How the Results Group automated their quality monitoring with CSI-Avaya solution

Avaya just published a success story detailing Virtual Observer's impact on the ever-scaling Results Group's quality initiatives.

Some highlights:

* Results Group expanded their operation by opening 23 new contact centers across North America and Europe.

* Results Group needed a scalable call recording and quality monitoring solution that could accommodate their aggressive expansion and still provide excellent value to price.

• The number of successfully recorded calls has risen to more than one million calls per month

• Staffing levels have increased to more than 4,000 agents

• New agent training is completed in a fraction of the time

• Quality levels have risen dramatically

Please read the full Avaya success story here.

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.

Fun Friday Fyi: A look back at phone system articles via Google and Popular Mechanics

Google has indexed many books, newspapers, photographic archives, images, videos, flash movies, PDFs, etc., and now they've added full archives of magazines. For example, I did a Google Book Search on "phone systems" and it returned a number of results from "Popular Mechanics".

A preview of the search results:

* New take-along telephone give you pushbutton calling to any number (1973)

* Here's Your Ultimate Telephone Center (1984)

* Phones on the Go (1984)

* How to Install Your Own Phone (1983)

* All of this technology can be understood if you know how the phone system beyond
the dial tone works. (1987)