3rd Party Remote Call Monitoring Feature

For the call center industry, the most important aspect is making sure that customers are satisfied, which is why workforce optimization (WFO) solutions are essential. Features like call recording and speech analytics are some of the best recommended tips for supervisors who are looking to train and monitor their agents, as it gives them them the ability to playback conversations between customers.

In effort to enhance its WFO suite even more, CallCopy (News - Alert), a provider of call recording and contact center solutions, has released an updated its flagship product, Discover 5.1. This new version adds more visualization and customizable capabilities so that businesses can increase their productivity levels even more.

CallCopy’s new updated 5.1 version has enhanced its call recording playback interface to create better analytics visualization for customers. Users now have the ability to access key information related to customer interactions by toggling on or off data points that are associated to such communication like speech and desktop analytics with greater visualizations of complex data. It will also feature an updated widget-based dashboard that allows users to create customized views of data on a single page, adding further to its enhanced visualization components.

Another key factor to this version is its integration, as it also includes a few enhancements with Cisco (News - Alert), a provider of computer networking products and services, like its Cisco Contact Center Support.

WFM solutions are being utilized by businesses around the globe to discover the best way to deliver exactly what the customer wants. For instance, speech analytics provide further insight into customer interactions through phonetic-based speech engines that can index all of a business’ recorded calls immediately, search call databases that can quickly find data with a simple word or phrase and the ability to create categories of critical queries to run against a business’s phonetic meta-data to find business insights.

The last feature to be added to this new version is the Clarity (News - Alert) workforce manage module, where users can customize time off request parameters and overtime and maximum minimum hours worked thresholds, and monitor agent application usage and view their desktops from within the WFM roster.

With the help of a WFM suite, agents and supervisors have the resources at hand needed to solve a customer’s problem or reason for calling, which will essentially create satisfactory customer service experiences across a call center’s landscape.