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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New tiered levels of reseller agreements make it profitable for any reseller of any size
to offer CallCopy to their customers

COLUMBUS, Ohio – October 16, 2008 – CallCopy, Inc., a leading provider of call recording and quality monitoring software, today introduced the latest updates to its channel program, which will make it more profitable for any sized reseller to offer CallCopy solutions to their customers. CallCopy offers a suite of contact center solutions that includes call recording, quality monitoring, hosted customer satisfaction survey and screen capture utilities. Together, they provide contact centers with a three-dimensional view of their operations.

As a result of the updates to CallCopy’s channel program, distributors of all sizes will have more flexible options to choose from to help them maximize their profit potential. CallCopy’s new distributor program features three tiered levels of reseller agreements: silver, gold and platinum. The new program levels will allow CallCopy’s channel partners to choose the degree of their services, certification, and support levels. Channel partners will benefit from CallCopy’s sales and technical support for them and their customers presale and post installation. CallCopy also provides partners a free demo license, joint marketing efforts and sponsorship opportunities, shared marketing collateral and sales materials.

“The mission of our channel program is to combine our best of breed products and services with the team power of our partners,” said Ed Porter, director of partner programs at CallCopy, Inc. “We want to empower our partners with the knowledge and resources they need to be successful reselling our products and services. With our proven, scalable technology and dedicated focus on partner management and support, we are confident we now have the program to match our quality solutions to help our partners maximize their profit potential with CallCopy.”

CallCopy’s product suite includes solutions that are scalable enough to meet the needs of small businesses, as well as large enterprises, which broadens the sales opportunities for distributors.  CallCopy Essential is a cost-effective solution for small and mid-sized businesses looking for a effective call recording application while cc:  Discover delivers all the benefits of an enterprise-class call recording and quality monitoring system to enhance customer service, increase productivity and meet industry compliance standards.  CallCopy’s solutions are compatible with both VoIP and TDM phones, and offer the ability to blend VoIP and TDM recording in a single server.

To learn more about CallCopy solutions and about the company’s channel program, please visit http://www.callcopy.com/distributor or call Ed Porter at 888.922.5526.

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.