CallCopy makes it easier to capture, search and analyze voice recordings and screen captures

CallCopy, Inc., a leading provider of call recording and quality monitoring software, today introduced the latest updates to its suite of call center solutions at the Annual Call Center Exhibition (ACCE) in Phoenix, Ariz. The latest updates 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. CallCopy is exhibiting at ACCE at booth number 720.

Among the new features added to cc: Discover are:

• New WAV form display additional insight into conversations between agents and customers and allows for greater analysis of vocal WAV patterns to detect hold times, etc.
• New “one-click” quality evaluation process 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 features mouse-over zoom technology that offers greater analysis without hording screen capture real estate.
• Increased VoIP and station-side passive tap enhancements, which also CallCopy to add Computer Telephony Integration-like data without the CTI investment.
• Advanced archiving enhancements make it easier to search across all data sets, including archived calls.
• Screen capture wrap up time 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.
• Quality management enhancements increase the abilities and power of cc: Quality with new click and drill functionality.

“ACCE offers a great environment and tremendous opportunity to introduce our latest technology to corporate decision-makers and industry leaders,” said Ray Bohac, president and chief executive officer of CallCopy. “The latest updates to cc: Discover are a direct result of the feedback that we receive from our loyal base of customers. 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. We look forward to sharing the latest changes with the hundreds of international influencers at ACCE.”

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 a 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.

For more information on cc: Discover, visit www.callcopy.com or booth 720 at ACCE.

About CallCopy
CallCopy, Inc. is one of the industry’s fastest growing call recording and quality monitoring software companies. CallCopy’s mission is to deliver the highest levels of quality to its customers, so they can deliver the highest levels of quality to their customers. With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics. The cc: Discover platform offers a more flexible Application Programming Interface, extending the value of the platform to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between the different systems used across the enterprise, CallCopy helps bring the 360-degree view of your performance into a 3-D perspective. For more information, visit www.callcopy.com.

Certification of CallCopy cc: Voice for ShoreTel Platform extends ability to seamlessly integrate communications with business processes

CallCopy, a leading provider of quality management and call recording solutions for contact centers, today announced that it is partnering with ShoreTel, Inc., to integrate cc: Voice with ShoreTel’s Pure IP Unified Communication system. cc: Voice extends the ability of ShoreTel’s Unified Communications solutions to allow businesses to seamlessly integrate communications with business processes for a more collaborative and productive enterprise.

ShoreTel has certified CallCopy’s cc: Voice for three methods of call recording, including native call recording, passive VoIP call recording and VoIP call recording with Computer Telephony Integration (CTI). By maintaining product suites that meet the demands of small companies to large enterprises, CallCopy and ShoreTel bring satisfaction and value to a wider range of companies.

“Our customers are our number one priority, and they expect only the best from our products and services,” said Mark Arman, vice president of business development, ShoreTel. “The CallCopy solutions certified by our Technology Partner Program ensure that our customers have a WLAN solution that is interoperable with our products.”

By offering extremely reliable and scalable solutions that are easy to install and use, ShoreTel enables businesses of any size to seamlessly integrate communications with business processes, creating a more collaborative and productive enterprise. ShoreTel’s distributed architecture extends enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. ShoreTel continually delights its customers by offering the best products and the best services for the lowest total cost of ownership.

“Our three ShoreTel-certified methods of call recording ensure that ShoreTel customers will have the most effective call recording solution available to meet the needs of their operating environments,” said Ray Bohac, president and chief executive officer of CallCopy, Inc. “CallCopy and ShoreTel are both committed to leading our markets in customer satisfaction, and in developing the industry’s easiest solutions to deploy and use.”

For more information about CallCopy’s support for ShoreTel call recording please visit http://www.callcopy.com/shoretel

About CallCopy
CallCopy is one of the industry’s fastest-growing call recording/quality monitoring software companies. CallCopy’s mission is to deliver the highest levels of quality to its customers, so they can deliver the highest levels of quality to their customers. With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics. Compatible with most major telephone systems, including ShoreTel, Avaya, Nortel, Cisco, Siemens, NEC, Alcatel, and Aspect, cc: Discover offers a more flexible Application Programming Interface, extending the value of the platform to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between the different systems used across the enterprise, CallCopy helps bring the 360-degree view of your performance into a 3-D perspective.

ShoreTel is a registered trademark of ShoreTel, Inc. in the United Sates and/or other countries. The ShoreTel logo is a trademark of ShoreTel, Inc. in the United States and/or other countries.

New phone-based survey application helps contact centers to capture and leverage customer insights to improve operations

COLUMBUS, Ohio – February 19, 2008 – CallCopy, one of the fastest growing companies in the call recording and quality monitoring market, today introduced cc: Survey, a telephone-based survey application that allows contact centers to capture the voice of the customer. cc: Survey is an IVR-based survey system, which is available as part of CallCopy’s cc: Discover call recording and quality monitoring suite or as a standalone solution. Callers can be transferred from the phone representative into the cc: Discover survey system, or they can dial a toll-free number to participate in surveys independent of the contact center.

cc: Survey includes Web-based reporting capabilities that provide real-time information on survey results. Report results can be filtered by date range, by agent, by ANI (Caller ID), and many other criteria. The reporting system also provides granular analysis of survey results for everything from sections within a survey to specific questions. Companies can report on automated post-call survey completion rates, and compare survey results to automatic call distribution reports to determine sample population. The application can also capture voice messages and callback information from the customer, which can be accessed through the secure web-based reporting portal.

“In virtually all of today’s markets, the ability to quickly and easily collect and access data has become mission critical,” said Ray Bohac, president and chief executive officer of CallCopy, Inc. “A customer feedback survey application is an ideal way to capture customers’ perspective on variety of key performance indicators. We have spoken with our customers and contact center managers across the country, and the opportunity to leverage the contact center to improve other aspects of the enterprise is a common priority. cc: Survey enables our clients to survey customers allowing them to better understand ways to improve everything from product performance to customer service. Customer surveys through cc: Survey complement what businesses are already doing in terms of monitoring and evaluating customer calls.”

cc: Survey allows an organization to create virtually limitless number of surveys through a Web-based interface. The data can be tied to recordings, which allows companies to calibrate their internal quality assessment measurements against customer satisfaction. Survey questions can also have dynamic point values assigned to them to weigh sections and surveys according to the needs of a center’s staff and clients. As part of CallCopy’s cc: Discover suite, cc: Survey helps provide a multi-dimensional view of a company’s operations.

Bohac added, “Many times, all that it takes to better understand your customers is to simply ask them about their experiences, needs and expectations, and then provide them with a quick, convenient and user-friendly way to provide their feedback. cc: Survey allows companies to gather data from a resource that often goes untapped, yet which frequently is a gold mine of information that can be used to help resolve issues, reduce costs, streamline processes and enhance sales. The ability to capture customer feedback will help demonstrate one more reason why cc: Discover is an asset to overall operations.”

About CallCopy
CallCopy is one of the industry’s fastest-growing call recording/quality monitoring software companies. CallCopy’s mission is to deliver the highest levels of quality to its customers, so they can deliver the highest levels of quality to their customers. With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics. Compatible with most major telephone systems, including Avaya, Nortel, Cisco, Siemens, NEC, Alcatel, Aspect, and ShoreTel, cc: Discover offers a more flexible Application Programming Interface, extending the value of the platform to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between the different systems used across the enterprise, CallCopy helps bring the 360-degree view of your performance into a 3-D perspective.
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CallCopy, Inc., a leading provider of quality management and call recording solutions for contact centers, today announced its new solution set with the release of CallCopy Version 3.4. The 3.4 release brings to market many new features, including major enhancements to CallCopy’s quality management tools and expanded VoIP recording capabilities.

A key highlight of CallCopy 3.4 is the VoIP recording enhancements, specifically the ability to record IP calls on Avaya, Cisco, and Nortel telephone systems without the need for costly CTI licensing. While CallCopy already supports VoIP recording with the SIP protocol and the G.711 codec, with Version 3.4 the Avaya H.323, Cisco Skinny, and Nortel UNIStim protocols are also supported. The G.729 VoIP codec is supported as well.

Companies who are undergoing a gradual migration from TDM to VoIP telephony will benefit from CallCopy’s ability to blend recording for both platforms in a single-server solution. Because of this flexibility in the CallCopy recording system, customers benefit from a lower hardware cost and an easier transition to IP telephony.

CallCopy’s new quality management tools include a web-based evaluation form editor, tighter Integration of the quality management tools into the recording application, new drill-down quality reporting, and the ability to leverage the CallCopy evaluation form builder in the training room for tests, quizzes, and other skills assessments.

“CallCopy has always been an innovator in the call recording market. Our past releases broke new ground with our priority-based recording schedules, advanced record exporting capabilities, multi-tenant system design, and dual-monitor screen capture. The 3.4 release brings new benefits to the market by delivering solutions to any mix of recording needs in a single-server solution,” said Raymond Bohac, CEO of CallCopy, Inc. “We are also strengthening the quality management tools in our software, making them easier to use while expanding the functionality of the system. By expanding support for new VoIP protocols and codecs, we have increased the range of customers we can provide solutions to,” he added.

But quality is not just a component of the software. “We are moving quality to the center stage. It goes beyond our products; we are embracing quality as the core principal of our operations. From direct and distributor sales to all levels of support, CallCopy’s mission is to bring higher levels of quality to our customers, so they can bring higher levels of quality to their customers. That’s how we are ‘Bringing Quality Back to Quality Management,’” said Rick Daley, CallCopy’s VP of Sales and Marketing.

“CallCopy stands out in the QM/recording market for its intuitive design and ease of use. Because CallCopy is easier to use, our customers become more proficient in less time, accelerating the many returns on their investment,” Daley added.