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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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.

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.