Call Recording Featured Article

Managing companies on the enterprise level requires services scaled to meet their needs, which often involves handling high-volume and high-demand tasks, and with truly big data in tow. When enterprises are looking for a call recording or WFO solution, there is a lot to consider. I recently had the chance to discuss this with Rich Marcia, marketing director of Coordinated Systems, Inc. (CSI).

TMC (News - Alert): CSI provides a call recording solution, Virtual Observer, which has been designed from the ground floor to be enterprise-ready. What are some of the ways the “enterprise” was taken into consideration from the beginning for this solution?

Rich Marcia: All of our features and functions are delivered via Service Oriented Architecture, meaning actual servers can be anywhere, from a local server room to a secure collocated server farm to the cloud. It doesn’t matter. We developed Virtual Observer based on open standards and proven technologies using SQL-Server and Microsoft (News - Alert) .NET Web. The system is immensely scalable, allowing international enterprises to add locations and centers effortlessly.

TMC: You mention international enterprises, which raises another important question. More often than not, companies with a lot of bodies also work out of a lot of different places. As we know, this can include multiple office locations, as well as the locations of remote workers. How does CSI (News - Alert) accommodate these companies? What services have you found work best for them?

RM: Virtual Observer accommodates remote work environments seamlessly, even allowing at-home agents the ability to log in to our Agent Portal feature, which can help to make them feel like part of the team. We have one BPO customer with 19 locations across the globe running an Avaya (News - Alert) environment, logging 200,000+ calls daily and centralizing them back to corporate headquarters for evaluation and scoring. With an active recording environment, expanding to another location is as easy as adding the right resources in the right location.

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TMC: On-premises and cloud services both have their advantages, and it truly depends on the company in terms of selecting the right fit. Do you give companies any suggestions to help them decide which would serve their business more effectively? What on-premises and cloud hosting services does CSI offer?

RM: We typically offer four different models:

1. “On Premise,” where we can record traditionally using local network resources and local storage. On-premises recording methods include traditional analog, digital or VoIP recording, with boards or “active” using software connections to the phone system.
2. “Software as a Service,” where we can provide a fully hosted solution for you using our own server architecture, utilizing infrastructure from Amazon Web Services (News - Alert).
3. “Hosted VoIP recording” allows us to work with your preferred hosted VoIP vendor or hosted contact center provider to configure our solution in their environment or yours.
4. “Hybrid environment,” where Virtual Observer can also exist in a hybrid environment combining our cloud capabilities with a more traditional PBX (News - Alert) connectivity. This merges an on-premises recording approach interfaced with the convenience, scalability and managed services of the cloud.

TMC: Many telephony dealers, such as Avaya, Cisco (News - Alert) and ShoreTel, as well as cloud contact center vendors, are looking to add workforce optimization (WFO) software to their offerings, in order to differentiate themselves from the competition. How can Virtual Observer help them do this?

RM: We’ve had tremendous success working with traditional phone systems dealers in the Avaya/Cisco world, and we’re emerging as a serious alternative to some of the more expensive WFO vendors in our industry. By partnering with us, they can offer an incredibly robust, scalable, enterprise solution to their customers at an affordable price, all the while creating an additional revenue stream. The best part of the arrangement is in the responsiveness and reliability of our organization to deliver a satisfied end user.

In an increasingly competitive enterprise landscape, it’s crucial for companies to not only streamline their own internal services, but also make their offerings to other companies as innovative and appealing as possible. CSI’s Virtual Observer solution was designed to meet these needs and more. So for businesses at the enterprise level, look no further than CSI for the best in call recording and WFO software to make your company stand out from the rest.