Glossary defines CTI and SMDR, among other things...

We've added a new glossary of technical call center terms to the site. This includes many of the frequently used acronyms you've grown to hear and love, such as:

TDM
ANI/DNIS
SMDR
CTI
VoIP

Please click here to browse the call center glossary

Daylight Savings Time notice for Virtual Observer users

As most users are aware, the United States Energy Policy Act of 2005 changed the rules setting when DST starts and ends. Starting in March 2007, this law extends Daylight Saving Time (DST) by four weeks (DST will begin on the second Sunday in March and end on the first Sunday in November).

How will the change in DST affect Virtual Observer?

Because CSI-developed software works off of the Windows Operating system clock and assuming that all applicable updates are made to your Microsoft operating systems, the change in DST observance will have no effect on the processing of any CSI software. This includes all supported releases of Virtual Observer

Gain customer feedback with new Virtual Observer Surveying feature

CSI releases Customer Survey Module for Virtual Observer

Coordinated Systems, Inc. (CSI), of East Hartford, CT, is pleased to announce the release of a new Customer Survey Module for Virtual Observer (VO) 3.0, a complete call center quality monitoring and VoIP recording solution. The new module, named VO Survey, automates the customer feedback process as part of an overall call recording and quality monitoring program.

Users of Virtual Observer have always been able to utilize supervisor evaluations of recorded calls between customer service agents and their customers in order to assess quality and provide training to their agents. This process is now enhanced by the ability to also include actual customer feedback in the evaluation process, creating a very accurate assessment of call center performance....read more about this customer survey tool.