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CallCopy (News - Alert), Inc., a provider of quality management and call recording solutions for contact centers, and Cincom Systems, a worldwide software provider, signed a partnership agreement that enables integration between Cincom’s Synchrony contact center solutions and CallCopy’s cc: Discover call recording and quality management suite.

The agreement allows for Cincom to resell CallCopy’s recording and quality monitoring technology under the Cincom brand.

With this integration of the two companies’ solutions, customers will be able to record and analyze up to 100 percent of their inbound and outbound calls, while also using quality monitoring capabilities to improve overall contact center business performance and meet regulatory requirements.

"We evaluated a number of call recording companies before selecting CallCopy," commented Trent Fulcher, director of Customer Experience Management for Cincom, in a Friday statement.

"We saw a great fit with their technology and the diverse call recording requirements of our clients. CallCopy's product suite provides a flexible, scalable, and comprehensive solution that handles industry requirements, government regulations and customers' individual preferences. We're confident that our customers will quickly benefit from the integrated offering."

Cincom Synchrony integrates all of a company’s interaction channels, disparate databases, knowledge bases and customer history into a single intelligent desktop, thus putting all of the necessary information right at the agent’s fingertips.

Fast, accurate and consistent responses help to create improved customer experiences and operational efficiency. Synchrony’s unified desktop also helps to reduce training times by delivering a consistent, simplified interface that is much easier for agents to learn.

CallCopy unifies the interaction data that comes from many sources, such as agents, customers, and voice and data networks. Through the combination of call recording technology with quality management tools, speech analytics, surveys, and other useful applications, CallCopy helps contact centers to determine the issues that drive customers to contact them, while also enabling them to learn from those contacts.

"We are excited to integrate CallCopy with Synchrony," explained Ray Bohac, President & CEO of CallCopy, Inc., in Friday’s statement. "The trend toward hosted telephony and
CRM solutions is growing, and Synchrony offers an impressive solution for integrated contact management.”

“Our combined offering will help Cincom maintain a leadership position in the hosted contact center market, The cc: Discover suite adds more than just call recording to the Synchrony platform; it includes a full quality management suite. Other features, such as speech analytics and surveys, will be soon to follow," Bohac added.

The goal of the call center has gone from basic call handling to delivering the highest standard in customer service as the customer’s experience with the company is often solely based on the experience with the call center. As a result, many call centers are looking to applications to help drive efficiency and thus, an improved customer experience.

The combination of CallCopy and Cincom is sure to offer customers the best of both worlds. Customers can not only enjoy integrated data, but also an integrated desktop that enables the call center agent to access all pertinent information during that first contact to resolve the issue on the first attempt. By doing so, the call center not only lower its cost of operation, but helps to drive longevity for the company by protecting the customer base.