East Hartford, CT (PRWEB) June 30, 2013
The Benefits Companies, a company approach outsourcer (BPO) and teleservices firm, was recently awarded the Fastest Developing BPO Organization of the Year. Since 1990, The Final results Firms has experienced phenomenal accomplishment, adding clientele and implementing award-winning customer management solutions for more than 20 years. By offering tangible proof of value and a effective organization culture, growth has been fueled mainly by referrals. Development has been significant, with revenues operating roughly $ 28 million since 2005 to nearly $ 75 million in 2009. For 2010, The Final results Companies’ revenue reached $ 81.1 million. One particular of the challenges with rapid growth, of course, is making confident your technologies infrastructure can hold up, especially when that technologies encompasses your top quality assurance initiatives.

The Benefits Businesses at the moment operate their major data center in Atlanta, Georgia. The massively worldwide, very scalable operation runs an Avaya Aura telephony platform across 13+ locations in the Philippines, Mexico and the United States. The call centers see a surging call volume, and in order to turn those calls into quantifiable, qualitative events, they had to implement a wide-ranging, very scalable contact recording technology which would keep pace with the rapid growth.

After a thorough search, the Final results Companies deployed CSIs Virtual Observer for workforce optimization across their Avaya landscape. CSI was selected based on all round worth to price tag and the flexibility a tiny, yet responsive company like CSI can supply. The most significant challenge the Benefits Businesses required to overcome by means of the years is maintaining the complete Virtual Observer environment growing along with their own developing enterprise demands. To this day, even during peak enterprise instances, they seldom have to wait much more than a few minutes for a call recording to be processed and obtainable for playback, even as their 200,000 calls per day flows via the process. Virtual Observer had confirmed scalability to meet the challenge.

Of course, there have been some recent concerns that we have overcome. With their call volume, it was taking virtually 20 hours to purge a days worth of the oldest recordings from the on the web storage. We had been on the verge of not becoming in a position to delete them as quick as they have been coming in. We worked with each other and analyzed the SQL and enhanced the functionality by much more than 50%. The program can now execute the needed purge in less than eight hours, offered Vic Favara, a technical systems analyst for CSI. Theyve virtualized much of the atmosphere and have also customized the DMCC recording solutions to a degree as opposed to anything else the industry has to supply, added Brian Yarab, IT administrator for the Outcomes Firms.

CSI has responded to each request we have made over the years in a timely manner to accommodate all of our demands as a growing firm, added Yarab. Expectations are larger than ever. Being able to pull and listen to any recording by any call center agent has helped our trainers to continuously evaluate and improve on our consumer service skills.

Yarab also went on to develop a list of the top four reasons they have powerful faith in Virtual Observer as a extremely secure platform: 1) The calls are automatically encrypted. 2) We have the potential to handle who can see what recordings. This is important in a multi-client atmosphere. 3) The all round architecture of VO accounts for the occasional hardware or other such failures allowing us time to recover until we can get back to regular operations.

Correct on The Benefits Organizations site, they describe VO and use the technologies as a promoting point to their clients: Sophisticated call recording is far more vital nowadays than ever due to improved legal needs, security concerns and training needs. The Outcomes Organizations utilizes Virtual Observer from Coordinated Systems, Inc. (CSI) for our digitized recording and top quality monitoring remedy. Virtual Observer is a answer that enables for the capturing of voice and screen on one hundred% of calls. Digitized recording of calls provides essential info for supervisors and representatives to evaluate their interactions with consumers thereby providing valuable feedback for continual improvement in client care. We would undoubtedly refer VO to other BPOs and Teleservices firms. We have been utilizing VO for over 8 years now and CSI as a firm has been there for us every step of the way, stated Yarab.

About CSI
Coordinated Systems, Inc., (CSI), enjoying our 40th year in organization, has thrived on creating higher-quality, lengthy-term relationships with customers and partners. CSIs flagship product, Virtual Observer (VO), is a call recording and workforce optimization remedy for speak to centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an very higher value to value and tremendous consumer satisfaction.

About the Benefits Firms
The Final results Companies delivers an innovative, extremely scalable operating model with the verified ability to add new consumers and develop their marketplace share. Organization primed for additional development. The Final results Companies’ platform is organized for considerable growth with minimal integration difficulty.





