COLUMBUS, Ohio, May 15, 2013 /PRNewswire/ -- Many contact centers are forced to rely on performance measures from a variety of sources that, when analyzed disparately, provide unreliable and inconsistent information. In response to this pervasive and excruciating problem, CallCopy has announced the release of its Insight performance management software.
Insight is a cloud-based application that goes beyond the simple dashboards offered by existing performance management software by incorporating powerful speech and desktop analytics. This allows the unstructured data typically stored as recorded contact center interactions to be correlated with structured data from other sources across the organization, including CRM, ERP, HR, WFM, and other applications.
"CallCopy's new Insight performance management software consolidates data from diverse sources across the organization, providing a unified view of contact center performance," said Ray Bohac, chief information officer at CallCopy. "The intelligence is delivered to staff at all levels, providing them with clear and immediate visibility into performance and emerging issues, so they can respond appropriately, maintaining full accountability and transparency."
After analyzing the multiple data points, Insight delivers its findings to individuals empowered to act on the intelligence. Users are able to access key performance data tailored for their specific role, anytime, anywhere. This information contained in the clear graphical displays can be used to improve any aspect of the contact center, from the executive level down to the individual agents.
Users have the option of operating Insight as part of CallCopy's cc: Discover suite, or as a stand-alone enhancement to other contact center systems. Being cloud-based, Insight reduces total cost of ownership by reducing administration and server costs. Data feeds automate the process of aggregating data from sources across the organization, which then contribute performance measures to views personalized to each user's role.
CallCopy's solutions earned the highest Overall Vendor Satisfaction rating in the 2013 customer satisfaction survey conducted by industry analyst DMG Consulting, and was the only company to achieve a perfect score in every category measured. To learn more about Insight, visit www.callcopy.com/insight.
CallCopy, a leading provider of innovative contact center workforce optimization solutions, is dedicated to ensuring the highest customer and employee satisfaction. Its cc: Discover provides advanced call recording, screen capture, quality and workforce management, speech and desktop analytics, real-time performance management and customer survey capabilities to clients worldwide. CallCopy empowers organizations to maximize performance, reduce liability, achieve regulatory compliance and increase customer satisfaction. For more information please visit www.callcopy.com.