Workforce Optimization Software Featured Article

Automated Collection Services Chooses Virtual Observer for ShoreTel Call Recording and Speech Analytics

February 13, 2013

By Ashley Caputo,
TMCnet Web Editor

As a provider of Workforce optimization and call recording solutions, Coordinated Systems, Inc (CSI (News - Alert)) is constantly developing new innovations to set the bar higher for the industry and fulfill the demands of its consumers, which the company has proven to be successful as companies increasingly begin to adopt its products.


Based on this, Automated Collection Services, Inc. (ACSI) selected CSI’s Virtual Observer Call Insight Speech Analytics to be used in its contact center. As an accounts receivable management company, ACSI provides recovery management services to the education, healthcare, government and private-sector markets.

ACSI needed a solution that would reduce its training cycle times, drive faster analytics and create better business decisions. With a reputation to sufficiently deliver its services to its clients, it was vital for ACSI to find the right recording solution that matched its standards, which is why it selected Virtual Observer.

“Call Insight Speech Analytics basically does the listening for you, detecting those critical keyword phrases you’re looking for, “offered Rich Marcia, director of Marketing for CSI, “and agent training opportunities abound.”

The Virtual Observer (VO) is a workforce optimization solution that will be used to connect to ACSI’s ShoreTel (News - Alert)  phone system to identify potential high-risk calls and record screen activity, evaluate the entire phone interaction and run performance and trend reports in a dashboard environment. It will also have the ability to encrypt calls to protect sensitive date and run speech analytics on every call recorded.

ACSI expressed its excitement over the its decision to use VO in a statement from Don Taylor, president of ACSI, “VO is a game changer for us, really bringing our compliance efforts to an industry-best level, as well as enabling us to further differentiate ourselves from the competition in terms of observing an enterprise-wide quality model.”

Are you looking for ways to accelerate agent performance? To learn more about CSI’s products, click here.




Edited by Allison Boccamazzo



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