monda2frida
10 years ago
CGSO also a partner w/ Avaya:
Centergistic Solutions` AgentView Enterprise Compliant with Avaya Aura 6.1
Wed Feb 9, 2011 4:00am EST
AgentView has passed compliance testing for the new Avaya Aura 6.1, it was announced today by Centergistic Solutions, Inc., a leading global provider of real time performance management solutions for contact centers.
“We have completed testing and certification for AgentView with Avaya Aura 6.1, including Aura’s High Availability functionality,” said Ram Iyer, President of Centergistic Solutions. “Our policies are customer driven, and incorporating the latest generation of collector technology is central to our product initiatives. AgentView is currently installed in thousands of Avaya and Nortel environments and, key to our roadmap, is continuing our track record of compliance and connectivity,” he said.
Centergistic soon plans to roll out several new enhancements with its generation 6.0 of AgentView Enterprise. AgentView is a centrally administered browser-based solution. Users have 24/7 access to the configuration module of the AgentView system, via the internet, making it easy to navigate from the desktop, without having to physically access the server. Features include the new DashView HD, enabling innovative graphics, backgrounds and gauges to easily be inserted via Wizard-based help screens. Other features include an audit trail module and an IP clone capability to distribute messages across an IP addressable wallboard network.
About Centergistic Solutions
Centergistic Solutions provides Goal Achieving Metrics™ for today’s dynamic contact center environment. The robust, patented software technology that delivers Goal Achieving Metrics, AgentView Enterprise®, has enabled it to transcend the contact center environment and provide performance metrics for virtually any business configuration. AgentView is an award-winning real time contact center performance management system currently installed in over 3,000 contact centers worldwide. Centergistic is headquartered in Irvine, CA with offices in the U.K. and Mexico City.
Centergistic Solutions
Susan Saldibar
Vice President, Marketing
Tel: +1-949-222-4505
Fax: +1-949-222-4501
e-mail: ssaldibar@centergistic.com
http://www.reuters.com/article/2011/02/09/idUS89352+09-Feb-2011+BW20110209
monda2frida
10 years ago
This could happen with CGSO, imo:
Avaya Accelerates Collaborative Cloud and Contact Center Portfolios with Acquisition of ITNavigator
For Immediate Release:01 Oct 2013
Acquisition bolsters Collaborative Cloud (UC/CC) offerings with cloud-based social media monitoring, end-to-end management and unified reporting
Will strengthen and simplify Contact Center solutions for interaction, experience and performance management
Solutions support heterogeneous and hybrid Cloud environments as well as premises-based deployments.
Santa Clara, CA – Avaya today announced it has acquired ITNavigator, a leader in cloud, social media, reporting and management solutions. The acquisition will bolster Avaya's Contact Center solutions for interaction, experience and performance management as well as expand its Collaborative Cloud portfolio with cloud-based social media, end-to-end management and unified reporting.
As companies seek to elevate brand identity through next-generation customer service and optimize investments, Avaya is on the forefront of providing solutions that connect the dots throughout the service experience delivered through flexible deployment options. The acquisition of ITNavigator will add key management, reporting, and social media capabilities highlighted by their simple, easy to use features. In addition, the acquisition further enhances Avaya’s transformational unified communications and customer experience portfolio by:
Addressing the social media customer - ITNavigator’s cloud-based social media monitoring and response solution connects to popular social networks, including Facebook, Twitter and others. ITNavigator's Social Media Gateway (SMG) can be deployed as a stand-alone cloud or as a hybrid solution integrated with the contact center and complements Avaya’s existing social media management portfolio.
Expanding real-time reporting and monitoring tools for Cloud and Contact Center ITNavigator’s management and performance monitoring tools merge real-time updates gathered from a broad range of contact center data and key performance indicators, such as CRM, billing and other systems. This end-to-end reporting and monitoring capability can be deployed through public cloud, hybrid or heterogeneous environments or as a premises-based solution.
Strengthening Cloud, UC and Contact Center management and administration Capabilities – ITNavigator is the OEM provider of Avaya Contact Center Control Manager, which has been expanded into Avaya Collaborative Cloud offers. The acquisition will enable tighter integration of this fully-featured, user-friendly, end-to-end management and administration solution across Avaya's cloud, unified communications and contact center portfolios.
Founded in 2001, ITNavigator is headquartered in Israel with offices in Europe as well as business partners in Europe and North America. The acquisition closed today, making the company now a wholly-owned subsidiary of Avaya.
Quotes
"IT and contact center executives and managers are in need of solutions that simplify day to day operations and enable them to quickly and easily bring on new capabilities. Our experience with ITNavigator – and perhaps more importantly – our customers' experience with ITNavigator, has indicated that they bring a differentiated, easy-to-use set of solutions that makes the promise of 'next generation' contact center, unified communications and cloud-based applications a reality."
--Gary E. Barnett, SVP and President, Collaboration, Avaya
"Our relationship with Avaya has grown in mutual respect, and in recent times the boundaries between the two companies have narrowed as we drove to a common goal of simplifying sophisticated technologies. We are excited to be part of Avaya, a leader in innovation with respect to the Cloud, UC and Contact Center and its efforts to enhance its leadership with the addition of ITNavigator's products and technology."
--Arik Shtilman, Vice President, Business Development and Business Unit Manager, ITNAVIGATOR
"The acquisition of IT Navigator's software assets strengthens and augments the already robust Customer Experience Management portfolio Avaya has built. The synergies between ITNavigator's software and Avaya's cloud and contact center portfolio create a comprehensive solution set. IT Navigator's management and social media applications add depth and enhanced capabilities to Avaya's offerings in the Hosted market to benefit customers who are looking at moving to Contact Center as a Service (CCaaS) solutions."
--David Parry, CTO, TSG (A TeleTech Company)
About Avaya:
Avaya is a global provider of business collaboration and communications software and services, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
http://www.avaya.com/usa/about-avaya/newsroom/news-releases/2013/pr-131001
monda2frida
11 years ago
Turning Customer Issues into Trackable Metrics: Using a Trusted Tool to Support Your Customer Experience Initiatives
by Susan Saldibar, Vice President, Sales and Marketing, Centergistic Solutions - June 05, 2013
Turning Customer Issues into Trackable Metrics: Using a Trusted Tool to Support Your Customer Experience Initiatives
by Susan Saldibar , Vice President, Sales and Marketing, Centergistic Solutions, email: ssaldibar@centergistic.com, voice: 949 222-4505
Today we are taking customer experience and loyalty more seriously than ever before; how to better understand our customers and pave the way for them to buy more from us and stay with us longer. There is an abundance of software available to provide a variety of views of that customer, from their buying history to preferred transaction media. So we can now look at our customers from all directions. It can be a daunting task to sort through the reports and performance models. And it takes time. While you’re working your way through those reports, there may be a tool you can put to use right now.
Most call centers have some version of real time metrics tools, whether these metrics are shown up on a reader board or at the supervisor desktop. Unfortunately these tools are often used with very little imagination, and with the broad assumption that showing a few metrics off the ACD will provide enough information to keep the team headed in the right direction. Check that box and move on. Well, not so fast.
Take another look at your real time performance metrics and revisit the data sources you are tapping to produce them. Remember, now most software can tap other sources of data, including databases, and there is potential to get a much richer display of information. At the very least, it is a way to augment your new customer centric policies and marketing initiatives. Consider creating a table such as the one shown below. Sit down with some key staff members and create a list of common issues that you need to resolve. Don’t make the assumption that these issues can’t be turned into measurable metrics. There may be a metric that can measure, in real time, your progress towards your customer satisfaction goals.
Customer Issue
Measurement
Metrics
Source
Agents not responsive; don’t care about my problem
Communications etiquette needs work; quality monitoring system
Greeting; voice intonation; adherence to script; match to caller pace
Quality monitoring system
Impatient; wants to get rid of me
Agents may be watching talk time and try to wrap up too quickly
AHT/ATT Maybe thresholds are set too tightly; is your team reacting to a red alert on Talk Time?
ACD
Takes too long to resolve issues
Training; empowerment to handle issues; poor scripting, FAQ software
Agent desktop utilization; scripting software and FAQ database
CRM; contact management database; help desk software; utilization tracking software (yes, you can get metrics out of these)
Web response is slow
Are pages loading correctly? Bandwidth problem? Where is the greatest load? Pattern?
Page response time, target load, transaction completion times, concurrent users
Web surveillance/
diagnostics tools
IVR is confusing; takes too long
Look at IVR self service; where are the callers getting hung up; could be script/menu/access problem
IVR answer time; response time; prompt error; data look up delay
IVR surveillance/
diagnostics tools
Put me on hold for 5 minutes
Training issue? Database incomplete; FAQ?
Agent application screen time/desktop utilization issue; FAQ database loading issues; content issues
CRM; contact management database; help desk software
Wait on hold is too long
Speed of answer; calls waiting too long
ASA, LCW
ACD
Transferred my call 3 times
First call resolution needs work; track FCRs
Transferred calls; First contact resolution
Help desk software
We don’t pretend that these metrics will tell the whole story, but they are a key part of the story. You will need to review reports, monitor trends, use agent scorecards and performance management tools to put together a meaningful customer experience program. Just remember that real time displays are in front of your team all day. Make sure you are maximizing the potential of them.
Centergistic Solutions is a provider of performance analytics software for contact centers. More information about Centergistic is available by visiting www.centergistic.com.
Author:
Susan Saldibar
Vice President, Sales and Marketing
Centergistic Solutions
email: ssaldibar@centergistic.com
voice: 949 222-4505
http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/237/Default.aspx
monda2frida
11 years ago
Press release summary:
Centergistic Solutions, Inc. Press releases
AgentView System Upgrades now include a year’s FREE support
Feb 14, 2013
Centergistic Solutions Inc is pleased to announce a limited time offer to upgrade their customers using legacy AgentView 4W, AV97 and AVII systems to the current AgentView5 release for a single low fixed price now including a year’s remote support.
Fixed Price AgentView Support Offer
Jan 30, 2013
Centergistic Solutions, Inc is pleased to announce a limited time offer to provide annual support on their AgentView release 4 and 5 software for a single low fixed price.
Centergistic Announces Limited Time Offer on Old System Upgrades
Jan 14, 2013
Centergistic Solutions, Inc is pleased to announce a limited time offer to upgrade their significant installed base of original AgentView 4W, AV97 and AVII systems to the current AgentView 5.0 release for a single low fixed price.
Centergistic Appoints a New Sales Agent for Spain
Nov 20, 2012
Centergistic Solutions, Inc is pleased to announce the appointment of Ashok Mall as a new sales agent in Spain.
Centergistic Appoints a New Reseller in Greece
Nov 06, 2012
Centergistic Solutions, Inc is pleased to announce the appointment of Intrasoft International as a new reseller in Greece.
Centergistic Installs AgentView at a Canadian Energy Company
Oct 15, 2012
Centergistic Solutions Inc. installs AgentView 5.x behind a Cisco UCCX (version 8.5) for a Canadian Energy Company driving DashView display dashboards. Cisco UCCX 8.5 is the latest release of Cisco's flagship contact center platform.
Centergistic Solutions’ AgentView 5.0 Installed in Major US Hospital
Sep 10, 2012
AgentView 5.0 is to be installed at a world famous Baltimore Hospital, it was announced today by Centergistic Solutions, Inc., a leading global provider of real time metrics for contact centers.
monda2frida
11 years ago
Strange, I spoke w/ Martin Spence the other day(I had left a message because CGSO's website was down, & he called me back). He told me there was a problem w/ the server & it was corrected, and he thanked me for notifying them. I believe he is from their UK office, it looks like a UK number that he called me from.
Are you a shareholder? I noticed that you just signed up on this site, and that your 1st post is on this board-it's like a ghost town here, lol.
I will send you a private message with the phone number, maybe Martin can answer your questions, he was very helpful to me.
monda2frida
11 years ago
Our products are targeted at the growing number and increasing complexity of customer contact centers, addressing management's need to integrate performance data generated by operations, reporting and CRM (Customer Relationship Management) systems. Our software, using sophisticated algorithms, allows call/contact centers to improve performance and thereby customer satisfaction by providing the best possible service, while maintaining the most economical use of resources and overhead. The value behind what we term "The Centergistic Solution" is the real time availability of performance metrics derived by selecting sub-sets of data from critical sources throughout the contact center. These sub-sets are then combined to form a new superset of "smart" performance metrics. Alert thresholds and user-defined filters are applied to create a unique information set, profiled to each viewer. The resulting benefit of this information is faster and more accurate anticipation of clients' needs, more rapid response to service and/or revenue goals and across-the-board performance improvement through integrated real time and historical reports and analytics.
monda2frida
11 years ago
Centergistic Solutions, Inc. provides Goal Achieving Metrics™ for today’s dynamic contact center environment. The robust, patented technology beneath the conduit for Goal Achieving Metrics, AgentView Enterprise®, has enabled it to transcend the contact center environment and provide performance metrics for virtually any business configuration. We believe that driving the right information, to the right person, at the right time and place will result in individuals taking the right actions to improve efficiency and effectiveness of everyone throughout the organization. Our flagship products, AgentView® Enterprise and AgentView® Enterprise Performance Management are award-winning integrated real time and historical analytics systems currently installed in over 3,500 contact centers worldwide. Centergistic is headquartered in Irvine, CA with offices in the UK and Mexico as well as international distribution.
monda2frida
11 years ago
I own shares, the share structure is very favorable, insiders own most of the shares. I like that they are branching out into the mobile apps area. I feel they have the potential to create/design/develop something that just may be a home run. Revenues are decent for a small company, approx $1.5m the last time i was in touch w/ the CEO. Anything under .10/share is a buy for me.
They have patents on real-time data collecting:
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=59862983
Late last year they announced expansion plans:
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=83860989
Here's some more DD: http://investorshub.advfn.com/boards/read_msg.aspx?message_id=89503308
All in all, I think there is the potential for a buyout or merger of this company, jmo.
monda2frida
11 years ago
All in one dd post:
CGSO worldwide, expansion plans
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=83860989
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=83861018
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=83861065
CGSO collaboration with AVAYA-a multi-billion dollar revenue company!!
https://www.contactcenterworld.com/view/contact-center-news/centergistic-solutions-agentview-enterprise-compliant-with-avaya-aura-6.1.aspx
This is AVAYA:
http://www.avaya.com/usa/?CMP=KNC-nausggbrbr&HBX_PK=avaya&HBX_OU=50
http://en.wikipedia.org/wiki/Avaya
CGSO 11M O/S-unchanged in over 5 years!
insiders own 70% of the o/s
confirmed S/S w/ T/A:
O/S: 11,024,312 as of Jan. 30, 2013 spoke to marilyn
securities transfer
CGSO-in business since 1972:
We are a California corporation originally founded in 1972 as Account-A-Call Corporation
CGSO-huge client list:
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=53798934
Also, in 2009, Centergistic designed and developed a sophisticated software solution to serve the financial services industry. National Claim Filing (NCF) automates the process of creating, filing and managing proof of claims. The system is used by mortgage servicers, banks, credit card loan servicers and bankruptcy attorneys. More information can be found by visiting the NCF website at www.nationalclaimfiling.com
One of my conversations w/ the CEO:
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=57326155
CGSO's services used worldwide:
http://investorshub.advfn.com/boards/read_msg.aspx?message_id=59487431
CGSO-potential buyout?:
Avaya has sold its manufacturing and connectivity businesses and acquired several companies to support its current product set – Vista, VPNet. Quintus, Routescience, Nimcat Networks, Spectel, Ubiquity Software and Traverse Networks.
monda2frida
11 years ago
JPG-if you look at the pictures in the "autotwitnow" link, you'll see the first 2 pics are outside the CGSO offices in Irvine, CA. The second 2 pictures are Ram Iyer's book "Five Simple Strategies to Boost Your Profits." https://twitter.com/ramiyer_h/media/grid
Ram Iyer is President of CGSO: http://www.linkedin.com/in/iyerram
Ram Iyer's Experience
President
Centergistic Solutions
Public Company; 11-50 employees; Telecommunications industry
January 2011 – Present (2 years 6 months) Irvine, CA
Introduced Moupp – mobile app to promote bands, musicians and artists. Moupp is a mobile platform for music bands and their fans delivering just-in-time and just-at-location information.
And lastly, you'll see Moupp is included as well on the "autotwitnow" page.
monda2frida
11 years ago
news: AgentView System Upgrades now include a year’s FREE support
Centergistic Solutions Inc is pleased to announce a limited time offer to upgrade their customers using legacy AgentView 4W, AV97 and AVII systems to the current AgentView5 release for a single low fixed price now including a year’s remote support.
FOR IMMEDIATE RELEASE
PRLog (Press Release) - Feb. 14, 2013 - Said Ram Iyer Company President, “We are aware that there are a great many systems out there from the mid 1990’s and earlier still working flawlessly. However the PC hardware they are running on is beyond the end of its design life. We want to reward these long standing customers for their loyalty by offering them a cost effective path to our latest release running on current hardware or virtual hardware”.
As well as running on current server hardware and virtual servers there are many other advantages to upgrading. The latest version of AgentView offers high definition LCD displays, mobile displays, web based administration and many other enhancements over the early versions, while retaining the ability to dive existing LED readerboards.
To find out more visit www.centergistic.com or email upgrades@centergistic.com
The AgentView platform consists of an open architecture with patented collections and filtering technology to extract and assemble the strongest possible set of metrics. AgentView delivers these Goal Achieving Metrics in several flexible formats to best match the information to the individuals who need to see it.
About Centergistic Solutions
Centergistic Solutions, Inc. provides Goal Achieving Metrics™ for today’s dynamic contact center environment. The robust, patented technology beneath the conduit for Goal Achieving Metrics, AgentView Enterprise®, has enabled it to transcend the contact center environment and provide performance metrics for virtually any business configuration. We believe that driving the right information, to the right person, at the right time and place will result in individuals taking the right actions to improve efficiency and effectiveness of everyone throughout the organization. Our flagship products, AgentView® Enterprise and AgentView® Enterprise Performance Management are award-winning integrated real time and historical analytics systems currently installed in over 3,500 contact centers worldwide. Centergistic is headquartered in Irvine, CA with offices in the UK and Mexico as well as international distribution.
Contacts:
Martin Spence
+1 949 222 4500 ex516
+44 8444 121 990
mspence@centergistic.com
Contact Email : ***@centergistic.com
Source : Centergistic Solutions Inc.
Phone : 949 222 4500
Address : 2112 Business Center Dr.
: Suite 190
Zip : 92612
City/Town : Irvine
State/Province : California
Country : United States
Industry : Telecom, Technology
Tags : AgentView, wallboard, Readerboard, real-time, contact center
Shortcut : http://prlog.org/12080246
monda2frida
11 years ago
news: Simon Reverb have joined Moupp
New German punk rock sensations Simon Reverb has joined Moupp for their mobile promotion and to connect with their fans on smartphones and tablets.
FOR IMMEDIATE RELEASE
PRLog (Press Release) - Feb. 4, 2013 - New German punk rock sensations Simon Reverb has joined Moupp for their mobile promotion and to connect with their fans on smartphones and tablets.
About Simon Reverb
Simon Reverb is a 3 member band consisting of Guido Braun on the bass, Josh Frankfurt on the drums, and Simon Reverb himself, on the guitar and as vocals. From Frankfurt, Germany, the trio has been stirring up the German hip-hop scene with its provocative lyrics and edgy sounds. Simon Reverb’s unique sounds can be described as “punk rock meets rap.” Their upcoming album, “Yes? No? Maybe?”, is due to be released in March 2013.
About Moupp/Centergistic
Moupp is the first ever mobile app for bands and artists to market and promote themselves. As a fully featured smart phone app, Moupp lets bands and artists connect to their fans and keep them informed of upcoming gigs, share videos, music and photos plus connect to their online music store. Moupp Live Alerts let fans know when and where artists are appearing and when they are nearby. Moupp allows fans to view tour dates, pictures, videos and listen to music in real-time. Combined with notifications and alerts, the app allows bands to be in touch with their fans at the right time and right place. www.moupp.com
Moupp is a wholly owned product-service from Centergistic Solutions, Inc.
With offices in the U.S., Mexico and the United Kingdom Centergistic Solutions Inc. are a product design, development and solutions company with roots in real-time delivery of information. With over 30 years of expertise in designing and delivering solutions Centergistic has pioneered some of the best practices in high-uptime software.
Our Corporate offices are located in Irvine, California.
Media Contact
Ram Iyer,
2112 Business Center Dr. , Irvine, CA 92612.
Ph: 949 222-4500
Email: media@moupp.com
Contact Email : ***@moupp.com
Source : Centergistic Solutions Inc.
Phone : 949 222 4500
Address : 2112 Business Center Drive
: Suite 190
Zip : 92612
City/Town : Irvine
State/Province : California
Country : United States
Industry : Entertainment, Music
Tags : mobile, app, promotion, smartphone, band
Shortcut : http://prlog.org/12073197
monda2frida
11 years ago
looks like CGSO has good things coming:
FOR IMMEDIATE RELEASE
PRLog (Press Release) - Nov. 20, 2012 - Centergistic Solutions, Inc is pleased to announce the appointment of Ashok Mall as a new sales agent in Spain. Ashok has been in Telecoms for almost 20 years , starting initially with a reseller of Centergistic Solutions Inc. in the UK. Then following a move to Spain, he was involved in million dollar projects with companies involved in SoftSwitch, Mobile Network Assurance and Online Billing - in a direct and indirect capacity. Ashok has during his tenure worked with major fixed and mobile operators and associated global and local partners. His previous experience selling AgentView to reputable contact center suppliers and major negotiations in the unified communications market will greatly assist Centergistic Solutions Inc. in its planned expansion.
Ashok will identify, recruit and work with resellers and distributors to sell and service AgentView line of products in the EMEA and CALA regions. AgentView ® Enterprise, the award-winning technology, is running successfully in over 3,500 contact centers all over the world. AgentView extracts key data from all major industry PBX/ACDs as well as a library of other systems to deliver the set of metrics necessary to provide a dramatic improvement in performance.
The AgentView platform consists of an open architecture with patented collections and filtering technology to extract and assemble the strongest possible set of metrics. AgentView delivers these Goal Achieving Metrics in several flexible formats to best match the information to the individuals who need to see it.
Ashok can be reached at ashokmall@5rios.es
About Centergistic Solutions
Centergistic Solutions, Inc. provides Goal Achieving Metrics™ for today’s dynamic contact center environment. The robust, patented technology beneath the conduit for Goal Achieving Metrics, AgentView Enterprise®, has enabled it to transcend the contact center environment and provide performance metrics for virtually any business configuration. We believe that driving the right information, to the right person, at the right time and place will result in individuals taking the right actions to improve efficiency and effectiveness of everyone throughout the organization. Our flagship products, AgentView® Enterprise and AgentView® Enterprise Performance Management are award-winning integrated real time and historical analytics systems currently installed in over 3,500 contact centers worldwide. Centergistic is headquartered in Irvine, CA with offices in the UK and Mexico as well as international distribution.
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JPGetty
11 years ago
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