Survey

CallCopy (News - Alert), which offers call recording/quality monitoring/analytics/survey solutions for the call center market, has expanded its channel program with the addition of Eric Kinsey as director of channel sales.

Kinsey reportedly has more than nine years of experience managing channel programs for other software makers specializing in contact center solutions. He has a background in direct and channel sales, partner recruitment and account development. He has established relationships with industry VARs, as well as Cisco (News - Alert) and Avaya resellers.

CallCopy’s channel program lets resellers and distributors leverage CallCopy's solutions and services to help drive new revenue streams. The company’s suite of contact center solutions combines call recording technology with quality management tools, speech analytics, surveys, and other useful applications.

CallCopy continues to seek out new channel partners to help distribute its solutions to SMBs in the United States, Canada and Mexico.

In a press release, Ray Bohac, president and chief executive officer of CallCopy, said the company’s primary focus “is establishing and nurturing quality relationships in our channel programs by creating the market's most partner-friendly channel program.”

“Resellers and distributors have specific needs, and we have built a program to address those needs,” he said. “We go to great lengths to make the business relationship with each channel partner easy to manage. From quote generation and customer demos, to training and support, we provide tools and services to help our partners maximize the success of their sales efforts.”

Bohac said CallCopy is proud to have maintained “100 percent customer retention since we started our company.” He said CallCopy has “taken what has been traditionally an enterprise-class solution and made it available to the SMB market, which opens up a wealth of new business opportunities for companies that carry only large scale solutions.”

Kinsey said he is “excited” to be a part of CallCopy “at this pivotal time” and looks forward to working with the rest of the CallCopy team “to build upon what has proven to be a successful channel program.”

"CallCopy is uniquely positioned to bring enterprise-class solutions to small and medium contact centers in a cost effective manner, without sacrificing the robust array of solution offerings or high service levels for support," Kinsey said. "Our primary focus is to deliver scalable technology backed by platinum level service, making CallCopy a preferred solution for our partners and their customers.”

CallCopy made news on TMCnet earlier this month when it announced that its cc: Discover call recording module is now rated Avaya (News - Alert) compliant. That means the solution can be readily integrated with Avaya’s industry leading call and contact center software solutions, including Communication Manager 4.01, Avaya’s industry-leading telephony software for both Internet protocol (IP) and traditional TDM-based communications.

The cc: Discover suite consists of call recording, quality monitoring, analytics and survey apps. It enables call centers to monitor and record agent/customer interactions so that agent performance can be improved and customer satisfaction levels can be increased.

The recording/monitoring software lets organizations monitor calls post-interaction, to see if agents are handling calls properly, as per business rules, and to gauge customer satisfaction levels. In addition, the analytics software lets organizations “mine” large volumes of recorded call data to see if there are “trends” occurring in the interactions. This gives organizations deeper insights into customer behavior which in turn can be used to drive key business decisions. In fact, the analytics enables organizations to uncover trends that they never knew were there. Finally, the survey component enables customers to take post transaction surveys over the phone, which are recorded and the data is then stored in a central database. This information can also be used to drive key business decisions, and becomes even more valuable when combined with the insights gleaned from the analytics component, as well as other customer “metadata” gathered through an organization’s Customer Relationship Management (CRM) software (and through Web analytics in the event the organization is monitoring activity on its website).

For more information on CallCopy's newly expanded channel program, visit www.callcopy.com or contact Eric Kinsey at 888-922-5526.

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