Workforce Optimization Featured Article

CallCopy, a provider of call recording and contact center solutions, has introduced the new version of its cc: Discover workforce optimization suite.

To organizations of all sizes and industries, cc: Discover suite delivers advanced call recording, screen capture, quality management, speech analytics, performance management, customer satisfaction survey and workforce management capabilities.

In version 4.5, the enhancements improve overall performance and also add new features to individual components. Thanks to these updates, CallCopy (News - Alert) customers can deliver an outstanding customer experience, improve productivity and reduce operating expenses.

In addition to enhanced speech analytics reporting, faster playback, more flexible filtering, the new version also comes with new options for displaying performance management data and improved server management.

Leveraging cc: Discover, companies can improve their level of customer service, said company officials. In addition, they can also increase organizational performance and proactively leverage business intelligence by capturing and analyzing customer interactions.

The company showcased CallCopy’s solutions at Cisco Live. Ray Bohac, chairman and chief information officer at CallCopy, said that it was a great forum for the company to demonstrate the new features in cc: Discover, and the benefits that they bring to Cisco (News - Alert) users.

Earlier this year in January, CallCopy’s cc: Discover workforce optimization suite received a 2010 Product of the Year Award from Customer Interaction Solutions (CIS) magazine, a publication covering customer relationship management (CRM), call centers and teleservices.

Also in January, the company signed a strategic reseller agreement with BusComm Incorporated, an exclusive value added reseller (VAR) of digital voice and data information management systems.