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CallCopy, Inc.
530 West Spring Street
Ste 100

Columbus OH 43215

PH: 888-922-5526
FAX: 614-340-4840
Visit their Web site: www.callcopy.com
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CallCopy provides innovative call recording and contact center solutions and is dedicated to ensuring highest standards of customer and employee satisfaction. The enterprise-proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech and desktop analytics, performance and workforce management, and customer surveys to organizations worldwide. CallCopy empowers clients to gather business intelligence and apply it to maximize performance, reduce liability, achieve and maintain regulatory compliance, and increase customer satisfaction. The 2012 DMG Consulting Quality Management/Liability Recording (Workforce Optimization) Product and Market Report found cc: Discover rates #1 in Overall Vendor Satisfaction.

Product Description

cc: Discover

To excel in today's challenging economic environment, organizations need state-of-the-art solutions. CallCopy clients use cc: Discover to accomplish their missions with greater efficiency and productivity gains. cc: Discover gives visibility into contact center operations, so you can manage their customers' experiences more effectively. cc: Discover is a unified, integrated workforce optimization (WFO) and workforce management system (WFM) that provides complete features and functions for advanced call recording, quality management, coaching and training, screen capture, speech and desktop analytics, performance and workforce management, satisfaction surveys. The advanced WFM is tightly integrated with the WFO components and accessible via mobile devices. cc: Discover enable users to improve customer satisfaction, maximize efficiency, stay compliant, and outperform competitors.

Versatile and Scalable

cc: Discover operates with Avaya, Cisco, ShoreTel, Nortel, Siemens, Aspect, Alcatel, NEC and other telephony platforms. It supports VoIP, TDM and blended environments and assists in transition from TDM to VoIP. To scale for growth, multiple servers may be combined for a distributed enterprise solution. Analog, digital and IP handsets may be blended in a single implementation. Server use is optimized to minimize footprint, while server redundancy ensures data survivability and disaster recovery. The cc: Discover application programming interface provides seamless integration with clients' enterprise applications.

Whitepapers, Archived Webcasts and Sponsored Content
  • Workforce Optimization (WFO) Suite
    CallCopy’s award-winning cc: Discover workforce optimization suite enables organizations to optimize operating efficiencies while maximizing customer satisfaction by using state-of-the-art call recording, quality management, screen capture, speech analytics and performance management capabilities.
  • Workforce Management (WFM) System
    CallCopy's contact center workforce management (WFM) solution enables easy and efficient agent scheduling, staffing the right people with the right skills at the right time of day, via an intuitive, user-friendly tool that is fully integrated with CallCopy’s workforce optimization suite.
  • WFO/WFM Solutions Library
    Learn about CallCopy's WFO and WFM solutions in a library of videos, brochures, case studies, operating resources, white papers, and recorded webinars.
  • Telephone System Integrations
    cc: Discover operates with most leading telephones and ACD/PBX telephony systems, including Avaya, Cisco, ShoreTel, Nortel, Genesys, NEC, Alcatel, Aspect, and Siemens.
  • DMG Consulting's 2011-2012 WFO Vendor Report Findings
    DMG Consulting's 2011-2012 Quality Management/ Liability Recording (Workforce Optimization) Product and Market Report assesses how WFO system users rate market leaders on product, implementation, support, professional services and training. CallCopy received #1 for Overall Vendor Satisfaction.
This company is listed in the following categories:
Consumer Packaged GoodsCustomer Service/Call CentersEducationFinancial Services/Banking
Non-profitPharmaceuticals/ChemicalsProfessional ServicesRetail
Articles Mentioned
Uptivity Adds Gamification to Its Discover WFO Suite
Leadership can apply game achievements to the contact center to motivate agents.
Uptivity Releases Uptivity Discover WFO Suite Version 5.3
Update to the workforce optimization suite introduces gamification, expanded ad hoc reporting, and cradle-to-grave recording.
CallCopy Rebrands as Uptivity to Reflect Evolution of the Company
Changes convey heightened focus on enabling organizations to improve all aspects of the customer experience.
Schools Need to Rethink Their CRM Approaches
Many colleges and universities are only using CRM for marketing, ignoring vital service and sales components.
Workforce Management: Better but Not Good Enough
What makes an ideal solution?
CallCopy Introduces Insight Performance Management Application
Insight uses big data and analytics to uncover business intelligence.
CallCopy Launches Upgraded cc: Discover v5.1 WFO Suite
New features include widget-based dashboard, enhanced user interfaces, and expanded Cisco integration.
Avaya Expands DevConnect Select Product Program
New technology partners and solutions added to the long list of suppliers.
CallCopy Partners with VSI
CallCopy's WFO and call recording apps let VSI users tap into valuable customer insights and improve agent performance.
The Numbers Game
Sports team struggle with collecting and analyzing data about their supporters.
CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite
Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements.
WFO Hears The Voice of the Customer
Workforce optimization suites broaden their focus beyond the company
QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
Workforce Optimization Gets Optimized
DMG research shows innovation and growth to continue in the WFO market through 2013.
The 2011 Service Leaders
Analyzing the Workforce
Analytics and on-demand offerings are changing the nature of workforce optimization.
Re:Tooling — Speech Analytics: Seeking What's Inside
Why speech analytics is starting to get a little more than recognition.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
The 2010 CRM Service Awards: Rising Stars -- CallCopy (The Copy Cat)
Echoing the big players' functionalities, a spate of new releases are pushing CallCopy toward the upper tier.
Aspect Software Beefs Up Quality Monitoring
Pundits say the company's latest release tightens competition in the QM space.
CallCopy Puts the WFO Pieces Together
Citing customer demand and market movement, the company unveils its latest platform, promising the equivalent of a workforce optimization suite.
Serving Up Service Strategies
Delivering quality customer service means making quality shots.
Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
A Worthwhile Excursion into Call Recording
A not-for-profit educational traveling company boosts customer service with CallCopy's recording solution.
Feedback Is the Future
Contact center surveying is evolving into enterprise feedback management.
Companies Crave Customer Feedback
New findings from DMG Consulting show the contact center survey-and-feedback space grew by 21.3 percent between '07 and '08 -- its best year to date.
A Business That's Small Can Record Your Call
CallCopy's latest release -- a Voice over Internet Protocol call-recording solution -- specifically targets the smaller end of the small-to-midsize-business segment.
Changing the Paradigm of the Contact Center
CallCopy's cc: Survey enables data collected by customer service agents to influence the entire organization.
Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
Quality Management Market Forges Ahead
DMG Consulting's latest figures reflect the market's increasing profitability, especially with SMBs.
Doubling Down on Quality Management
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
QM Saunters to Continued Uptake
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
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