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3rd Party Remote Call Monitoring Feature

January 07, 2013

Trident Leverages Virtual Observer to Provide Necessary Information for Making Informed Decision

By Anshu Shrivastava, TMCnet Contributor

Trident has said that it has discovered Coordinated Systems’ (CSI (News - Alert)) Virtual Observer (VO), an emerging call recording and quality monitoring solution, to prove that it provides -- or in some cases does not -- the necessary information for the customer to make an informed decision.

In addition to the VO, the company analyzes various compliance categories, knowing the current offer, positioning the product correctly, complying with terms and conditions, accuracy of pricing, and more to find specific call types.

CSI’s flagship product VO is a call recording and workforce optimization solution for contact centers. Moreover, it supports Avaya, Cisco, NEC, Mitel, ShoreTel (News - Alert) and other leading phone systems and provides an excellent price and tremendous customer satisfaction.

Thanks to VO, Trident is able to experience benefits such as retaining call sensitive data like DNIS, ANI, agent and timestamps.

“In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the RFT (required follow-throughs) have been completed,” said Brandon Brown, CIO at Trident.

Trident Marketing’s (News - Alert) team has been in business for more than 20 years. The team aims to create a high-growth direct response sales company. Company officials said that there has been a surge in overall talk time and call volume and Trident’s call center has added staff and call handling capabilities to help handle this increased lead flow.

Company officials said that this has helped them to identify a need to implement a call monitoring system to assist in training the new staff.

Seeing the increase in call volume and the surge in demand for multi-skill environment, the company found it necessary to improve the toolset used for training and quality assurance. The Trident team looked high and low for the perfect fit in terms of feature set and budget.

Company officials said that the value proposition presented by Virtual Observer, in terms of both functionality and price, make it a leading contender in the contact center space.

“We would recommend the solution to other marketing organizations out there,” Brown said.

Earlier in December, CSI unveiled a new component in VO call recording and workforce optimization suite, the Virtual Observer Community Workforce Management.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Rich Steeves
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