Aurix and CSI partner to drive quality monitoring for contact centre industry
Partnership to drive sales potential for contact centres
24 August 2010 - Speech search specialist Aurix is today announcing a partnership with Co-ordinated Systems Inc, to integrate call monitoring and speech search technologies for the contact centre industry.
After three years of intensive research, East Hartford, CT-based Coordinated Systems, Inc.’s Virtual Observer, a leading call recording and quality monitoring solution, has selected Aurix as a strategic partner.
The integrated solution will offer CSI customers the ability to enhance their quality monitoring processes with speech analytics driven features such as automatic call scoring and automatic call tagging.
“We really wanted to let the market play out and see which speech technologies worked before we made a “build or buy” decision. We felt the time is right for speech to finally become affordable and we decided on Aurix because their value proposition was right in line with our own philosophies,” comments Dan McGrail, Chief Technology Officer for CSI.
“Others in our industry have flip-flopped between speech technologies and we waited until we could make the right decision, where we could deliver speech affordably and quickly. With Aurix, we’ve achieved what we were looking for.”
Virtual Observer is currently used in the healthcare, financial and catalog/e-commerce industries and, following a rapid integration process, now offers users the addition of speech analytics capabilities.
“The enhancements my team has already delivered are substantial and real time-savers for call center professionals,” adds Rich Marcia, marketing director for CSI. “I can’t wait to see what else they have in the works.”
Peter Rogers, CEO at Aurix adds, “There is no doubt that effective quality monitoring can help increase the productivity of any sales team, identifying opportunities to up-sell and any problems with customer service easily and effectively.
“This information can easily be fed into business processes such as training and help ensure that the sales or customer service team is at the top of its game.
“We’re excited by this new partnership with CSI, a well established name in call centre technology.”
