Call Center Services Featured Article

New CallCopy cc: Discover Features Enhance Quality of Customer Service

September 16, 2008

In a bid to make it even easier to enhance customer service quality, CallCopy (News - Alert), a provider of call recording and quality monitoring software, has announced enhancements to its cc: Discover suite of call center solutions.
 
The new features make it easier to capture, search and analyze voice recordings and screen captures and can be used by the call center as either a combined offering, or deployed individually based on the needs of the contact center and its growth.
 
Ray Bohac, president and chief executive officer of CallCopy commented, "The latest updates to cc: Discover are a direct result of the feedback that we receive from our loyal base of customers. We built our solution to be flexible and to be able to adapt and grow with the ever-changing dynamics of the contact center industry."
 
With the cc: Discover platform, CallCopy boasts the ability to bring a 360-degree view of performance into a 3-D perspective.
 
Included in CallCopy's cc: Discover is:
 
cc: Voice is a single-server, scalable call recording solution that allows organizations to record what they want when they need it in a blended TDM and VoIP call recording environment.
 
cc: Quality is a Web-based software that allows users to build custom evaluation forms and tests, and features a reporting engine that delivers a broad range of customizable reports.
 
cc: Screen captures desktop computer screens on-demand or based on blocks of time or activity in third-party applications.
 
cc: Survey is a telephone and Web-based survey application that allows companies to capture the voice of the customer.
 
 
New feature added to the latest version include a new WAV form that makes it easier to detect hold times and gain even more insight into the conversations taking place between customers and agents.
 
Also, the addition of increased VoIP and station-side passive tap enhancements make it possible for CallCopy to add Computer Telephony Integration-like data without the CTI (News - Alert) investment.
 
 
INTERNET TELEPHONY Conference & EXPO — the biggest and most comprehensive IP communications event of the year — is going on this week (September 16-18, 2008) in Los Angeles, California! The show features three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Be sure to check out TMCnet.com and blogs from Rich Tehrani, Greg Galitzine, and Tom Keating for news highlights from the show. See you there!
 

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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