Resolution, Inc.
“Since the implementation of the updated version of VO, there have been many differences that I have found beneficial in my everyday use. With the new Query Wizard feature, you are able to define virtually any piece of data that you need and sort accordingly. Reporting is much more efficient now. Listening to calls is much easier now with the visual event player. The “make media list” feature with web playback has a lot of benefits, although I haven’t had the opportunity to really put this feature to use yet...Overall a very happy user!”

- Yvonne Toutant, Resolution, Inc..

YCI / Bear Creek / Harry and David
"The sales team did an excellent job. They described and represented the product in an accurate mariner and we were very pleased with the price. Where i really think CSI is top notch is in their product support. They truly do go above and beyond. They continue to help us with the smallest of problems and provide technical support to the technically challenged (the user group). My time was spent learning how to create templates which was very necessary. Because of this, I did not get to spend a lot of time in the practical learning session of VO. However, I did have a clear understanding of how to create the templates this portion of my training was beneficial and very well done. They were very patient with me! When VO was new to us, I called the support team a lot. I especially appreciate the help I've received from them. They have always been very helpful and have never made me to feel any of my questions were "stupid" even though some of them have been very basic'! They have always been able to answer my questions and have been kind and professional. At times, research is required to determine a cause and solution to an issue. if this is the case, it is done in a timely manner and the line of communication is always open. At one time when we were having some difficulty, they emailed me every morning to check in and see how things were going. I really do appreciate the support team!"

- Dana Hammers, YCI

Goodyear Tire and Rubber Co:
"I am the Director of Customer Service with Goodyear Tire and Rubber in Syracuse NY. Upon starting my new position in June 2005, it was my imperative to improve our customer service to "World Class" levels while maintaining our current output. Included in my short and long term stratgey was training and assessment of performance. I realized we had an older version of Virtual Observer and used is sparingly to listen to my team of CSR's. I had a brief conversation with internal IT and the outside sales department with CSI, and we discussed upgrading the technology. The CSI team was able to talk us through an implementation plan as well as train us on the new functionality including: Multiple Agent recording, Template for assesment forms, Visual playback options, Packaging of calls with Assessment, and Enhanced email capabilities of agent recordings. I am extremely pleased with the new functionality -- it provided a great value to our organization. I am routinely listening and evaluating our agents, and package day to day calls for upper management to review. The implementation and software acquisition took less than 10 days!
Thanks again for your work.

- Steve McQueen, Cooper Crouse Hinds

Goodyear Tire and Rubber Co:
"The upgrade went very smooth from a technical standpoint. The features/value of the new software were worth the time and the effort, and they have been helpful. The main features I liked were the programs running as services, the auto scheduler (so we don't forget to run) and the audio view of the recording to find the voice portions. Overall it's been good. We will continue to look at upgrades like screen shots and CTI connections as we grow into this."

- Mark Nelson, Goodyear

Iron Mountain:
"I have had the occasion to speak with all kinds of Technical Support representatives over the course of the last 10 years in this business, and very few of these conversations stand out as having been pleasant ones! I have been made to feel as though I am among colleagues, knowledgeable colleagues in fact, that are interested in getting me the information, and support that I need as quickly as possible. As if this weren’t enough, I have on two occasions simply enjoyed a very social, easy-going, and yet highly technical banter with Technicians who are as passionate about their work as I am, but just as able to be personable. Kudos, to whoever it was that saw the need to have qualified, real, and personable support staff to talk with. This delicate balance of personality and teeth-grindingly accurate Technical aptitude is far too rare!"

- Richard Prescott, Iron Mountain

Money Management Institute:
"Your support is simply awesome! I rate your support a "10". If I have questions you guys are truly only a phone call or email away. I could not be more satisfied with the prompt and efficient servicing you have provided. I appreciate your quick response to my emails and patience! The reporting capabilities provide quick and easy options in determining an employee's performance. Your system is very user friendly, by having the recording and evaluation all tied in together has been a time saving experience. I have been enjoying the new feature where you can edit an evaluation from the event player...Thanks!"

- Pam Clark, MMI

Hartford Courant:
"The entire process of using Virtual Observer has been a wonderful success, and unbelievably affordable as well (competitive systems were much more expensive, especially on a year 2 support agreement comparison). We look forward to continued performance gains."

- Claudette Azevedo, Hartford Courant

Crutchfield Electronics
"Dan, it worked. I applied the changes to several agents and then rebooted the agent pc and all worked, the agent record had the latest login status. I have developed a script that we've tested on a few agents that works fine. The script requires two agent boots to work, but he says thanks. Csi is the fastest repsonding vendor we have ever worked with. Best value for money, included all necessary functions. Great product at a good price."

- AJ Miller, Crutchfield

Iron Mountain:
"I'm late sending this out, but I wanted to let you know that everything went extremely well and we are very pleased with Dennis' training session. The system is running perfect and we don't anticipate any difficulties with using it to it's full potential. Please extend our thanks to Dennis and the rest of the team at CSI and Telnet for a supplying us with an obviously great product and quality support. Job well done,"

- Steve, Iron Mountain

ACS / Lockheed Martin:
"I have not forgotten about you guys and apologize for the delay. First and foremost, I wanted to let you guys know how much I appreciate working with you on these implementations. Over the past 3 years I have lost a lot of faith in "vendor relations" and I can honestly say CSI has restored quite a bit of it. Your willingness to work with the customer and open lines of communications you maintain through the process are very commendable. In short, it is an absolute pleasure to work with you guys on these projects and look forward to future ventures that WILL occur. Great job on version 3!"

- Bob Boursow, Lockheed Martin