Call Center Management Feature Article
May 01, 2012
Call Center Management Solutions Provider Tops in Vendor Satisfaction Rating in DMG Report
By Rajani Baburajan, TMCnet Contributor
DMG’s 2011-2012 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report is based on annual customer satisfaction study conducted on customers from 11 leading workforce optimization (WFO) vendors.
CallCopy not only was ranked highest in Overall Vendor Satisfaction rating, but also received the highest rating in 11 categories, including eight perfect scores and eight in which they shared the top score.
"Our service and customer satisfaction combines with our technical prowess to provide our customers with a solution that is squarely focused on their real-world needs,” said Jeff Canter, president and CEO of CallCopy, in a statement. “Success in this field comes from listening to the customer, and we are constantly incorporating feedback into our product changes to be sure we continue to lead the pack in customer satisfaction."
DMG, according to CallCopy, is the leader in contact center research and market analysis. The agency conducts this annual survey to rank the leading players in the WFO market.
"CallCopy's commitment to its customers has been clearly demonstrated by it customer satisfaction results. In 2010, they tied for first place for "Overall Vendor Satisfaction" and in this year's study, they came in first," said Donna Fluss, president of DMG Consulting, in a statement.
Winners were selected based on the responses from customers for questions such as: why they chose the vendor and what benefits they gained from the vendor’s WFO solution.
The survey measured several product satisfaction metrics including ease of configuration, flexibility, seamlessness of third-party integrations, QA process automation, interface usability for agents, supervisors and users, service level, and quality of training.
In another significant achievement earlier this year, CallCopy announced that its cc: Discover workforce optimization suite is compliant with key Internet Protocol (IP) telephony solutions from Avaya (News - Alert), a global provider of business collaboration systems, software and services.
Edited by Amanda Ciccatelli