CSI’s Call Insight Speech Analytics Elevates and Automates Call Center Quality Assurance

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CSI announces the release of a ground-breaking new feature set in their Virtual Observer call recording and quality monitoring solution suite. The new feature, Call Insight, uses phonetic-based speech analytics to automate the call scoring and QA processes, providing customers with intelligence to help make important business decisions.

We are very excited to be able to bring this breakthrough level of automation to our customers at such an unprecedented value.

East Hartford, CT-based Coordinated Systems, Inc. (CSI), is pleased to announce the release of Call Insight, a speech analytics feature set for Virtual Observer (VO), a leading call recording and quality monitoring solution for call centers. "We're proud to be able to provide our customer base with such a powerful set of features at a price point consistent with our low cost of ownership philosophy," said Rich Marcia, marketing director for CSI.

Once upon a time, call centers achieved huge performance gains simply by learning to record their calls, play them back, and discover things they could be doing better. At first, only the largest companies could afford this technology. It was a closed marketplace with 1 or 2 large players, expensive entry, and incredibly high cost of ownership.

Compelling analytics and E-learning tools came along to help them get the right training materials in the hands of the agents for faster training cycle times, with better results. Eventually, as modern ingenuity would have it, technologies come down in price and barriers were removed. Acquiring previously exclusive tech (such as quality optimization suites -- call recording, quality monitoring and speech analytics has become much more affordable to mid-sized businesses and small enterprises.

Let’s jump ahead to current day. Take all the improvements gained from the previous evolutions and ramp them up by 100x. What if you can take the proven QA gains experienced with call recording and quality monitoring, and then automate those tasks? Now you’ll see exponential improvements occurring at a break-neck pace. Speech Analytics can now be added to a call recording suite for an unheard-of cost of ownership.

Coordinated Systems, Inc., developers of the Virtual Observer call recording and quality monitoring solution, has once again delivered an enterprise-scale feature set which is affordable for call centers of any size. As with all of Virtual Observer's robust QA features, a new enhancement is brought to market only when it works well, fits within their lowest cost-of-ownership philosophy, and is of immense value to customers.

Virtual Observer Call Insight Speech Analytics phonetically indexes all recorded calls, giving customers the power to perform critical searches and automate the most time-consuming quality processes. The phonetic-based indexing process is performed at 80 times real time and is completed as soon as calls are recorded. Indexing is only required once, so there is no need to re-index recordings.

Virtual Observer Call Insight allows customers to easily search your recorded calls for any keyword or phrase. There may be times when a simple word or phrase may be needed on-demand to discover what’s being said or while researching a particular issue. Call Insight users can build unlimited searches using confidence levels, proximities between phrases and combinations of "AND / OR" clauses for an unlimited searching opportunity.

Contact Center supervisors spend countless hours marking calls based on various indicators, for example, "Sales", "Customer Service", "Speak to Your Supervisor", "Over Billed Again". Now, Virtual Observer Call Insight gives customers the opportunity to automate this function and reduce the time spent actually listening to calls.

One of the largest expenses in running a call center is the amount of time supervisors spend evaluating and training agents to follow a script that is proven to work. This process involves randomly selecting calls and listening to them in their entirety to determine proper call opening, verification of customer information, offering new services and so on. This arduous process can now be replaced, or supplemented, by phonetically evaluating calls for script adherence and other key indicators.

With Call Insight, the system can automatically score calls and provide a higher volume of evaluations, rapidly. This automated process can also link to coaching materials so agents can be evaluated and trained end-to-end without the time consuming need to manually play and score calls. "Customers can now spend less time scoring and more time analyzing the resulting metrics," Marcia added. "We are very excited to be able to bring this breakthrough level of automation to our customers."

About CSI
Coordinated Systems, Inc., (CSI) established in 1972, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and quality assurance solution for call centers. VO supports Avaya, Cisco, 3COM, NEC, Mitel, and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.


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