Coordinated Systems, Inc. (CSI), a provider of call recording and quality monitoring solutions for call centers, announced today its CSI Virtual Observer solution is now certified with ShoreTel’s UC system.

 

Certification from the pure IP Unified Communications (News - Alert) (UC) solutions provider ShoreTel, Inc. is expected to extend the ability of its UC solutions to allow businesses to fully automate their call center quality assurance processes with advanced management capabilities.

 

The CSI Virtual Observer solution offers bundled, high-quality monitoring features, including evaluation, performance reporting, dashboards, analytics, e-learning, integrated screen capture, and supervisor-agent chat, according to the company.

 

The Connecticut-based CSI offers a range of products and solutions that are built around the philosophy of being "simple, effective and affordable.”  The company’s core business provides quality assurance technology and workforce optimization for call centers. Theses solutions include call recording software, an evaluation component, server hardware, and professional installation and trainings services.

 

The company said it was able to get a head start on certification testing by implementing the recording suite at multiple customer locations, and fully connecting to the ShoreTel (News - Alert) phone system API to harvest calls.

 

"This technology partnership enables us to provide superior call center functionality to organizations of all sizes looking to improve customer service and enhance internal business processes,” said Kevin Gavin (News - Alert), vice president of marketing at ShoreTel.

 

By becoming a ShoreTel Certified Partner, CSI has demonstrated and proven interoperability between the Virtual Observer solution and the ShoreTel UC system. As a result, CSI can leverage ShoreTel's expansive network of channel partners to offer customers best-of-breed functionality that meets the needs of both small and midsize businesses and enterprise-level call centers.

 

"Virtual Observer’s ease of use and low cost of ownership complement the brilliant simplicity and feature-rich functionality of ShoreTel’s UC solutions. The fact that we already have a growing number of joint customers emphasizes the value of this product in the marketplace today.”

 

According to Gavin, ShoreTel’s open platform and growing customer base have resulted in a dramatic rise in the popularity of the ShoreTel Technology Partner Program, and increasing demand for integrated UC applications. ShoreTel certification is designed to help organizations identify the best solution to meet their needs.

 

"By achieving ShoreTel Certified status, Virtual Observer offers ShoreTel customers the peace of mind that they are choosing a powerful solution that integrates tightly with the ShoreTel system and is easy to manage,” said Rich Marcia, marketing director for CSI. "In accordance with ShoreTel’s mission to integrate communications with business processes, Virtual Observer can fully automate the ShoreWare Call Center quality assurance initiatives, effectively helping organizations reduce costs and improve productivity."