Gartner Recognizes CallCopy for Contact Center Workforce Optimization
Nov 21, 2012 (Close-Up Media via COMTEX) --
CallCopy, a provider of contact center call recording and workforce optimization (WFO) solutions, announced it has been positioned by Gartner in the "Niche Players" quadrant of 2012 Contact Center Workforce Optimization Magic Quadrant.
According to Gartner, "increased customer demand has fueled the introduction of new vendors into the contact center workforce optimization (WFO) marketplace, providing greater choice in what was a somewhat restricted landscape." The report also predicts, "by year-end 2015, 30 percent of large organizations will adopt an integrated approach to WFO and will achieve the associated increases in operational efficiency and customer satisfaction."
"We are extremely pleased with Gartner's recognition of CallCopy as a provider of next-generation WFO technology and the business-critical analytics that modern contact centers need to uncover deep insights about their customers, processes and performance," said Ray Bohac, chief information officer of CallCopy. "CallCopy's deep industry expertise combined with our robust R&D and product development roadmap has made us a trusted leader in the space that will move us quickly beyond 'niche' status."
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