Do customers really care how innovative a company is when it comes time to make a purchase decision? If they have to interact with the call center, they do. In fact, if customers would inquire after innovation during the sales process, more companies would take the necessary steps to innovate and stay ahead of the game. 

That is the idea put forth in a recent CSI Call Center blog. The company is excited about its latest innovations in call recording, referring to them as groundbreaking. CSI and its powerful Virtual Observer have long flown under the radar, known as the best kept secret in the call recording industry. The company’s foray into call recording was made that much more powerful with the Virtual Observer as this solution is one of the first integrated call recording and quality monitoring solution designed to deliver robust QA features and call recording. 

When it was released, CSI aimed for those companies who could not get their hands on higher priced options. CSI’s innovation was based on the design of the system with its Service Oriented Architecture (SOA). Such an approach ensured the solution was enterprise-ready for every customer. The scalable platform works well for mid-sized centers with seasonal spikes in activity or global multi-location enterprises seeking to add locations through growth and acquisition. In offering a solution that was truly scalability and delivered aggressive quality assurance in its feature set, the call recording industry took a whole new turn. 

Non-fortune 500 companies that had previously been unable to implement such solutions now had access to a robust product that was within their budget. Virtual Observer was also the first solution in the call recording space that was available with lifetime free full software upgrades for customers with active maintenance contracts. This approach was in direct contrast to the “re-buy” proposition upgrade path offered by larger competitors. 

This approach was so well received; a number of other vendors copied the model.Another first to the industry, Virtual Observer was the first call recording suite to provide assistance to customers in becoming PCI (News - Alert) Compliant through encrypted recorded media. Additional tools have been added to assist in the PCI process and the company is committed to staying ahead of standards in the industry.

VO Live was the first advanced real-time supervisor-agent assistance tool as part of the quality monitoring suite. This tool enables supervisors to view thumbnails of all agent desktops to assist via chat or even take control of the desktop if necessary.

Call recording is a must in the call center industry and as long as companies need to interact with their clients – and vice versa – the demand for call center recording will continue to grow.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny