CallCopy Launches Upgraded cc: Discover v5.1 Workforce Optimization Suite For Easier Access to Information and Optimal Agent Efficiency

COLUMBUS, Ohio, March 21, 2013 /PRNewswire/ -- CallCopy, a leading provider of innovative call recording and contact center solutions, announced today the availability of cc: Discover 5.1, an updated version of the company's flagship workforce optimization suite.

cc: Discover version 5.1 features a new widget-based dashboard that enables users to create customized views of data on a single page, so they can concentrate on the information that is most pertinent to their job function. Individual widgets can be configured to display quality assurance (QA), various KPI performance metrics, and more. Additional widgets can be downloaded from cc: Community, CallCopy's customer success portal, and can be quickly installed by users.

Version 5.1 also includes an enhanced interaction playback interface that allows for better analytics visualization. Users can now quickly access key information related to customer interactions by toggling on or off data points associated with individual interactions, such as speech and desktop analytics, crosstalk, silence, bookmarks and blackouts, allowing them to visualize complex data in a clear and concise manner, with the ability to drill down into the data as needed.

System availability was improved in cc: Discover version 5.1 with automatic core failover recovery that allows the primary server to automatically take over from the secondary server when it comes back online.

Attendees of CallCopy's first annual User Conference last fall voted on their top requested feature update, which was an improved method for handling post-call recording, a change that was included in this release. "This is a significant change in itself, but is especially notable since it came directly from the feedback of our most involved users," said Jeff Canter, president and CEO at CallCopy. "We always listen to our customers' comments and strive to dynamically adapt our solutions to fit their changing needs."

Several updates were made to the cc: Clarity workforce management module to improve management efficiency. Management can now customize time off request parameters, set a non-standard business week, customize overtime and maximum/minimum hours worked thresholds and perform bulk updates to schedules, events and calendars. In addition, managers now have the ability to monitor agent application usage and view their desktops from directly within the WFM roster.

"cc: Discover 5.1 is a major update that enhances the value of our solution for both agents and management," added Canter. "It offers new tools for managers to more efficiently handle their workforce, expanded Cisco integrations and a dynamic dashboard for monitoring center operations."

Multiple enhancements with Cisco are also included in version 5.1, including integration between cc: Clarity and Cisco Unified Center Express (UCCX), a secure customer interaction management solution built for contact centers in midmarket, enterprise branch and corporate departments. Improved Cisco Contact Center support is also featured in this version, with UCCX High Availability mode support, UCCX/UCCE Agent Syncing and survey linking to individual agent interactions.

Access to the latest release is available to all CallCopy customers with a current Annual Maintenance contract. For more information about CallCopy's solutions, please contact [email protected] or visit http://www.callcopy.com.

CallCopy was recently named by Columbus Business First as a "Best Places to Work" for 2012, the fifth year in a row the company received the honor. In 2012, CallCopy received a Business First "Fast 50" Award for the fourth consecutive year. CallCopy also received the highest Overall Vendor satisfaction rating in a customer satisfaction survey conducted by industry analyst DMG Consulting LLC (DMG).

About CallCopy:
CallCopy, a leading provider of innovative contact center workforce optimization solutions, is dedicated to ensuring the highest customer and employee satisfaction. 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.

SOURCE CallCopy