CallCopy Unveils New cc: Discover Features
Call recording and quality monitoring solutions vendor CallCopy today introduced the latest updates to its suite of call center solutions at the Annual Call Center Exhibition (ACCE) in Phoenix.
The new features added to cc: Discover make it easier for users to capture, search and analyze voice recordings and screen captures to enhance the quality of customer service. Among them are:
* a new .WAV form that displays additional insight into conversations between agents and customers and allows for greater analysis of vocal .WAV patterns to detect hold times, etc.
* a new "one-click" quality evaluation process that saves time for the quality team when performing evaluations. Managers can click and score call recordings and then report results in a matter of seconds;
* enhanced screen capture playback that features mouse-over zoom technology that offers greater analysis without hording screen capture real estate;
* increased VoIP and station-side passive tap enhancements, which allow CallCopy to add Computer Telephony Integration-like data without the CTI investment;
* advanced archiving enhancements that make it easier to search across all data sets, including archived calls;
* screen capture wrap up time that allows managers to see what agents are doing in post-call wrap-up modes. This feature delivers enhanced efficiency gains in wrap and post-call modes;and
* quality management enhancements that increase the abilities and power of cc: Quality with new click and drill functionality.
"The latest updates to cc: Discover are a direct result of the feedback that we receive from our loyal base of customers," said Ray Bohac, president and CEO of CallCopy. "We built our solution to be flexible and to be able to adapt and grow with the ever-changing dynamics of the contact center industry."
CallCopy’s cc: Discover consists of cc: Voice, cc: Quality, cc: Screen, and cc: Survey, which can be combined or used and deployed individually as the needs of the contact center grows. cc: Voice is a single-server, scalable call recording solution that allows organizations to record what they want when they need it in a blended TDM and VoIP call recording environment. cc: Quality is Web-based software that allows users to build custom evaluation forms and tests, and features a reporting engine that delivers a broad range of customizable reports. cc: Screen captures desktop computer screens on-demand or based on blocks of time or activity in third-party applications. CallCopy’s cc: Survey is a telephone and Web-based survey application that allows companies to capture the voice of the customer.