CallCopy Puts the WFO Pieces Together

Today's economic situation is forcing many organizations to modify their views regarding the contact center, with customer service increasingly seen as the final opportunity for customer retention, which itself is increasingly seen as a valuable and precious commodity.

Executives at CallCopy, a provider of call recording and contact center solutions, say they recognize not only this industrywide need, but also what they describe as the specific desires of their company's own customer base, and cite both as drivers behind the recently unveiled 4.0 version of their firm's cc: Discover product. This edition, they say, moves the company beyond its historical focus on call recording and quality monitoring toward a more-complete portfolio of functions, mirroring a full suite of workforce optimization (WFO) software.

According to Ray Bohac, the company's chief executive officer, a heavy dose of direct customer feedback combined with the natural software-development life cycle led to the revisions seen in the new release. "Staying engaged with our customer is key," Bohac says. "Product recommendations are part of what goes into new products, in addition to what we're seeing in the market…. In the past, we spent a lot of time building out [Private Branch Exchange] integration -- including certifications from Avaya, ShoreTel, and Cisco [Systems] -- so our product platform is stable. Because we integrate tightly with the majority of phone systems in the market, we can springboard to a full WFO suite."

New and enhanced features in cc: Discover 4.0 include:

  • a browser-based interface, enabling users to carry out tasks using a Web browser, eliminating the need to install additional software;
  • an enhanced reporting module, via integration with Microsoft SQL Server Reporting Services, allowing contact center managers to readily monitor and optimize service and performance levels;
  • a agent-coaching portal, providing agents access to review call recordings, view performance reports, and deliver personalized coaching;
  • speech analytics, enabling the identification of opportunities to utilize business intelligence, reduce corporate risk, and improve operational efficiencies across the organization;
  • performance management, a flexible platform ensuring critical information is delivered to the right people at the right time; and
  • expanded support for additional integration types, giving the opportunity to deploy recording methodologies on most leading telephony platforms, including Avaya, Cisco, ShoreTel, and Siemens.

Bohac calls the reporting capabilities and redesigned browser interface highlights of the new release. By scaling out its recording capability 10-fold, Bohac explains, CallCopy now enables users to drill down into data to determine areas worthy of further attention. "It comes down to customer goals," he says. "Reduce handling time, increase first-call resolution, improve customer satisfaction metrics, or a combination of them. We make it easy to show it on a single report."

Donna Fluss, president of DMG Consulting, says that the expanded range of CallCopy's offering is a nod to the particular needs of its growing customer base. "What's significant here is CallCopy is listening to customers, delivering functionality, enhancing its suite, and bringing capabilities customers are asking for," she says. "It's bringing a complete WFO suite. It had been predominately recording in the past, but is now building out the rest of its suite."

In doing so, Bohac says, CallCopy will not change, but rather expand the types of companies it can bring in as customers. Noting the company targets enterprise as well as small-to-midsize businesses, he stresses the platform delivers the same benefits no matter the size of the user company. "We want to be a valid play, not just in terms of cost, but also in terms of customer experience," he says.

While it's still early, Fluss says the latest offering, as well as CallCopy's reputation for taking care of its clientele, will help propel the Ohio-based vendor. "CallCopy is small vendor, extending its footprint and winning deals," she says. "This will give them more functionality with which to win more business. Anytime you do that, you can expand your prospect base."

News relevant to the customer relationship management industry is posted several times a day on destinationCRM.com, in addition to the news section Insight that appears every month in the pages of CRM magazine. You may leave a public comment regarding this article by clicking on "Comments" at the top; to contact the editors, please email editor@destinationCRM.com.

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