Enterprise call recording plays an important role for businesses across a number of industries. Not only because it ensures compliance and keeps information accurately stored, but call recording is also a key to workforce optimization.
Columbus, OH-based CallCopy (News - Alert) offers a WFO suite, cc: Discover that makes it possible for organizations to better use business intelligence and ensure optimal satisfaction is achieved. Tools offered in the suite include integrated call recording, speech and desktop analytics, quality management, screen capture, agent coaching, performance management, customer survey and workforce management.
Today, the company announced the latest upgraded version, ccDiscover v5.0. This latest release, according to company officials, offers exactly what users want because their input and requests were incorporated into the enhancements.
Chief among updates in the latest version are improved security and analytics. System availability has been improved thanks to a hot swap that protects from server failure and is able to detect any failures in a primary recording core and trigger a standby server to ensure recording is always happening. Also, the offering now includes role-based permissions that can apply settings based on groups of users and their roles.
Voice analytics have also been improved so business users can now use business logic within recording schedules and choose how they would like analytics to be run on a call. Finally, to further improve call recording capabilities, the latest version also includes support for a number of cloud-based telephony provider offerings from those from Cisco, Avaya and Siemens (News - Alert).
No stranger to the value their customer’s input offers, the company was recently rated a perfect 5.0 in "Overall Vendor Satisfaction" for DMG Consulting’s 2011 – 2012 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report.
Ray Bohac, chairman and chief information officer of CallCopy said, “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.”
Edited by Stefania Viscusi