CallCopy (News - Alert) delivers innovative call center solutions that help improve the efficiency of call center operations. Recently, the company announced the availability of cc: Clarity (News - Alert), a next generation workforce management (WFM) solution that allows call centers to optimize operational efficiencies, employee satisfaction and ultimately the overall customer experience.

cc: Clarity is the latest component of CallCopy's cc: Discover Workforce Optimization (WFO) suite. The suite's call recording, quality management, screen capture, speech and desktop analytics, agent coaching, performance management, customer surveys and workforce management all operate in a single framework.

The solution enables call center managers to easily oversee their staff and the countless customer conversations they handle, thereby dramatically enhancing call center operations. Featuring an easy-to-use interface and the ability to share underlying data, cc: Clarity powers unified reporting, advanced application workflows and streamlined system administration.

The solution helps also helps to improve call center operations by delivering innovative features like forecasting and scheduling; intraday management; agent empowerment; effective agent communication tools; reporting, dashboards and wallboards, integration with third-party tools and an intuitive interface.

"There has been a great deal of consolidation of workforce management vendors over the last several years," said Jeff Canter, president and CEO of CallCopy, in a statement. "However, the feedback that we've received is that this hasn't really addressed the needs of customers.”

cc: Clarity, according to company officials, goes far beyond the typical features found in

standard WFM platforms by redefining the way contact centers are managed.

"We wanted to empower our users to manage their center no matter where they or their employees are," said Aaron Cash, director of product management at CallCopy. "Today's workforce is much more mobile than it was even a decade ago.”

“Combine this with the real-time nature of the modern call center, and you have a paradigm shift in the way centers are managed,” Cash added. “cc: Clarity's next generation WFM capabilities address these needs by enabling agile, proactive management and communication."