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 PBXACD platforms, is an enterprisewide solution that gives Call Center Managers the capability to monitor and record agent calls directly to their PC.1999 DCR released VerifyIt©, the first software application that allows agents to record customer calls on demand directly from their PC. In February 2000, VerifyIt 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 customers expectations.

Address: 80 Caisson Road Colchester, CT 06415
Telephone: 860-537-0649
Website: http://www.monitoringmadeeasy.com/