As 2012 draws to a close, companies in the telecommunications space are taking the time to reflect on the advancements and innovations of the year, while also exploring the potential for opportunities into 2014.
CallCopy is the latest to wrap up its year in this space and TMC (News - Alert) settled in to help with a few key questions our readers want answered.
In an examination of key trends in 2012, speech analytics appears to have taken off in 2012. As the technology continues to mature, call centers are discovering the best ways to leverage it for the benefit of their bottom line. At the same time, these centers are also focused on capturing the voice of the customer.
Companies want to listen to and understand their customers by using a combination of tools, including surveys, Q&As, and of course speech analytics.
Reflecting on its achievements in 2012, CallCopy enjoyed what it refers to as an extremely successful year, especially in terms of honors and awards. Just a few of its notable recognitions include:
- Recognition in the 2012 Garter Contact Center Workforce Optimization Magic Quadrant
- Listed as a “Hot Vendor” by Ventana Research
- Earned overall top vendor satisfaction rating in DMG Consulting’s 2012 Product and Market Research
- Ranked #916 on the Inc. 5000’s Influential List of Fastest Growing Private Firms.
The company also released the Version 5.0 of its Workforce Optimization Suite, enabling enterprises to better utilize business intelligence as it relates to creating end-customer satisfaction. CallCopy developed this version based on direct customer feedback, making adjustments to meet the needs of a dynamic customer base.
Enhancements to this call recording suite include live monitoring, desktop analytics and speech analytics. New recording integrations and enterprise-level feature upgrades also focus on improving the user experience.
CallCopy also held its first user conference in September, partnered with Vertical Solutions to enhance its customer experience and field service management platform, presented the DePaul University with Client Evangelism Award at the CONNECT12 User Conference, presented the suite of Contact Center Solutions at Enterprise Connect (News - Alert) 2012 and reported its fifth consecutive year-over-year growth in 2011.
Looking ahead to 2013, CallCopy does have exciting plans. The company is set to release its v5.1 midway through the first quarter and will attend a number of key industry events. Expect CallCopy to make a splash at the 8th Annual call Center Summit, Avaya (News - Alert) Evolutions US, Enterprise Connect 2013, Frost & Sullivan 9th Annual Customer Contact East, ACCE Conference and Expo, IQPC 14 Annual Call Center Week, Cisco (News - Alert) Live 2013 and several others.
As for the tech industry as a whole, it’s always fun to hear predictions from those on the forefront, and CallCopy is no exception. The company expects to see a great deal of interest in the big data space, one that will be a significant expansion point for the call center industry.
As a result, these providers will enjoy lower operating costs while improving customer satisfaction; access to valuable business intelligence for a number of uses across the enterprise; analytics to deliver a feedback loop to enable continuous improvements for the customer experience; and access to maximized customer value as a result of operational efficiency and insight.
At the same time, CallCopy expects to see an increase in cloud-based solutions. Companies will increasingly make the shift toward suite-based solutions, recognizing the benefits that outweigh single solution options. These users will benefit from data sharing between functional components, while enjoying a lower administrative cost overall.
As the call center and call recording industries continue to evolve, CallCopy is expected to be right there on the cutting edge of innovation, providing the speech analytics solutions customers need to meet the needs of a constantly changing customer base.
With the right tools, these customers become loyal followers and secure success over the long term.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Braden Becker