October 2008
LiquidSpoke partners with CSI to provide a best of breed call recording and quality monitoring solution for ShoreTel customers
October 20, 2008 - LiquidSpoke, a leading developer of solutions for the ShoreTel platform, and Coordinated Systems, Inc., creators of the Virtual Observer call monitoring suite, are pleased to announce the availability of Virtual Observer for the ShoreTel network of dealers and integrators. Virtual Observer is a robust call recording system which now natively pulls calls directly from the ShoreTel system.
Virtual Observer's call monitoring features enable businesses to improve agent performance by using the recorded calls to evaluate agents, review screen activity, and analyze performance reporting. LiquidSpoke now offers a comprehensive ShoreTel solution set for the desktop within call centers with distributed architectures and multiple locations. Having the ability to provide a complete telephony solution for businesses gives LiquidSpoke and their growing ShoreTel dealer network incredible leverage when competing against some of the other VoIP phone systems in the small, medium and enterprise business space. Leading with Virtual Observer gives all ShoreTel partners the opportunity and ability to turnkey call recording and call monitoring, which are extremely valuable tools for analyzing agent productivity and measuring performance in the call center.
As part of the ShoreTel “eco-system” of technology partners, LiquidSpoke and CSI now offer a fully scalable solution set to compete against NICE and Verint/Witness in the ShoreTel environment. Virtual Observer offers a similar robust feature set to those competing systems, yet at a much higher value to price. The various unique differences with this solution can be realized by businesses of all sizes.
LiquidSpoke developed the first complete end-to-end call logging solution tested with ShoreTel with a TAPI integration to the native architecture of ShoreTel. Examining the marketplace, Liquid soon discovered the quality monitoring market for ShoreTel was bountiful. "We wanted to partner with one of the industry leaders, rather than reinvent the wheel. Adding the Virtual Observer call monitoring solution's front end, on top of our call logger, was a fantastic opportunity to enter this space quickly," said Richard Tarity, President for LiquidSpoke. CEI, a common customer, helped to introduce Tarity with CSI, and the Virtual Observer Logger for ShoreTel was soon a reality. “I was using VO before we purchased our ShoreTel system. Once I introduced CSI to LiquidSpoke, I was amazed at how fast they came together with a single offering. We could leverage our existing platform with our new VoIP system and it has worked out well for everyone,” said Tom Osborne, Sr. Business Analyst for CEI.
While Virtual Observer will be well suited for smaller and medium-sized call centers, the system will also scale to multi-location enterprise customers. More and more businesses choose to transition their legacy phone systems to the ShoreTel platform, aiming to leverage the advantages of VoIP technology and gaining the benefits which unified communications can deliver. LiquidSpoke offers a wide range of ShoreTel options, including centralized administration, single web based portal, and monitoring. With the entire Liquid portfolio of products and services now strengthened by the addition of the Virtual Observer quality monitoring suite, the Liquid dealer network can benefit greatly from this pairing.
About LiquidSpoke:
LiquidSpoke is a multisourced managed service provider and systems integrator delivering high-end IT solutions within the context of Data and application architectures. We partner with clients in the investment and financial, pharmaceutical, retail, media and other key industries to deliver managed global technology services. For information, please visit http://www.liquidspoke.com.
About Coordinated Systems, Inc. and Virtual Observer
Established in 1972, Coordinated Systems, Inc., has consistently evolved its call recording solutions over time, and our business 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 provides an extremely high value to price and along with tremendous customer satisfaction. For information, please visit http://www.csiworld.com.
