CallCopy today released Insight performance management software, a cloud-based application that incorporates speech and desktop analytics to allow the unstructured data typically stored as recorded contact center interactions to be correlated with structured data from other sources across the organization, including CRM, ERP, HR, WFM, and other applications.
"CallCopy's new Insight performance management software consolidates data from diverse sources across the organization, providing a unified view of contact center performance," said Ray Bohac, chief information officer at CallCopy, in a statement. "The intelligence is delivered to staff at all levels, providing them with clear and immediate visibility into performance and emerging issues, so they can respond appropriately, maintaining full accountability and transparency."
Users can access key performance data tailored for their specific roles, anytime, anywhere. This information contained in the clear graphical displays can be used to improve any aspect of the contact center, from the executive level down to the individual agents.
Users can operate Insight as part of CallCopy's cc: Discover suite or as a stand-alone enhancement to other contact center systems.