Compliance, legal and quality management needs driving demand for effective call recording solutions; CallCopy welcomes two new credit union customers

In an effort to meet compliance and legal recording requirements and enhance the quality of their customer service, financial institutions are turning to CallCopy, Inc. for reliable call recording and quality management solutions. CallCopy cc: Discover is a suite of call center applications that combines call recording technology with quality management tools, speech analytics and customer surveys. The suite gives organizations a better understanding of their customers’ needs while providing the tools and capabilities to help protect their business.

CallCopy announced today that it has added two new credit unions to its growing base of financial industry customers. Evangelical Christian Credit Union (ECCU), based in Brea, Calif., and PrimeWay Federal Credit Union, with headquarters in Houston, have recently deployed several of CallCopy’s solutions within their contact centers. CallCopy’s solutions help the credit unions to meet the legal and compliance requirements and support their quality management and agent training initiatives.

ECCU needed a call recording solution that could enhance and protect their existing infrastructure investment. Since deploying CallCopy cc: Voice and cc: Screen solutions, ECCU has established a higher standard for the services it delivers to its members and has engaged in a robust quality management program that allows them to deliver one-on-one coaching to agents and continually refine their training programs.

“CallCopy uses the tag line, ’Your Partner in Quality,’ and based on my experience, I would affirm that they live up to that expectation,” said Tom Mauer, member service manager for ECCU.  “I have managed call centers for over twenty years, and almost every contact with CallCopy has reinforced the impression that they want to provide a solution that will work for us. I found them more attentive and consultative in their approach than other vendors I have worked with.”

Mauer added, “As we became more familiar with CallCopy we were impressed with their understanding of the needs of call centers and the needs of the managers responsible for running them. Whether we were talking to the sales area, service support or the installation team, we found every person we dealt with to be knowledgeable, professional and responsive to our questions and needs. Because of their customer service and the built-in scalability of their solutions, we expect CallCopy to be our solution provider for many years to come.”

PrimeWay needed a cost-effective solution that was dependable in terms of compliance and could record calls for legal issues and quality assurance. CallCopy solutions are aiding PrimeWay in two departments; first in the call center for agent training and quality management; and second in the collections department for call logging and to help PrimeWay satisfy compliance requirements.

“Everything about working with CallCopy has been easy,” said Noble Stolhand, call center manager for PrimeWay Federal Credit Union. “From the beginning, CallCopy’s tech people were able to identify what we needed and worked with our IT team to ultimately deliver a plug-and-play solution. CallCopy literally came to our office, plugged in a configured third-party server and turned it on. Since the install in April, we have had no maintenance issues. Based upon our size and needs, CallCopy was the ideal choice.”

“We enjoy helping businesses reach their full potential, and we are excited about our growth within the financial sector,” said Ray Bohac, president and chief executive officer of CallCopy. “As both PrimeWay and ECCU indicated, the ease of set-up and flexibility of our solutions helps to sell our software, while it is our unyielding focus on our customers’ needs combined with the performance of our tools that help differentiate us from the pack and are helping to create loyal customers.”

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.
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Company’s cc: Discover Recognized as Best Recording and Quality Monitoring Solution in the Americas Region

COLUMBUS, OH, Jul 09, 2008 CallCopy, Inc., a leading provider of call recording and quality monitoring software, today announced that it has received the best in class award in the category of “Best Recording and Quality Monitoring Solution in the Americas Region” presented by ContactCenterWorld.com. The award recognizes CallCopy’s cc: Discover suite, which includes cc: Voice call recording solution, and cc: Quality, a quality monitoring solution that provides a diverse range of reporting options for identifying trends across the call center.

The Members’ Choice Awards have been recognizing industry solution providers that sell products or services to contact centers for the past six years. Unlike other awards programs, the Members’ Choice Awards are based entirely on customer feedback and the scores customers placed on each organization in the areas of robustness of its solutions, after care support, return on investment, and overall satisfaction of the product or service.

“It is clear that so many companies in the industry deserve recognition, and we raise our hats to them,” said Raj Wadhwani, president of ContactCenterWorld.com. “The recipients of the 2008 Members’ Choice Awards are the vendors whom we should make sure are on our short list when we look for solutions because clearly they have very satisfied customers.”

“We appreciate the trust our customers have in our solutions, and we are excited to be recognized by those we serve for having the ‘best recording and quality monitoring solution in the Americas region,’” said Ray Bohac, president and chief executive officer of CallCopy, Inc. “At CallCopy we work hard to ensure that we deliver products that offer a quick return on investment and provide excellent ongoing customer service. The award is a compliment to our entire team that works tirelessly to deliver robust call recording and quality monitoring solutions that continue to meet the demands of our customers and the industry.”

About ContactCenterWorld.com
ContactCenterWorld.com provides world-class research, conferences and a customer focused website for contact center industry professionals. As a world wide leader in connecting businesses, vendors and people, their goal is to provide exceptional customer service, innovation in technology and growth opportunities to those we serve. With a membership of over 112,000 strong, the ContactCenterWorld.com brand is synonymous with innovation, leadership, creativity and support. For more information, go to http://www.ContactCenterWorld.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.

CRMXchange Webinar to include representatives from industry leading call recording and quality monitoring solution providers

CallCopy, a leading provider of quality management and call recording solutions for contact centers, today announced that it is has been invited to be a part of the CRMXchange 2008 Contact Center Quality Management Great Debate on May 28, 2008. The webinar will include a panel of industry experts representing leaders in the call recording and quality management industry, and will be moderated by Donna Fluss, president of DMG Consulting.

According to CRMXchange, the panel of experts in the 2008 Contact Center Quality Management Great Debate will address the following best practices:

• Determining which modules within quality management solutions will give contact centers the biggest return;
• Enhancing quality management program with performance management;
• Using speech analytics to improve productivity and the overall customer experience; and
• Incorporating customer surveying into the QA process.

“The Great Debate provides us with a great opportunity to discuss what we have seen as best practices in quality monitoring across the contact center,” said Ray Bohac, president and CEO of CallCopy, Inc. “As a company focused on serving small and medium-sized businesses, as well as large enterprises, we bring a unique perspective to the webinar. Many times customers buy call recording and quality monitoring solutions, and end up using only a small fraction of the solutions’ capabilities. Our customers deploy our cc: Discover suite because of its flexibility, both in our licensing model and in our software design, and because it allows them to maximize their value by offering the tools and functionality that they need today and in the future. We look forward to participating with other industry leaders in this great event.”
CallCopy cc: Discover includes cc: Voice, a call recording system that can blend TDM and VoIP telephone recording with a complete set of quality monitoring tools in a single-server solution. Additional modules such as cc: Screen and cc: Survey provide greater visibility into employee performance and customer loyalty and concerns.

For more information on the CRMXchange Great Debate visit http://www.crmxchange.com/webcast/debateqmmay08.asp or to register for the event, visit https://crmxchange.webex.com/crmxchange/onstage/g.php?t=a&d=716368294.

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 Alcatel, Aspect, Avaya, Cisco, NEC, Nortel, ShoreTel and Siemens, 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.

COLUMBUS, Ohio – March 27, 2008 – CallCopy, Inc., a leading provider of call recording and quality monitoring software, today announced that Mark A. Studer, CPA has joined the company as chief financial officer (CFO). Studer brings more than 13 years of accounting, finance management and business development experience, most recently serving as CFO of Teleperformance USA, a division of Teleperformance SA.

As CFO of Teleperformance USA, Studer was directly responsible for creating, coordinating and evaluating all financial programs for the company, including budgeting and financial reporting. He also oversaw the approval and processing of revenue and expenditures, and helped increase earnings before interest, taxes, depreciation and amortization (EBITDA). Prior to his role as CFO, Studer was vice president of finance for Teleperformance USA where he was responsible for the company’s East division and acted as CFO for the company’s Canadian acquisition.

“Mark brings a tremendous amount of experience and understanding of our market, and everywhere he has been, he has played a critical role in the organization’s financial success,” said Ray Bohac, president and chief executive officer of CallCopy. “We are experiencing tremendous demand in the marketplace for our call recording and quality monitoring solutions, and as a young company, we felt it was important to find someone of Mark’s caliber to ensure we are in the best position for growth. Mark’s expertise and insider understanding of our customers’ needs will prove invaluable as we continue to build CallCopy.”

Prior to his senior executive roles with Teleperformance, Studer served as controller and CFO for CallTech Communications, an inbound customer contact support center that became a subsidiary of Teleperformance USA in May 2004. Studer started his professional career in 1995 as senior auditor at Deloitte & Touche, where he was responsible for planning, executing and documentation of client audits, compilations and finance reviews. A licensed CPA in the state of Ohio, Studer earned a bachelor’s degree in accounting from The Ohio State University and an MBA from Capital University in Columbus, Ohio.

“I have been watching CallCopy very closely as a board member, and have been very impressed with both the leadership and growth of the company,” stated Studer. “I see a committed team of individuals that is very focused on delivering the best possible solutions to the marketplace and going above and beyond customer expectations. When Ray presented the opportunity to come on board as CFO, I knew the position would provide great excitement, challenges and opportunities. I look forward to working with Ray and the rest of the CallCopy team to build upon the company’s past success.”

About CallCopy
CallCopy 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.