Accounts Receivables Firm Implements Virtual Observer Call Insight Speech Analytics Engine

February 14, 2013

Coordinated Systems, a provider of VoIP call recording and workforce optimization solution for contact centers, recently partnered with Automated Collection Services, Inc. (ACSI), an accounts receivables management company, to implement Virtual Observer Call Insight Speech Analytics in ACSI's headquarter contact center.

ACSI provides total recovery management services to the education, healthcare, government and private-sector markets on a national basis.

Virtual Observer Call Insight is a phonetics speech engine that facilitates rapid detection of trends in the contact center so companies can ensure customer objectives are met.

The workforce optimization solution connects to ACSI's ShoreTel phone system, allowing the company to leverage call recording for compliance and quality processes. It also enables the company to record screen activity and evaluate the entire interaction.

With Virtual Observer, companies can also run performance and trending reports in a dashboard environment, encrypt calls to protect sensitive data, and run speech analytics on every call recorded. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other phone systems.

ACSI deployed the call recording solution to improve call analytics to drive faster and better business decisions. It also reduces training cycle times. The company turned to Virtual Observer based on the wide range of features available as well as its low cost of ownership.

"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," said Don Taylor, president of ACSI, in a statement.

The dynamic dashboard reporting can present critical metrics in a variety of ways including graphical, word cloud or more traditional bar and line charts.

"Call Insight Speech Analytics basically does the listening for you, detecting those critical keywords phrases you're looking for," said Rich Marcia, director of Marketing for CSI, “and agent training opportunities abound."

Edited by Rachel Ramsey

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