Call Recording Featured Article

The technology in place in the contact center can separate the winning operation from those that do little more than provide an interaction point for the customer. While the latter is often a function of the contact center, it really should be the beginning of an initiative and not the end. The experience the customer has while interacting with the contact center often sets the tone for the perception of the brand and the likelihood that they will continue to do business with that brand.

Coordinated Systems (CSI (News - Alert)), has built a reputation in the contact center space by delivering the technology enhancements needed to optimize that customer experience. Its call recording technology especially is well-known to bolster the value of the core system in place and provide the capabilities agents need to optimize all customer interactions. With CSI’s Virtual Observer Workforce Optimization Solution, the contact center has access to extended capabilities in all telephony environments, including cloud and hosted contact centers.

Call recording methods available in this platform include 100 percent / total call recording, selective recording with schedules or business logic; On Demand, recording methods, concurrent recording, SIP recording, active (software-only) recording, passive packet-sniffing as well as classic extension side recording and analog/trunk recording. These methods also allow for real-time integration with current contact center infrastructure to enable accurate reporting through the Virtual Observer dashboard.  

Views through the dashboard vary according to the role of the individual user, providing for the agent, supervisor or members of management who may need a complete holistic view. Statistics captured and reported include average talk time, the number of calls take, quality scores and more. Management can also create custom reports through the tool, grabbing data from the ACD and the Virtual Observer database using call recording records.

To extend the value of the platform even further, CSI has also introduced the Salesforce Connector, allowing customers to seamlessly integrate their Virtual Observer Workforce Optimization Solution with their Salesforce instance. As a result, a mass list of call recording data can be searched, sorted and even played directly from the Salesforce dashboard, or a dynamic list is linked directly to accounts, cases, contracts, tasks and more within Salesforce.

“We are truly excited to continue releasing features which add value for contact centers,” said Rich Marcia, Marketing Director for CSI, in a press release. “Being able to provide a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite is paramount, and fits seamlessly across the entire array of telephony and cloud platforms while providing a high value to customers and business partners.” 

The latest call recording benefits in the workforce optimization suite is positioned to support Avaya (News - Alert) contact center environments, as well as other leading technologies designed to enable the optimal customer interaction experience.