COLUMBUS, Ohio -- CallCopy will incorporate SER Solutions' patented speech analytics technology into its product suite to deliver a more comprehensive quality monitoring solution that will help contact centers realize improved business performance.

CallCopy records VoIP, digital, and analog phones and trunk lines, supporting telephony systems made by Avaya, Nortel, Cisco, and most other leading ACD/PBX manufacturers. To complement its call recording software, CallCopy's software suite includes desktop screen recording and a complete set of quality management, coaching, and training tools.

By integrating SER's award-winning technology into the CallCopy solution suite, customers will now be able to analyze up to 100 percent of their inbound and outbound recorded calls, searching them for key performance indicators (KPIs), such as customer churn, competitive mentions, required or forbidden phrases, or lapses in routine. Once an indicated word, phrase, or event is found, the system alerts QM agents to the exact place of interest in the recording so they can hear it for themselves and immediately act on the information.

"Speech analytics is one of the most exciting technologies to hit the contact center since the ACD, and we're confident that our offering will help companies to take full advantage of it," said Rick Daley, vice president of sales and marketing for CallCopy.

"By offering complementary speech analytics technology with their solution, CallCopy will extend the value of their customers' recording investment and provide them with a powerful tool to reveal key insights about their customers, agents, business, processes, and compliance procedures; and we're enabling them to do it at about 100,000 times the speed of manual processes," said Scott Wielar, senior vice president of marketing and business development of SER Solutions.