Nex-Tech implements Virtual Observer for automating customer service initiatives

We are pleased to announce that Nex-Tech, a telephone service provider headquartered in Hays, Kansas, has selected CSI’s Virtual Observer Professional for call logging, screen capture and quality monitoring. Nex-Tech will be using Virtual Observer to enhance customer service initiatives.

Amy Normandin, Nex-Tech's internet help desk supervisor, said "We chose Virtual Observer based on the features it offered, the fact that it would be easy to use & implement, and the price for the overall package".

About Nex-Tech:
Nex-Tech is a subsidiary of Rural Telephone, a leader in the telecommunications industry since 1951. The goal of Nex-Tech is to provide the highest quality service possible to our customers at affordable prices. Rural Telephone and Nex-Tech have provided services for 50 years.

These are the rules of business...in call logging terms, that is.

With the rise of a number of regulations and security standards, including PCI and HIPAA compliance, more and more companies are seeing the requirement to record every call and keep them archived for X years, but also to keep them encrypted.

From the SMB up to the Enterprise, there seems to be no escape from compliance. This has created a tremendous demand for highly-reliable, highly-accessible, tightly-secure call logging systems.

Ok...so now your company has every call made in and out of your operation.

The contact center team wants to play back calls for quality monitoring purposes.

You have a gazillion calls per day mounting -- how does your quality supervisor find the ones which he should evaluate?

With Virtual Observer, we apply business rules which determine which calls show up in which supervisors' queue. Business rules can be defined as calls with recorded screens, calls from customer X, calls which are X minutes or longer, calls handled by agent A, calls passed from agent A to agent B, etc.

The complexity of your business rules depends on the different ways you are capturing data with the call. You may have CTI, or simply an SMDR feed. You may have agent tagging, which allows for the agents to tag calls with special notes or codes.

Applying business rules to your call logging solution can turn a mountain back into a molehill, which your supervisors will appreciate.

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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