COLUMBUS, Ohio, May 9, 2012 /PRNewswire/ -- CallCopy, a leading provider of innovative contact center call recording and workforce optimization (WFO) solutions, announced today an updated version of cc: Discover, the company's award-winning WFO suite that blends innovative, enterprise-proven features in an easy-to-use solution. cc: Discover allows organizations to better utilize business intelligence and ensure optimal end customer satisfaction through integrated call recording, speech and desktop analytics, quality management, screen capture, agent coaching, performance management, customer survey and workforce management.
Customer input plays a key role in CallCopy's product development process. The focus on customer feedback led to CallCopy receiving the highest "Overall Vendor Satisfaction" rating (a perfect 5.0) in the recently published 2011 – 2012 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report from industry analyst DMG Consulting.
"Our new version 5.0 includes many enhancements that were the result of direct feedback from our valued customers," said Ray Bohac, chairman and chief information officer of CallCopy. "We actively ask for feedback to ensure our suite adapts to market needs and we only include features that are easy to use and promote efficiency gains. This is a significant update, with several new security and analytics features coming together to create simply the best workforce optimization suite on the market today."
System availability in cc: Discover version 5.0 was improved through a new hot swap capability that protects enterprises from server failure. The resiliency feature detects when the primary recording core fails, and automatically triggers a standby server to begin recording.
Upgraded security features include role-based permissions, where settings can be applied to groups of users based upon roles, rather than managing permissions person-by-person. An enhanced auditing system records all system changes with data including originating IP address in order to provide management with greater detail. Audio and screen capture playback now features TLS encryption support.
Both cc: Discover's speech and desktop analytics were upgraded in Version 5.0. Voice analytics are now considerably more efficient as users can utilize business logic within recording schedules to dictate which calls speech analytics should be run on. Analytics can also now be run remotely, a change which produces lower infrastructure costs and quicker processing. For desktop analytics, archiving rules can now be set based upon the user's screen workflow, enabling better process flow and more intelligent archiving practices.
Several new recording integrations have been added, including support for cloud-base telephony providers, Cisco MediaSense, Avaya PC 5.0, and Siemens OpenScape Contact Center v8.0. Existing integrations with Cisco Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX) have been updated.
CallCopy will showcase the latest features of cc: Discover v5.0 in a webinar on May 17, 2012 at 1pm EDT. Register at http://www.callcopy.com/cc-discover-v5-demo.
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 recently ranked number 412 on the 2011 Inc. 500 list as well as winning a Business First "Fast 50" Award for the third consecutive year. CallCopy was also recognized as one of the "Best Places to Work" for the fourth consecutive year by Business First.
CallCopy, a leading provider of innovative contact center solutions, is dedicated to ensuring the highest standards of satisfaction. The award-winning, enterprise-proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech analytics, desktop analytics, performance management, customer satisfaction survey and workforce management capabilities to organizations of all sizes and industries. For more information, visit www.callcopy.com.