CallCopy, a provider of contact center call recording and workforce optimization(WFO) solutions, and Vertical Solutions, Inc. (VSI), a developer of CRM/CXM and service management solutions, have partnered to integrate CallCopy's cc: Discover call recording and WFO suite within VSI's VServiceManagement and VContactCenter cloud-based customer support and field service platforms.
The integration enables VSI's customers to record live customer calls and access previously recorded calls to improve service delivery and agent performance with a HIPAA and PCI-compliant solution. The cc: Discover integration can be customized to meet specific VSI customer needs, providing CRM agents, call center managers, and field service representatives with instant access to valuable insights based on previous customer interactions.
The synergy of the cloud-based solutions enables both on-premises CRM and help desk agents and field-based technical support representatives to access the same customer data in the VSI/CallCopy system from anywhere.
"Integrating CallCopy's call recording and WFO with VSI's exceptional CXM solution provides an outstanding opportunity for our customers to maximize both service and business efficiency with a seamless, simple-to-use system," said Ray Bohac, chief information officer at CallCopy, in a statement. "With built-in compliance and litigation-quality call recording, the combined technology is a value-added solution that resolves multiple business issues with a single platform."
The VSI/CallCopy integration not only gives users immediate insight into customer issues beyond data entered manually during customer service calls, but also enables users to review customer calls to resolve billing errors and disputes, track warranty and contract services, and capture data for legal defense.
"Our contact center and business process outsourcing customers, as well as our technical services customers, are in complex service environments and must comply with regulatory, warranty management, and other requirements that demand a comprehensive audit trail," said Ron Wegmann, Sr., CEO of VSI, in the statement. "Integrating CallCopy's quality management solutions with VSI's VSP applications enables us to help our joint customers reduce risk and remain in compliance."