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CSI's Virtual Observer Call Insight Speech Analytics Implemented in ACSI Headquarters Contact Center

By Anil Sharma, TMCnet Contributor
February 07, 2013

Coordinated Systems’ Virtual Observer Call Insight Speech Analytics has been implemented in Automated Collection Services, Inc. (ACSI) headquarters contact center.

ACSI after evaluating several potential vendors selected Virtual Observer based on the reputation of CSI (News - Alert), the wide range of features available out of the gate, as well as the low cost of ownership projected over five years.

Officials with Coordinated Systems (CSI) said that the Virtual Observer Call Insight's phonetic speech engine will be a tool used to facilitate rapid detection of trends in the contact center, helping to ensure customer objectives are met. Call Insight also will help meet compliance standards by drawing attention to potential high-risk calls.

Company officials said that the speech engine provided by CSI also helps ACSI meet compliance standards by drawing attention to potential high-risk calls.

“Call Insight Speech Analytics basically does the listening for you, detecting those critical keyword phrases you’re looking for,” said Rich Marcia, director of marketing for CSI, in a statement.

According to company officials, Call Insight offers dynamic dashboard reporting, which can present critical metrics in a variety of ways, including graphical, word cloud, or more traditional bar and line charts.

Each user can personalize their dashboard view to their specific needs, and drill down to actually play calls back and launch an evaluation for the event.

Virtual Observer (VO) is a robust workforce optimization solution which connects to ACSI’s ShoreTel (News - Alert) phone system, allowing ACSI to leverage call recording for their compliance and quality processes.

“VO is a game changer for us, really bringing our compliance efforts to an industry-best level, as well as enabling us to further differentiate ourselves from the competition in terms of observing an enterprise-wide quality model,” said Don Taylor, president of ACSI.

Earlier in January, Coordinated Systems had announced the hiring of Jonathan Brinson to its’ Virtual Observer partner channel sales team. 

Jonathan brings with him 10+ years of experience at Witness Systems (News - Alert)/Verint, where he held responsibilities in partner channel development and customer care.

Edited by Rich Steeves