Survey

Owing to the success of its cc: Discover suite -- which offers call recording, quality monitoring, analytics and survey apps for the call center, either separately or on a shared platform -- CallCopy (News - Alert) has realized growth of more than 75 percent from 2006 through 2007.

The four year old company reports that its cc: Discover suite is gaining serious traction among small to medium sized businesses (SMBs), which are increasingly discovering the many advantages afforded through call recording, quality monitoring, analytics and survey applications. The company also won business from some larger companies in 2007, including Cable One, JVC, Mizuno and Nikken, not to mention several companies working in the financial services industry, including some credit unions. In addition, CallCopy has expanded its client base in the utility and healthcare industries.

As such, CallCopy has seen a two-fold increase in the number of employees, which in turn has led company to relocate its corporate headquarters from TechColumbus in Columbus, Ohio, to a recently-renovated facility located at 1177 Olentangy River Road in Columbus. CallCopy reports that it has significantly increased its sales and support staff in recent months, and has also appointed a new director of channel sales.

“We are on track for another record year, and the new office will support the company’s growth for many years to come,” said Ray Bohac, president and chief executive officer of CallCopy, Inc., in a press release. “Since we started in 2004, we have found a market that is anxious for innovation and searching for a responsive solution provider that delivers the flexibility and the scalability that many small and medium-sized call centers need. Our growth is a compliment to the team of professionals that we have assembled at CallCopy, which has a unified vision for what our company can become. We are well on our way, and we look forward to continuing to exceed expectation, and growing and supporting our loyal base of customers.”

CallCopy’s cc: Discover blends TDM and VoIP call recording technology with quality management tools, speech analytics, desktop screen capture, and surveys. These applications can be deployed individually or as a complete solution.

With the full suite, call center managers/supervisors can monitor, evaluate and improve customer service, as well as meet industry and government compliance guidelines.

CallCopy has established partnerships with Avaya, CallMiner, Cisco (News - Alert), Nortel and ShoreTel. That means its products can be easily integrated with the leading solutions from these top vendors of call center solutions.

CallCopy last made news on TMCnet in February when it introduced cc: Survey, a telephone-based survey application allowing contact centers to "capture the voice of the customer." The IVR-based survey system is available as part of CallCopy's cc: Discover call recording and quality monitoring suite or as a standalone product. Callers can be transferred from the phone representative into the cc: Discover survey system, or they can dial a toll-free number to participate in surveys independent of the contact center.

The product has Web-based reporting capabilities which provide real-time information on survey results. Report results can be filtered by date range, by agent, by ANI (Caller ID), and other criteria. The reporting system also provides granular analysis of survey results. Companies can report on automated post-call survey completion rates, and compare survey results to automatic call distribution reports to determine sample population. The application can also capture voice messages and callback information from the customer, which can be accessed through the secure Web-based reporting portal.

In November 2007, CallCopy announced that it had signed a partnership agreement with CallMiner (News - Alert), a vendor of speech analytics tools, specifying that CallCopy will incorporate CallMiner's patented speech analytics technology into its product suite. With CallMiner's technology now integrated into the CallCopy product suite, customers are now able to analyze up to 100 percent of their inbound and outbound recorded calls, searching them for key performance indicators such as customer churn, competitive mentions, required or forbidden phrases, or lapses in routine. Once an indicated word, phrase or event is found, the system alerts QM agents to the exact place of interest in the recording so they can hear it for themselves.

For more information, visit www.callcopy.com.

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Patrick Barnard is Assignment Editor for TMCnet and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.

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