CallCopy Releases cc: Discover 4.0 – Optimizes Operational Efficiencies for the Contact Center

Enhanced contact center solution suite features browser-based interface, enhanced reporting, Agent Coaching Portal, speech analytics and performance management support, and added integration options.

COLUMBUS, Ohio – August 5, 2009 – CallCopy, a leading provider of innovative call recording and contact center solutions, today announced the availability of cc: Discover 4.0. The new release builds on previous versions of CallCopy’s award-winning solution suite, enabling organizations to optimize operational efficiencies by leveraging next generation call recording, quality management, screen capture, speech analytics and performance management capabilities.

cc: Discover 4.0 includes a number of enhancements that allow organizations to improve their level of customer service, increase organizational performance and proactively leverage business intelligence. New product features include:

• Browser-based interface – Listen to call recordings, perform quality assurance, access real-time performance data and carry out system administration from a web browser, eliminating the need to install additional software;
• Enhanced reporting module – Additional ready-to-use reports and integration with Microsoft SQL Server Reporting Services (SSRS) allows management to quickly and easily monitor center performance and optimize service and performance levels. In addition, this platform will allow for true ad hoc reporting in the next version release;
• Agent Coaching Portal – Improves agent performance by delivering agent access for reviewing call recordings, viewing performance reports and delivering personalized coaching;
• Speech analytics – Includes support for CallCopy’s upcoming speech analytics release, which will offer a streamlined method for identifying opportunities to leverage business intelligence, reduce corporate risk, and improve operational efficiencies across the organization;
• Performance management – Includes support for CallCopy’s upcoming performance management release, a flexible platform that ensures critical information is delivered to key people in real-time;
• Expanded support for additional integration types – Open design allows cc: Discover to be deployed using various recording methodologies on most leading telephony platforms, including Avaya, Cisco, ShoreTel, Siemens and others.

“CallCopy is committed to delivering a robust, innovative solution set to the market,” said Jonathan Dunham, vice president of sales for CallCopy. “We continuously elicit feedback from our growing customer base in terms of how their organizations operate. Listening to their voice allows us to gain invaluable insights into the challenges that our customers face on a daily basis. As a result, we are able to develop solutions that deliver immediate value across a variety of industries, implementation requirements, and business environments.”

CallCopy will publicly debut the new release at the 2009 ACCE Conference & Expo on October 7-8, in Las Vegas, NV. For more information about how cc: Discover 4.0 can benefit your organization please contact CallCopy at 888.922.5526 or visit www.callcopy.com.

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 monitoring, 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 www.callcopy.com.