CallCopy Introduces Insight Performance Management Application
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.
Big Data Demands Organizational Change
Technology is only one part of the equation.
Marketers Struggle with Big Data, Survey Reveals
Forty-five percent of executives don't use big data to understand customers.
Create Outstanding Customer Interactions Through Performance Management
Customers take on a starring role in service interactions.