Onsite training for workforce optimization success story

When we go out on the road to provide onsite training for Virtual Observer, we always try to leave with constructive feedback from our customers.

New CSI customer Butler County, Ohio, an Avaya call recording and workforce optimization project, provided such feedback on our onsite training sessions and overall implementation.

"From the very start, CSI has been extremely responsive to our needs, and provided unmatched support throughout the procurement and implementation phases. Virtual Observer has been extremely easy for all of our users to understand and begin utilizing immediately. We were extremely impressed with CSI's delivery of training and their professionalism. The trainer was incredibly punctual and well prepared. CSI effectively delivered the Virtual Observer training across many different learning styles. Not only did they answer every single question with precision, they were able to calm any user concerns by making necessary adjustments on the spot."

Continue reading this Avaya success story on our website.

CSI earns Partner Loyalty Recognition honor at 2010 NACR Sales Conference

We just finished up attending the NACR / ConvergeOne Sales Conference 2010 in Las Vegas, Nevada. The show was a rousing success for NACR and for CSI, as we were given a prestigious "Partner Loyalty Recognition" ribbon and prism from Tiffany's for continuous years of services:

"NACR recognized 9 partners at a Loyalty Luncheon hosted by Tom Roles, NACR President and CEO. The event was held February 16, 2010 at the MGM Grand Hotel in Las Vegas, NV. as part of the company’s yearly sales conference event. Partners recognized for participating in the past 7 sales conferences were Amcom Software, Avaya Financial Services (AFS), Computer Instruments, CSI, Extreme Networks, Mutare, NICE, SimpliCTI, and Veramark. Each company was awarded an engraved Tiffany pentastar for their continuous support for these events." - Cathy Burns, Partner Relationship Advocate, NACR.

The show brought together a small army of technology companies working together to present NACR's Avaya sales force with a solid array of best-in-breed offerings.

The annual sales conference also featured an introduction of newly acquired Empire Technologies into the ConvergeOne family.

We've been working with NACR for eight years, providing Avaya customers with bulletproof call recording and workforce optimization at an industry's best cost of ownership.

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

Virtual Observer selected by Home Depot Bath Remodeling for Avaya VoIP Logging and Quality Monitoring

We are pleased to announce that Home Depot Bath Remodeling, located in Kansas City, Missouri, has selected CSI’s Virtual Observer Professional VoIP logger for call recording and quality monitoring.

The system will be logging calls off of Home Depot Bath Remodeling's Avaya phone system.

Home Depot Bath Remodeling chose CSI based on robust quality monitoring features as well as CSI's solution-sales approach.

About Home Depot Home Services:
Home Depot Bath Remodeling provides a team of on-time, courteous, insured professionals providing total project management – delivering the materials, performing the work and thoroughly cleaning the jobsite, creating a new bathroom for you to relax and enjoy. Home Depot Bath Remodeling focuses on customer satisfaction and accountability throughout the entire remodeling experience. expectations.

Virtual Observer Call Recording Solution Now Rated Avaya Compliant

The Virtual Observer call recording and quality monitoring application is now compatible with key Avaya call center and IP telephony solutions (including DMCC/CMAPI)

We're pleased to announce today that Virtual Observer (VO) is now compliant with all call center telephony solutions from Avaya, a leading global provider of business communications applications, systems and services.

VO is compliance-tested by Avaya for compatibility with Avaya Communication Manager 5.0 and Avaya Application Enablement Services R4.1. VO will now be able to offer DMCC (CMAPI) call recording -- recording through direct integration to the Avaya system, across multiple locations.

CSI has been delivering bulletproof call recording solutions for the Avaya Platform for many years, including implementations sold through their partners. The CSI partner channel continues to grow through strategic alignment with Avaya Platinum Business Partners.