CallCopy, a provider of contact center call recording and workforce optimization (WFO) solutions, announced today an updated version of cc: Discover. cc: Discover offers integrated call recording, speech and desktop analytics, quality management, screen capture, agent coaching, performance management, customer survey, and workforce management.
"Our new version 5.0 includes many enhancements that were the result of direct feedback from our valued customers," said Ray Bohac, chairman and chief information officer of CallCopy, in a statement. "We actively ask for feedback to ensure our suite adapts to market needs, and we only include features that are easy to use and promote efficiency gains. This is a significant update, with several new security and analytics features coming together to create simply the best workforce optimization suite on the market today."
System availability in cc: Discover version 5.0 was improved through a new hot swap capability that protects enterprises from server failure. The resiliency feature detects when the primary recording core fails and automatically triggers a standby server to begin recording.
Upgraded security features include role-based permissions, where settings can be applied to groups of users based upon roles, rather than managing permissions person by person. An enhanced auditing system records all system changes with data including originating IP address in order to provide management with greater detail. Audio and screen capture playback now features TLS encryption support.
Both cc: Discover's speech and desktop analytics were upgraded in Version 5.0. Voice analytics are now considerably more efficient as users can use business logic within recording schedules to dictate which calls speech analytics should be run on. Analytics can also now be run remotely, a change which produces lower infrastructure costs and quicker processing. For desktop analytics, archiving rules can now be set based upon the user's screen workflow, enabling better process flow and more intelligent archiving practices.
Several new recording integrations have been added, including support for cloud-base telephony providers, Cisco MediaSense, Avaya PC 5.0, and Siemens OpenScape Contact Center v8.0. Existing integrations with Cisco Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX) have been updated.
Access to the latest release is available to all CallCopy customers with a current annual maintenance contract.