Innovation in the Call Center Recording Software Space

Potential new customers may not ask “How Innovative Are You?” during the sales process, but perhaps they should.

Businesses who innovate well and often, such as Apple and Google, don’t typically need to be asked because their audience just knows they do, from the constant PR and web buzz that surrounds each new release.

At CSI, we’re excited about the next wave of product announcements and innovations we have planned for our customers, partners and potential new customers.

These announcements are truly groundbreaking.

I can tell you this, right now, there will not be one call center supervisor or manager who won’t want to get their hands on these new time-saving features.

For a long time, CSI has kind of flown under the radar, content to be the “best kept secret in the call recording industry.” However, we have been doing this innovation thing for a long time.

Let’s quickly review:

Virtual Observer was one of the first integrated call recording and quality monitoring solution designed to deliver robust QA features AND call recording.

At the time, the industry giants were priced way beyond the reach of the small and mid-sized call centers.

We saw our opening.

The marketing opportunity is not where the innovation was, however. The innovation was in designing our system with a Service Oriented Architecture (SOA), meaning we’d be delivering an enterprise-ready solution for everyone.

SOA makes Virtual Observer a true enterprise-ready solution, translating to an extremely scalable platform for mid-sized centers with seasonal spikes in activity or global multi-location enterprises who are adding locations through growth and acquisition.

Delivering true enterprise scalability and aggressive quality assurance feature set truly shook up the call recording industry, which previously froze out the non-fortune 500 companies from similar  suites because of an amazingly expensive price point and upgrade path.

Virtual Observer’s competitors have since multiplied as the industry has noticed the success of our business model.

Virtual Observer was also the first vendor in the call recording space to offer lifetime free full software upgrades for customers on active maintenance contracts.

Bringing customers along to the latest release of our products made sense, and was in direct contrast to the “re-buy” proposition upgrade path offered by our larger competitors.

Many other vendors in our space have copied this model as well.

Virtual Observer was the first call center recording software suite to assist customers in becoming PCI Compliant by encrypting recorded media. We’ve broken through again with additional tools to assist in the PCI process and we will continue to stay at the forefront of the standards committee, as they continually update their rule set.

Virtual Observer was the first quality monitoring suite to include an advanced real-time supervisor-agent assistance tool, called “VO Live”, which enables supervisors to view thumbnails of all agent desktops where they can then assist via chat or by taking control of the desktop.

Competitors are still attempting to knock this off.

We will continue to blaze trails for call centers, giving them the tool sets needed to exceed quality assurance objectives and meet organizational goals.

Stay tuned on this blog and on our Twitter page for all of our exciting forthcoming announcements.

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