendors, and we discovered VO to deliver the best value with a low cost of ownership," said Julian Alviz, IT Director with CGS.

CGS was recently highlighted in the news as a "business solutions company on the move" in the world wide contact center market.

About CGS:
Computer Generated Solutions, Inc. is a leading global provider of end-to-end, technology-enabled business solutions, including ERP, SCM, PLM, WMS, CRM, portal, e-commerce, application development, project services, e-learning, training, staffing, call center, and global sourcing solutions.

Founded in New York City in 1984, CGS currently serves North America, Europe, and Asia with 20 global locations, and 2500 employees worldwide. CGS enables mid-market enterprises, Fortune 1000 companies, and government agencies to drive business transformation and improve operating performance by adapting and implementing advanced technologies—carried out by proven, cross-industry, multi-platform experts that are dedicated to customer satisfaction.

CGS delivers an integrated portfolio of solutions and services reflecting a broad range of technology and business practices that offer a single point of accountability, which reduces total cost of ownership and maximizes return on IT investments. The result is end-to-end delivery and support of a comprehensive set of solutions and services that enables clients to focus on driving competitive advantage in their core business. For more information on CGS, please visit http://www.cgsinc.com

Chicago-based Advocate Physician Partners implements quality monitoring system

We are pleased to announce that Advocate Physician Partners, located in Mt, Prospect, IL, has selected CSI's Virtual Observer Professional system for call logging and quality monitoring.

Laura Santiago, Resolution Center Supervisor for Advocate Physician Partners, declared Virtual Observer the logical choice based on flexibility and sophistication of data analysis available.

"I can certainly tell you that CSI's sales approach was professional and prompt. They knew exactly what we were looking for, and were very timely in their responses when questions arose. We've received great customer service post-sale through the installation and training. What sold us was the ability to pull a random sample of calls to evaluate, which no other vendor could accommodate. We also loved the screen capture feature, which allowed us to view what the agent did while on the call; where he/she looked to, what screens he/she viewed, etc. The system is extremely user friendly," Santiago stated. The system is recording all calls off of an Alcatel switch in their contact center, providing the organization with the ability to evaluate calls, as well as provide agent feedback and training. Advocate Physician Partners is also utilizing Virtual Observer's E-Learning module to help train agents based on scoring performance or weaknesses.

About Advocate Physician Partners:
Advocate Physician Partners is the care management and managed care contracting joint venture between Advocate Health Care and select physicians on the medical staffs of Advocate hospitals. With a physician network that includes more than 900 primary care physicians and 2,300 specialists, Advocate Physician Partners is focused on improving health care quality and outcomes - while reducing the overall cost of care - in both the inpatient and ambulatory settings. Advocate Physician Partners’ award-winning clinically integrated approach to patient care utilizes best practices in evidence-based medicine, advanced technology and quality improvement techniques.

Advocate Health Care is a not-for-profit, faith-based integrated healthcare delivery system serving the greater Chicago metropolitan area. Advocate Health Care is ranked among the nation’s top health care systems. With 27,300 employees, Advocate Health Care is the second largest private sector employer in Chicago. For more information, please visit http://www.advocatehealth.com