Call Recording Featured Article

Capturing the voice of the customer (VoC) is essential to order to provide high quality customer service in business today. The information gleaned from contact center interactions with customers not only leads to a better understanding of common complaints and grievances, but also an improved sense of customer needs and trends that can be anticipated ahead of time, leading to a more proactive overall business model capable of achieving improved customer satisfaction and retention rates.

A key tool in gathering and processing VoC data is workforce optimization (WFO) software. This type of software suite includes solutions such as call recording, quality management (QM) and other contact center technologies in order to optimize contact center performance. Coordinated Systems, Inc. (CSI (News - Alert)) is a leader in WFO applications, having developed a dynamic and flexible WFO solution called Virtual Observer (VO), which—in addition to call recording and QM solutions—offers advanced features such as interaction scoring and evaluation, VO live screen and webcam real-time monitoring for agent assistance, and rules-based screen capture. While these tools allow businesses to more effectively monitor and regulate their contact center workforces, VO also offers analytical services like performance and trending report generation, dashboard and speech analytics, an agent portal and e-learning services, and PCI (News - Alert) compliance measures to ensure legal regulations are met.

Despite having an already feature-rich and sophisticated WFO solution, CSI continues to strive to improve the services it offers clients. That is why, this week, CSI announced a new partnership with 3CLogic (News - Alert), a company that delivers next-generation inbound, outbound and blended cloud contact center solutions. The two companies formed this strategic collaboration to help tackle the ongoing WFO needs of enterprises as contact centers become the major hub of not just customer communication, but also customer relationship building and branding.

“As contact centers increasingly take on the role of relationship centers, the combined benefits of having a complete contact center solution with advanced WFO capabilities makes sense and is a win-win for both current and future clients,” said Guillaume Seynhaeve, marketing director at 3CLogic.

The integration of 3CLogic and CSI services will help enterprises of all sizes in gaining deeper insight into their customer bases, in turn enabling them to enhance their level of service throughout each stage of the customer lifecycle for a more powerful and compelling overall customer experience.

“We are truly excited about this partnership and our place in 3CLogic’s feature set,” said Rich Marcia, marketing director for CSI. “We’ll be able to ramp up value and deliver rapid ROI with our integrated offering.”