This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
Showing posts with label coordinated systems inc. Show all posts
Showing posts with label coordinated systems inc. Show all posts
Coordinated Systems, Inc. is pleased to announce the hiring of Jonathan Brinson to its’ Virtual Observer partner channel sales team. Jonathan brings with him 10+ years of experience at Witness Systems/Verint, where he held responsibilities in partner channel development and customer care.
“This is extremely exciting, as the opportunity with CSI comes at a time when the market is opening to the idea of workforce optimization solutions being more affordable – there is no longer a need to purchase systems from the legacy industry giants – enterprises can gain much more value from the Virtual Observer WFO solution, especially when you consider the long-term cost of ownership," Jonathan said. "I can't wait to start presenting the value proposition to more distributors. Selling VO is a win-win-win for us, for the resellers, and for the end users."
Mr. Robert Hutcheon, CEO of Coordinated Systems, Inc., was recently interviewed and the story was picked up by the Hartford Business Journal, TMCnet, and several other news sites. Here is an excerpt from the article:
Robert Hutcheon is not only the CEO of a successful Connecticut technology company, but also being a decorated war veteran of the United States Army, he has endured difficulties which are far greater than that which may be read in the Wall Street Journal.
Mr. Hutcheon has steered his company through many turbulent economic times, including the recent economic recession. In many ways, his past experience in the Army helped shape the business philosophies he employs today and were instrumental in allowing CSI to survive the economic storms of the previous thirty years as well as today's climate.
What's your perception of the previous decade in business?
RH: "From my perspective, as I look back on last year and the previous decade, I always come back to the same thinking with each new economic encounter, that things can't get any more convoluted than the previous calamity or economic downturn we have ever come up against before. Yet it always amazes me that things sure seem to find a way of proving me wrong in that assumption. And I have to say as I look back and realize what a ride it has been to maneuver the business climate this ‘Great Recession' has handed us, it has definitely added more to that thinking than it has taken away. But I also have realized that no matter how bad things seem at any given time, and it may take awhile for it to come to realization, but there always seem to be numerous positive side effects that rise out of most declines."
Please describe your first 30 years in business?
RH: "Having been founded in 1972, Coordinated Systems, Inc. has seen many recessions and boom times with the economy. With each up and down we have experienced came lessons of survival that enhanced our character and brought our company to what it has become today. "
What's all that ruckus up in the CSI and Virtual Observer labs?
Must be the engineering team banging out more new features for Virtual Observer.
Among the highlights:
* The Virtual Observer screen capture module now captures and makes note of all screen activity from log in to log out. These screen frames can be used for any combination of capture rates, from a simple percentage to 100% screens. Of course this can be tuned by audio calls, chats, emails, campaigns, DNIS, Queue, Skill, you name it. Consider setting a filter for “Filler”, i.e., screen only events, to see what your agents are doing when they are not on calls, emails, web, or chats.
* DMCC (Device Media Call Control) is a method of recording via the Avaya API. This is a pure software-based call recording solution using softphones, service observe and single step conferences to capture audio without the need for packet sniffing or expensive telephony recording boards.
* Dual Screen VO Live - Virtual Observer now has the ability to view dual screens from within the VO Live suite of features (in VO Live, supervisors can view all agent screen activity, chat with them, or take control of their desktops if they need assistance.)
* Microsoft Vista Compliance – The Virtual Observer Agent Client and Supervisor Clients are now both fully compatible with Microsoft Vista Operating systems (Both32-bit and 64-bit).
* Email, Chat, & Web Interactions – The Virtual Observer AES data connector now supports email, web and chat call types and coupled with our screen capture component, ensuring these events are captured and accounted for.
If you'd like any additional information on any of these new features, or to find out what else you can accomplish with Virtual Observer, please contact your account representative today.
We've got two distinct case studies that show the value and diveristy in what we can deliver to different customers. It's all relative to our "Start Small Think Big" philosophy of providing the right solution at the right time. Some of our competitors seem to force feature-overload on new customers to justify the high price tags. We'd prefer to sell our solution at a fair price, and keep the customer for life. This is also reflected in our pro-customer upgrade pricing: regular updates AND full version upgrades are provided at no charge for supported customers. Again, some of our competition will force their vulnerable customer base into what is basically a complete re-buy of the system at a price close to the original purchase price. Sound familiar?
The second case study, "Think Big" examines how a large enterprise with 1000 agents are getting amazing value out of call monitoring with Virtual Observer.
Results Companies, Inc. is a global firm providing outsourced call center services. They started out 18 years ago as a privately held company with a predictive dialer product. As they ended up working more and more with telemarketing agents on an outbound basis, they eventually grew to offer both inbound and outbound call center services. Results Companies now has a “best of breed” product used by front line managers of call centers, helping them produce better trained agents.
In the call center solutions market, finding the right vendor can be a daunting process when your investment will eventually integrate with your existing solutions. This is exactly the scenario which faced Results Companies, Inc. last fall when they set out to select a call recording and quality assurance vendor. They needed a solid solution with robust features which would not only scale with their aggressive growth plans, but also would compliment their outsourced call center offerings.
Results Companies, Inc. also planned to use the features of the call recording and quality monitoring system as a marketing differentiator. Using the quality assurance tools of the new system would enable them to not only handle customers’ inbound and outbound phone traffic, but it would allow them to evaluate the performance of each interaction and provide targeted training back to the agents.
Results Companies looked at a few different call recording systems and eventually chose Virtual Observer (VO) by Coordinated Systems, Inc (CSI).
“We were looking for a call recording and quality monitoring solution that our team would be comfortable with,” said Alec Brecker, Chief Operations Office at Results Companies. “Virtual Observer offered everything we wanted to do at an attractive economic value. We wanted something that would be easy to use, so as we scaled up, it would be something that wouldn’t hinder our growth.” Click here to read more...
