CallCopy Makes Speech Analytics Accessible to Contact Centers of All Sizes

COLUMBUS, Ohio – August 13, 2009 – Streamlined addition to company's contact center solution suite mines contact recordings for actionable business intelligence
CallCopy, a leading provider of innovative call recording and contact center solutions, today announced the availability of its new speech analytics solution. The phonetics-based solution delivers a lower total cost of ownership and allows contact centers of all sizes to realize the benefits of speech analytics once available only to large enterprises.
Customer interactions contain an enormous amount of potential business value. Speech analytics extracts the vast amount of information from within contact recordings, and transforms it into value-generating business intelligence. By leveraging speech analytics, companies can proactively identify sales opportunities, uncover customer satisfaction issues, reduce corporate risk, ensure regulatory compliance and improve operational efficiencies across the organization.
“While the benefits of speech analytics solutions are clear, the market to this point has seen relatively low adoption rates,” stated Ray Bohac, chief executive officer for CallCopy. “Several factors have contributed to this, including high implementation costs, overly complex solutions that require dedicated analysts and added professional services costs, and a relatively low return on investment.”
CallCopy’s new release was designed to make speech analytics accessible to contact centers of all sizes by removing the barriers that have thus far prevented widespread adoption of existing technologies. The streamlined solution is fully integrated with CallCopy’s cc: Discover, including its call recording, quality management and desktop screen capture modules. CallCopy’s speech analytics accelerates time-to-value by eliminating the need for lengthy setup processes and by delivering a more practical feature set, including:

• Keyword/phrase spotting – Phonetics-based engine mines up to 100-percent of call recordings, identifying words or phrases that have been identified as business critical. Calls identified as containing these words or phrases are flagged for immediate follow-up;
• Confidence scoring – Ensures accuracy and minimizes false positives by assigning probability scores to results. Scores below a user-definable threshold are automatically filtered out;
• Stress detection – Identify agent or customer emotional variances for further analysis;
• Silence detection – Detect abnormal pauses or holds, indicating potential workflow issues and areas for process improvement;
• Phonetics-based engine – Delivers accurate, near-real-time results, compatible with non-standard words such as jargon, slang, and foreign words in native tongue;
• Faster time-to-value – Eliminating the need for a large professional services engagement and dedicated analyst staff helps organizations realize business value faster than with traditional product offerings.

“We developed a speech analytics solution that will gain mainstream adoption through its ease-of-use and ability to quickly deliver business value,” added Bohac. “This was ultimately accomplished through the combination of our powerful phonetics-based engine and an intuitive front-end that is fully integrated with the rest of our product suite. By putting the power of speech analytics in the hands of all our customers, regardless of their size, we are able to deliver on the value proposition that, up until this point, has not been achieved in the market.“
CallCopy will be demonstrating the new speech analytics solution at the 2009 ACCE Conference & Expo on October 7-8, in Las Vegas, NV. For more information about how speech analytics can benefit your organization please contact CallCopy at 888.922.5526 or click here.
About CallCopy
Through its commitment to the highest standards of customer and employee satisfaction, CallCopy has established itself as a leading provider of innovative performance management solutions. The highly scalable, award winning cc: Discover Suite delivers advanced call recording, screen capture, quality management, speech analytics, customer satisfaction survey and workforce management capabilities to contact centers, trading desks, financial institutions and healthcare providers worldwide. CallCopy empowers organizations to gather business intelligence, which is leveraged to maximize performance through improved employee retention, compliance with government regulations, and a more customer-centric environment. For more information, visit callcopy. ###