CallCopy cc: Discover Recognized for Outstanding Innovation

COLUMBUS, Ohio – June 16, 2009 – CallCopy, a leading provider of innovative call recording, quality monitoring and performance management solutions, today announced that its cc: Discover suite was honored with a 2008 Communications Solutions Product of the Year Award from Technology Marketing Corporation (TMC). cc: Discover enables contact centers to more easily monitor agent-customer interaction using both voice and desktop recordings to ensure a high-level of customer service and a full understanding of the communications process.

“TMC’s recognition of cc: Discover as product of the year underscores CallCopy’s commitment to solving customer challenges by delivering innovative products and exceptional service,” said Ray Bohac, chief executive officer for CallCopy, Inc. “We strive to bring the best call recording, quality monitoring and performance management solutions to the market, and we will continue to innovate in order to best serve our customers. We appreciate this award and the deserved recognition it gives the CallCopy team, who work tirelessly to deliver the best products and customer service in the industry.”

“CallCopy has been recognized with a 2008 Product of the Year Award for its excellence in the advancement of voice and data communications,” said Rich Tehrani, TMC President and Group Editor-in-Chief.  “CallCopy has proven it is committed to quality and excellence in solutions that benefit the customer experience, as well as ROI for the companies that use cc: Discover.  I am pleased to honor CallCopy’s hard work and accomplishments and look forward to more innovative solutions from the company in the future.”

The Communications Solutions Product of the Year Award recognizes the vision, leadership and attention to detail that are the hallmarks of the prestigious award. The most innovative products and services brought to market in 2008 were selected as recipients of this year’s award for their groundbreaking achievement.

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.

About TMC

Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online.  TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN Magazine.  TMCnet, TMC’s Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two to three million unique visitors each month worldwide, according to Webtrends.  TMCnet is ranked as 2,921 in Quantcast’s Top U.S. Sites placing TMCnet in the top .03% most visited Web sites in the US. In addition, TMC produces ITEXPO, 4GWE Conference, Digium|Asterisk World and Communications Developer Conference.

For more information about TMC, visit www.tmcnet.com.

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COLUMBUS, Ohio – June 16, 2009 – CallCopy, a leading provider of innovative contact center solutions, today announced that it has been accepted into the Siemens Enterprise Communications Partner Program as an Approved Partner. By combining CallCopy’s award-winning cc: Discover suite with the Siemens Enterprise Communications platform, organizations can benefit from optimized call recording, quality monitoring and performance management solutions.

“Joining the Siemens Enterprise Communications Partner Program is one more way for CallCopy to extend the reach of our contact center solutions and validate our integration with the leading communications systems in the industry,” said Patrick Hall, Vice President of Product Management of CallCopy. “Our technology was developed from the ground up to operate seamlessly within multiple contact center environments, and we will continue to ensure compatibility with platforms such as Siemens Enterprise Communications, demonstrating our flexibility and scalability.”

CallCopy’s cc: Discover makes it easier for contact centers to achieve a high-level of customer service by utilizing agent-customer interaction recording to gain a full understanding of the communications process. Individual components/capabilities include:  reliable call recording, customizable quality management (QM), flexible screen recording, and hosted customer feedback management. CallCopy’s solutions provide a complete picture and archive of every interaction with customers, which can be used for agent training, to identify areas of concern and enhance customer service.

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.

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“Contact Center QA Guide” provides contact centers with a “cookbook” for building a strong, effective and well-received QA program

COLUMBUS, Ohio – May 4, 2009 – In partnership with DMG Consulting, CallCopy, Inc., a leading provider of innovative call recording, quality monitoring and performance management solutions, today released the “2009 Contact Center QA Guide: Building a World-Class Quality Assurance Program.” The guide was written for managers and supervisors of contact centers who are interested in building a world-class quality assurance program – whether starting from scratch or enhancing an existing program.

At the front line of customer interactions, contact centers have a direct impact on the overall client experience. Thus, contact center performance, assisted by a QA program, is crucial to organizational success.  As stated in the QA Guide, “An effective QA program provides the contact center with a vehicle for measuring the quality and consistency of service delivery, capturing customer insights, and identifying trends, service issues and training/coaching opportunities to improve agent performance and productivity.”

“A quality assurance program isn’t an option for contact centers; it is essential for the success of the contact center and entire organization,” said Donna Fluss, president of DMG Consulting. “This guide is designed to help companies that are building their first QA program and organizations that want to enhance and improve the performance of their existing QA efforts.”

Jeff Canter, chief operating officer for CallCopy, Inc. added, “The ‘Contact Center QA Guide’ goes beyond simply discussing quality management concepts, it provides step-by-step instructions for organizations to follow - essentially walking them through the process of building a QA program, and maintaining it going forward. Rarely will companies find this depth of information on QA available in one place, let alone in a free guide that provides templates for success. Given the importance of quality assurance to the contact centers we serve, however, we realized the value of the material presented and wanted to make it available to as many companies as possible.”

The QA Guide, sponsored by CallCopy, details the steps contact centers should take to ensure a strong, effective and well-received QA program. In addition to sharing quality monitoring best practices and sample QA forms, the 95-page guide provides in-depth coverage of the following areas:

• QA program benefits;
• Components of a QA program;
• Creating a QA leadership team;
• Developing a QA call evaluation form;
• QA monitoring criteria and guidelines;
• The calibration process; and
• Agent coaching & training.

The “Contact Center QA Guide” can be downloaded at www.callcopy.com/QAGuide.

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.

About DMG Consulting

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions and Interactive Voice Response Systems. For more information, visit www.dmgconsult.com.

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COLUMBUS, Ohio – April 16, 2009 – CallCopy, Inc., a leading provider of innovative call recording, quality monitoring and performance management solutions, today announced that it has signed a reseller distribution agreement with Pluto Networks. As a result of the agreement, Pluto Networks will market and sell CallCopy’s suite of contact center solutions as part of its portfolio of VoIP and contact center product and service offerings.  CallCopy’s suite includes call recording, quality monitoring, and hosted customer satisfaction survey and screen capture utilities.

CallCopy’s award winning suite of solutions makes it easier for contact centers to monitor agent-customer interaction using both voice and desktop recordings to ensure a high-level of customer service and an understanding of the communications process. cc: Discover includes cc: Voice, a reliable call logging and compliance recording solution; cc: Quality, a customizable reporting utility; cc: Survey, a hosted survey tool; and cc: Screen, a flexible screen recording application.

“We are very pleased to be adding Pluto Networks as a distribution partner,” said Ed Porter, director of partner programs at CallCopy. “We’re obviously familiar with the work that they’ve done in the local market here in Columbus. But they also have a truly global reach, with a presence in 23 countries around the world. The scalability of CallCopy’s solutions will align perfectly with their client base, which ranges from small business to enterprise-level organizations.”

Pluto Networks has built a reputation as global thought leaders, being named as a finalist for Company of the Year in the prestigious TechColumbus Innovation Awards. In addition, Chairman and CEO Larry Chaffin was a finalist for Executive of the Year on two occasions. They have provided award winning leadership in the areas of VoIP and call centers, WAN Acceleration with Riverbed and Fastsoft, and network /organizational security. While specializing in the needs of large and enterprise companies, Pluto Networks has built a successful practice focused on the SMB market, providing access to the same level of service and technology typically accessible only to larger organizations.

“Partnering with CallCopy will allow us to bring their innovative contact center solutions to our customers,” said Larry Chaffin, chairman and CEO of Pluto Networks. “They have a great reputation for providing exceptional service, and that is the same principle on which Pluto Networks was built. I think that this will be a great fit for both companies, and look forward to working with the CallCopy team.”

To learn more about CallCopy solutions and/or becoming a CallCopy Channel Partner, please visit http://www.callcopy.com/distributor or call Ed Porter at 888.922.5526.

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.

About Pluto Networks

Pluto Networks is a virtual company whose employees span 23 countries and speak 37 languages. These experienced professionals offer services and consulting in networking, security, VOIP optical and wireless. Pluto Networks matches the expertise of its staff members to specific client needs. Its virtual nature enables Pluto Networks to offer quality services at a savings to their clients. The company is a Riverbed, Fastsoft, Cisco, Qualys, TriGeo, ChaseTek, ProCurve, PointSec and Symantec Partner. Pluto Networks is a self-funded and its revenue has grown 73% year to year.  For more information, visit www.pluto-networks.net.

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Call recording solution helps Medicare marketers meet federal regulations

COLUMBUS, Ohio – March 24, 2009 – CallCopy, Inc., a leading provider of innovative call recording, quality monitoring and performance management solutions, is making it easier for companies to comply with new regulations introduced in 2008 by the Center for Medicare & Medicaid Services (CMS).  The regulations require Medicare marketers to record their phone calls in an effort “to protect Medicare beneficiaries from deceptive or high-pressure marketing tactics.” CallCopy’s cc: Voice call recording solution enables Medicare marketers and other health maintenance organizations to easily record and archive all customer calls.

On September 15, 2008, CMS released an update to its Medicare Marketing Guidelines, which are designed to help marketers comply with recent additions to the Medicare Improvements for Patients and Providers Act (MIPPA) of 2008. Among the guidelines added to MIPPA is the requirement that all appointments made over the phone with current or potential Medicare enrollees must be recorded in order to provide documentation of the scope of the interaction. CallCopy assists health care marketers in complying with this new requirement by providing a flexible call recording platform. In addition to recording calls on-demand, 100 percent of the time or based upon a definable set of rules, all calls are archived to meet business needs and/or MIPPA requirements.

“Organizations working in the Medicare industry are under heavy scrutiny today, as the U.S. government is working to increase efficiencies, reduce fraud and abuse, and deliver better service to those that rely upon its social insurance program,” stated Ray Bohac, president and chief executive officer of CallCopy. “A reliable call recording system is critical for ensuring compliance with the government’s new MIPPA regulations. We have the technology, support infrastructure and experience needed to get an advanced call recording system up and running quickly, helping companies meet these compliance standards.”

cc: Voice, part of CallCopy’s cc: Discover suite of call center solutions, allows both inbound and outbound calls to be recorded without the need to dial third-parties or enter lengthy access codes. The cc: Screen component provides complementary screen recording capabilities that when used with cc: Voice, allow health plans to monitor customer calls and corresponding screens used by their agents. The combination of the call and screen recordings provides a complete picture and archive of every interaction with customers, which can be used for agent training, to identify areas of concern and enhance customer service.

For more information about CallCopy’s call recording solution for MIPPA compliance, visit http://www.callcopy.com/mippa.html or call 888.922.5526.

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.

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