COLUMBUS, Ohio, Nov. 16, 2012 /PRNewswire/ -- CallCopy, a leading provider of innovative contact center call recording and workforce optimization (WFO) solutions, announced today it has been positioned by Gartner, Inc. in the "Niche Players" quadrant of 2012 Contact Center Workforce Optimization Magic Quadrant. The report positions CallCopy among integrated WFO solution providers delivering sophisticated contact center management solutions to meet a growing market demand.
According to Gartner, "increased customer demand has fueled the introduction of new vendors into the contact center workforce optimization (WFO) marketplace, providing greater choice in what was a somewhat restricted landscape." The report also predicts, "by year-end 2015, 30 percent of large organizations will adopt an integrated approach to WFO and will achieve the associated increases in operational efficiency and customer satisfaction."
"We are extremely pleased with Gartner's recognition of CallCopy as a provider of next-generation WFO technology and the business-critical analytics that modern contact centers need to uncover deep insights about their customers, processes and performance," said Ray Bohac, chief information officer of CallCopy. "CallCopy's deep industry expertise combined with our robust R&D and product development roadmap has made us a trusted leader in the space that will move us quickly beyond 'niche' status."
In addition to earning the highest Product and Overall Vendor satisfaction rating in a customer satisfaction survey conducted by industry analyst DMG Consulting LLC (DMG), CallCopy's cc: Discover WFO was named the 2011 Communications Solutions Product of the Year by TMC, recognizing the company's vision, leadership and thoroughness in developing the product. The company was also named to the Inc. 5000 List for the third consecutive year, ranking #961, and received its fourth consecutive Business First "Fast 50" Award. It was also named one of the Hottest Midwest Companies this year by Lead411 and recognized as one of the "Best Places to Work" by Business First for the fifth consecutive year.
To view the 2012 Magic Quadrant for Contact Center Workforce Optimization, click here.
CallCopy is an industry-leading provider of innovative workforce optimization solutions designed to maximize contact center efficiency, enhance quality of service delivery and improve overall business performance. Its award-winning, enterprise-proven cc: Discover suite delivers comprehensive, state-of-the-art customer interaction quality management, performance management and workforce management capabilities to organizations of all sizes and industries. For more information, visit www.callcopy.com.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.