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CSI delivers workforce optimization for the Avaya IP Office platform

CSI certifies Virtual Observer Call Recording and WFO for Avaya’s IP Office 10 platform for contact centers

 As the first Workforce Optimization vendor to attain certification with Avaya’s IP Office version 10, CSI is responding to demand from Avaya Business Partners to deliver an integrated WFO solution to midmarket and smaller enterprise Avaya IP Office contact center customers.

CSI is an established provider of best-of-breed customer engagement and workforce optimization solutions for contact centers, today announced that its Virtual Observer solution has successfully completed compliance testing with IP Office version 10 from Avaya.

CSI utilized customer demand and market research to develop an enterprise-ready Avaya IP Office-based call recording solution. “We analyzed where the market is headed and identified a trend of IP Office adoption. We’re giving the contact center space what they want – a fully capable and affordable enterprise workforce optimization solution which works in the mid-market and SMB sized centers as well,” Dan McGrail, VP of Product Development, offered. “Many vendors in the UC space offer a single source solution,” McGrail added, “which ends up becoming either more expensive or lacking in innovative features. Being a best of breed vendor means we use the best available technologies within our own platform, which we install and train on them, ensuring unrivaled customer success. We get the job done – that’s the bottom line. We manage the Workforce Optimization delivery process better than anyone else.”

“We at CSI are pleased to offer our Avaya business partners enhanced IP Office Version 10 integration for our flagship WFO solution, Virtual Observer (VO).  Our new recording method has been developed with customer value in mind, providing an affordable licensing model and an extremely robust WFO feature set which has never previously been available for IP Office customers,” added Rich Marcia, Marketing Director for CSI.

Enhancements specifically achieved with this integration for IP Office Version 10 include:

  • Supports all IP Office APIs for metadata capture (CCT, DevLink, CTILink, RTD, TAPI, ODBC, Cache Integration, more…)
  • Supports all Phone Types (SIP, H323, Digital TDM, IP Hard Phones, IP Soft Phones, Avaya Communicator, AAD, more…)
  • Full Agent Experience and Customer Experience Event Assembly (No breaks for hold, conferences or transfers)

“We are truly excited to continue releasing features which add value for Avaya contact centers”, said Rich Marcia, Marketing Director for CSI. “Being able to provide a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite for IP Office 10 is paramount, and fits seamlessly across the entire array of Avaya platforms while providing a high value to Avaya customers and business partners.

With Virtual Observer, organizations can optimize their contact center quality processes as well as security and compliance objectives. Customers can start with an advanced call recording, search, playback and reporting solution and quickly expand through included components which include quality monitoring capabilities such as integrated scoring and evaluation, screen capture, e-learning through an Agent Portal, and measure KPIs through performance and trending reporting and dashboards.

Virtual Observer differentiates itself from other solutions in the marketplace with enhanced quality optimization features such as VO Live for agent assistance with real-time agent screen monitoring, webcam recording and monitoring, social media monitoring, and a “What’s up with the down time” visual view of agent activity across time.