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| Corporate Background |
Founded in 1997, Data Collection Resources (DCR) is a global provider of affordable call center quality monitoring and recording solutions that ensure a positive customer interaction experience. Customer Experience Monitoring Suite includes sampled or ‘Total Record’ scheduled recording, monitoring and playback, Agent Evaluation, Screen Capture, Record on Demand and e-Learning Management.
The Company’s strength lies in its ability to leverage the inherent capabilities of Microsoft Windows using standard ‘off the shelf’ components -- setting DCR apart from other systems that require sophisticated IT infrastructures. CEMS is designed to help customer contact centers schedule quality recording sessions and automate the agent evaluation process in full support of the business goals of the center. Matching feature-for-feature DCR offers a definitive advantage without the high price (up to 75% less expensive) or complexity of traditional systems. |
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| Chronology |
1997 The company’s first call
center enhancement application, the ACD Data Collection & Reporting
System© was released. ACD Data Collection & Reporting System provides Call
Centers a flexible, low cost approach to ACD reporting. This application
earned Data Collection Resources the prestigious industry recognition as a
“Siemens Ready” software developer.
1998 DCR focused their
development resources on overcoming the inefficient process of live call
center monitoring. The Agent Monitoring System©, which has been tested on
all major PBX\ACD platforms, is an enterprise-wide solution that gives
Call Center Managers the capability to monitor and record agent calls
directly to their PC. 1999 DCR released Verify-It©, the first software application that allows agents to record customer calls "on demand" directly from their PC. In February 2000, Verify-It was received honorable mention as product of the year in Call Center Magazine. 2000 DCR designed the Agent Evaluation System. A.E.S. in a truly innovative application that provides Call Center Managers the ability to evaluate any call center activity using their own custom designed templates and reports. In the same year, DCR collaborated with the staff at SSI to develop Voice Activate Screen Capture system that works in conjunction with the Customer Experience Monitoring System. 2001 Data Collection Resources introduced CEMS, The Customer Experience Monitoring Suite which combined the best attributes of Agent Monitoring System (AMS), Screen Capture and Agent Evaluation into a single solution that can be used individually or in concert. This system allows call center managers to gain a true understanding of the Customer Experience and manage their center to the customer's expectations. 2002 to present click here |
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| Product Overviews |
C.E.M.S. – Customer Experience Monitoring Suite Powerful quality monitoring and recording software, CEMS is designed to meet the recording and monitoring needs of the contact center. It allows efficient response to diverse company management styles focusing on business related goals. The first system to provide an easy to use Windows driven interface, CEMS significantly reduces implementation and training time through a scalable product designed for small-to-large contact centers.
C.E.R.S. – Customer Experience Reporting System (Agent Evaluation) The Customer Experience Reporting System or Agent Evaluation tool is designed for call center managers to assess employee performance and make necessary modifications to that performance that lead to improved customer interaction and increased productivity. By storing all evaluation results in a database, agent performance reports can be retrieved and analyzed over a period of time offering a comprehensive management level view. Only by analyzing continuing performance can management be assured that agent skills are being utilized to their fullest and that business goals are consistently being met.
Agent Screen Capture Agent Screen Capture synchronizes data and voice recording with one easy to use system. Screen recording can be scheduled in advance or on demand. The system combines with CEMS to allow supervisors to capture complete voice and data information for immediate feedback or future evaluation.
e-Learning Management (Up-to-Date) Up to Date, e-Learning management is a management communication tool providing a consistent method for dissemination of training and time sensitive materials for delivery to the agent desktop efficiently and in a manner that ensures retention. Up To Date uses a browser based interface that allows agents immediate access to information. Data distribution is supported for delivery either at system Log In or on an ad-hoc basis as needed. By design the system supports all HTML formatted documents.
CEMS-SC CEMS-SC for small call centers is a random record system designed to schedule and record agent-customer events. The system runs on a Windows based platform storing recordings in familiar Windows .wav file format on local PCs or shared folders on the company LAN. Playback of recordings from any desktop PC uses ordinary audio playback programs such as QuickTime. The system ships complete for $2,995.00 and easily installs on existing company servers. As companies grow, CEMS-SC is fully upgradeable ensuring a migration path for growth.
Verify-It, agent desktop software is designed for recording of conversations 'On Demand'. The software can be setup to allow either the agents to record critical portions of conversations as required or supervisors to record all agent conversations without agent intervention. Recordings can be stored locally on the PC or on the LAN for playback at any time. Easily email wav files to customers, supervisors, help desk employees or anyone who requires verification of a conversation. |
