04.20 - CallCopy Continues to Deliver Innovative Contact Center Solutions with cc: Discover 4.2

04.20 - CallCopy Continues to Deliver Innovative Contact Center Solutions with cc: Discover 4.2

New release features enhanced agent coaching and training, improved quality management and reporting, and a superior user experience.

COLUMBUS, Ohio – April 20, 2010 – CallCopy, a leading provider of innovative call recording and contact center solutions, today announced the availability of cc: Discover 4.2, the latest version of its award-winning workforce optimization suite. The release upholds CallCopy's tradition of delivering innovative, enterprise-proven call recording, quality management, screen capture, speech analytics and performance management capabilities. Validating its innovation efforts, the company tied for the highest "Innovation & Responsiveness to Enhancement Requests" rating (4.66 out of 5) in a recent customer satisfaction study published in DMG Consulting’s 2009-2010 Quality Management/Liability Recording (WFO) Product and Market Report.

CallCopy’s product development roadmap is heavily influenced by customer input. Several new or enhanced features assist organizations in delivering an outstanding customer experience, improving productivity and reducing operating expenses.

* Expanded agent coaching and training – Agent performance is optimized by distributing personalized training curriculums based on individual needs. For efficiency, assigned training can be completed during periods of low activity.
* Quality management enhancements – Improvements to the quality management module provide flexibility for organizations looking to achieve higher levels of customer satisfaction. Collaboration is improved through the ability to import and export forms, enabling knowledge sharing with other industry professionals via cc: Community.
* Improved user experience – Customer feedback played a critical role in the development of the enhanced user interface, resulting in increased efficiently through intuitive navigation and easy access to data.

"One of our strengths is the ability to deliver value to our customers through a robust, innovative product coupled with exceptional support,” said Jeff Canter, chief operating officer at CallCopy. "As is the case for all of our releases, our customers played a key role in the development process, and have access to all new features through the upgrades included in their support contract."

CallCopy will showcase the latest features of cc: Discover 4.2 in a webinar on May 5, 2010 at 2pm EDT.
About CallCopy

CallCopy, a leading provider of innovative contact center solutions, is dedicated to ensuring the highest standards of satisfaction. The award-winning, enterprise-proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech analytics, performance management, customer survey and workforce management capabilities to organizations of all sizes and industries.