Call Recording Featured Article
Call Recording: A Look Back with CSI on the Last 40 Years
Anniversaries afford opportunities to look back, analyze the present, and look toward the future, which is what CSI (News - Alert) has been doing as this year marks its 40th anniversary. Celebrating its achievements, its innovation, and its forward-thinking products, Rich Marcia ruminated over the various roadblocks and successes the company has had in the call recording industry over the last four decades.
Building a foundation is one of the most important elements to establish, he wrote, and any company’s solid foundation starts with its staff. Marcia noted that in the early days (pre-call center), CSI’s developers were unfazed by the Y2K “problem,” tackling “the issue with swift and confident logic, making sure it was a non-issue for our manufacturing customers,” as he put. Setting the stage with a solid team has helped CSI fair the weather of the last huge changes in communications technologies.
Being flexible with those changes is a responsibility and requires dedication and foresight on the part of companies in the VoIP and call center space. Watching how the market shifts led CSI to develop its flagship product, the Virtual Observer solution. In the early years, CSI won over small and medium-sized call centers all the while building their quality monitoring solution from the ground up as an enterprise-ready offering. Now, firmly established as a logical, true option for smart-spending large and global businesses, Virtual Observer continues to thrive in a highly competitive space..
“We actually designed VO from the ground up to be an enterprise application. Architected using .NET (News - Alert) services allowed for the scalability and framework to support multi-location demand. It helped us land a large call center outsourcer, with over 4000 phones and over 18 locations sharing an Avaya (News - Alert) platform,” wrote Marcia. “VO centralizes all the calls and quality monitoring back to their main hub.”
The inclusion of speech analytics was a milestone for CSI, and a natural step for the call recording and quality monitoring provider. The Virtual observer 4.0 platform features speech and enhanced dashboard analytics, integrated scoring, screen capture, performance, and trending reports, as Customer Interaction Solutions reported last year. The “high demand” for focusing on the customer experience led CSI to develop these features that bolstered its renowned solution in the marketplace.
Of course, every business hits its roadblocks, but as Marcia wrote, it’s more about how you approach the roadblocks that matters. “People here at CSI are always taking on multiple responsibilities and learning new skills. We’re a nimble and responsive organization. We are often thrown into the fire and forced to succeed, which we do,” he said. CSI’s CEO, Robert Hutcheon, added that one of the keys to powering through a rough economic climate is having good management, and having a driven staff.
Staying on top of research and opportunities in the market has benefitted CSI and helped it become a stand-out brand in the call recording space, also boosted by a strong partner reseller program. 40 years in business is indeed a long time. For the next 40 years, the company sees no challenges ahead which cannot be overcome by hard work & innovation.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. 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 click here.
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Edited by Stefanie Mosca