COLUMBUS, Ohio – February 24, 2009 – CallCopy, a leading provider of innovative performance management solutions, today announced that it has received the highest Overall Vendor Satisfaction rating in a recent survey conducted by industry analyst DMG Consulting (DMG). The “2008-2009 Quality Management/Liability Recording Product and Market Report” is designed to assist contact center and IT managers in selecting the best solution, technology and partner to meet their organization’s current and future needs.

For the report, DMG surveyed customers from 11 leading workforce optimization (WFO) solution providers. Participants were asked to rate their vendor in six categories, including product, implementation, service and maintenance, training, professional services and overall vendor satisfaction. CallCopy received the highest overall vendor satisfaction rating, with a score of 4.6 (highly satisfied), and was the only vendor to receive a 5.0 (completely satisfied) for implementation. In addition, the company did not score below a 4.3 (highly satisfied) for any of the six categories.

“CallCopy fared very well in the workforce optimization customer satisfaction survey,” stated Donna Fluss, president of DMG Consulting. “The company received the highest score in both the Implementation and Overall Vendor categories, which indicates that CallCopy is highly committed to its customers and to successfully implementing its solutions.”

DMG analyzed each company’s strategy, products, functionality, technology, implementations, packaging, pricing, training, workshops and customer satisfaction ratings. Combined with strategy, ability to execute, revenue, and market activity and share, in-depth company profiles were generated. The final report provides the most detailed and accurate market information available and enables end users to choose the right solution at the right price for their contact center.

“CallCopy has always focused on developing and implementing products that consistently meet and exceed our customers’ needs and help them grow their businesses,” said Patrick Hall, director of professional services for CallCopy. “The results of the DMG report certainly validate our efforts and reinforce other recent awards and recognition. The fact that we were rated so highly by our customers says a lot about our company and products. We appreciate our customers’ confidence and their positive feedback, which serves as constant motivation for us to continually innovate and improve.”

To review DMG Consulting’s full vendor profile of CallCopy, as well as the results of the satisfaction survey, visit http://www.callcopy.com/documents/dmg.html.

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.

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Leading contact center solutions provider releases call recording application for small businesses looking to improve customer service and productivity

CallCopy, Inc., a leading provider of call recording and quality monitoring software, today announced the availability of CallCopy Essential, the company’s new VoIP call recording solution that will help small businesses to quickly and easily capture and archive inbound and outbound calls.  CallCopy Essential was developed specifically for the small office to help companies improve customer service, increase productivity and meet compliance regulations.

“Call recording has become ‘essential’ for many businesses, as they try to improve their customer service, protect their brand and business, and meet industry and government compliance standards,” said Ray Bohac, president and chief executive officer of CallCopy, Inc. “CallCopy Essential is an affordable, reliable and user-friendly solution that was truly designed with smaller businesses in mind, and is focused on filling their immediate call recording needs. Because of our experience and success in the call center industry, we understand the importance of reliable and high-quality call recordings, and we have integrated this experience and knowledge into CallCopy Essential.”

CallCopy Essential’s server-based architecture is easy to use and administer, and does not require installation at agents’ desks. Recorded calls can be easily saved by administrators as WAV or MP3 files and exported via email, hard disk or FTP. Essential also allows agents and administrators to flag public calls and add personal bookmarks to calls that can be used for training purposes and to help customer service improve response time. Essential includes user security to ensure restricted access to recordings, fast search and retrieval times, and administrators have the ability to prioritize recording schedules to maximize recording channel capacity.

The CallCopy Essential base package includes online storage for more than 34,000 hours of audio, licensing for five concurrent recording channels, remote installation, Web-based training and online support. Essential is powered by a 1U Dell Server. For more information on CallCopy’s call recording solutions, visit www.callcopy.com or call 888-922-5526.

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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