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3rd Party Remote Call Monitoring Feature

January 18, 2012

Network Operations Centers Opens, Powering 3rd Party Remote Call Monitoring and Other Capabilities

By Jamie Epstein, TMCnet Web Editor

Headquartered in Carlsbad, Calif., 3|SHARE has just revealed it will be opening a Network Operations Center (NOC (News - Alert)) in Buenos Aires, Argentina. The new center will give the company’s engineers the ability to use 3rd party remote monitoring for customer sites around the world, and provide remote CQ5 support. In addition, system set-up, 24/7/365 health monitoring and remote problem solving will also be powered via the NOC.

“3|SHARE’s Network Operations Center allows us to proactively monitor our connected client sites and significantly improve the uptime of Adobe (News - Alert) CQ5,” said Jess Moore, CEO and co-founder of 3|SHARE, in a press release. “When there is a problem that impacts CQ5, we receive an automated alert and we can fix the issue remotely from the NOC. In fact, issues are frequently resolved before our clients are aware that they ever had a problem.”

According to the release, 3|SHARE’s ROM for CQ5 service offers an increased amount of alerts and health status checks, a wider array of performance data, and ongoing risk assessments.

"When a company is breached, the damage goes well beyond compromised data, possible regulatory penalties, and bad press," Richard Brown, chief technology officer and co-founder of 3|SHARE added. "The greatest damage to a company is the loss of its customers' and partners' trust. Through our continuous risk assessment services, 3|SHARE enables its clients to significantly increase the security of their CQ5 environment."

In 2012, the 3rd party remote call monitoring industry will continue to expand. TMCnet recently had the chance to speak with BPA International, a company created with the intentions of enhancing overall call center operations. The company believes that in the next 12-month period, 3rd party remote call monitoring will be advancing through reporting and the seamless integration of all aspects of call center reporting including social media, call monitoring, CSAT, and more.

The company’s BPA Remote Call Monitoring solution makes up the foundation of the BPA suite of products. It was originally developed to give automatic feedback and reporting to agents and supervisors alike, leveraging the BPABuilder database to deliver these services instantly. Seamlessly integrated with BPABuilder.Coaching and the BPA Quality Builder Calibration tool, this 3rd party remote call monitoring capability is sure to drive better results in the call center such as reduced call times, improved first call resolution and increased customer satisfaction.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf
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