In an interview with Richard Marcia, marketing director of Coordinated Systems, Inc. last week, I got some inside details about the new product releases the company has issued, and some informative news Marcia gathered from his recent month spent on the road meeting with call center managers.

Geared towards call center supervisors as its main customer base, the company is releasing a speech analytics time saver for call centers. Marcia noted that “we’ve now got a speech technology that will allow call center supervisors to leverage that type of technology,” as he described the differences between CSI’s offerings and other call monitoring software.

“One of our differentiators is our tenure and experience,” said Marcia. He also commented that the company offers “robust quality platforms at an affordable entry point” while still bringing “new enhancements to the table.”

Marcia highlighted some of the software’s unique features as he described the phonetic call scoring which allows the call center supervisor to automatically score calls without having to engage agents in the process. This new software will “give call centers a larger value of evaluation. Call centers can now replace that process or enhance it. It’s going to flag calls based on keyword matches,” said Marcia.

The company also just released a VoIP suite application that “allows managers to view thumbnails of viewers, intervene by initiating a chat, and take over the desktop too.” Giving customers the ability to monitor video activity in real time is a feature that will be a huge time saver for them.

Overall, CSI’s software will help call center managers save the time and money they’ve been struggling with for years. As call centers become increasingly expensive to maintain, CSI stays up-to-date on the latest needs of the call center supervisor.