Delivering fast implementation with exceptional customer care and early results

NBICSI is proud to document a success story for a recent customer win with an Avaya business partner: National Business Institute (NBI), based in Altoona, Wisconsin is a trusted provider of continuing legal education and training since 1983. NBI, Inc. holds live, in-person seminars in all 50 states and Puerto Rico.

The IT team at NBI, Inc., was hopeful to avoid the typical vendor experience of delayed starts, slow responses and impersonal communications when they began the process of selecting a new call recording and quality monitoring vendor for their organization.

They met with a select group of vendors introduced by their telephony vendor. Right off the bat, they narrowed their choices down based upon which companies communicated better and presented a single, proposed solution with clear advantages over the others.

After two demonstrations from two competing vendors, NBI was blown away by the capabilities of both. Up until this point, they’ve done everything manually, and now these systems would help them accomplish their objectives much easier than originally anticipated.virtual-observer-logo-hi-res

In the end, NBI chose CSI for two reasons. First, the personality of the sales team was a big differentiator. They immediately connected and were put at ease. Secondly, they also preferred the power and simplicity of the user interface and the pricing model of Virtual Observer.

When the implementation began, the magic happened: CSI’s project manager proved to be super responsive and predictive of what would be needed in advance of NBI even asking.

An NBI resource offered “Typically, all the detailed documentation needed for a project like this is created and maintained by us. CSI handled all of this for us allowing us to put our time into other things related to the project.”

They continued by relaying “We have been using Virtual Observer now for five months and have had numerous opportunities to use CSI’s technical support team. We’ve used them for a variety of tasks such as inquiring on how something works, enhancement requests, unplanned down time and training. Every experience and interaction has been top-notch. CSI’s technical support team responds quickly, is knowledgeable about every aspect of the hardware and software and is great to work with.”

The NBI Implementation beat the original timeline. Their users are most excited about using the event log to play back calls. The NBI team also added “Virtual Observer is built for maintainability. The flexibility of configuring Virtual Observer for your organization’s unique needs are impressive. The application is extremely well written and easily able to accommodate an organization’s customizations by a simple change of a configuration file. All customizations we’ve done so far have all been done in-house. We do not need to pay for the customization or wait for the vendor to make the change for us.”

“We feel like we are on the same team with the people we work with from CSI. The training classes have been superior, as well,” they added. “CSI has made our lives so much simpler with this project. True Story!”

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