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Call Center Software Company CallCopy Releases New Performance Management Solution
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August 19, 2009

Call Center Software Company CallCopy Releases New Performance Management Solution

By Patrick Barnard
Group Managing Editor, TMCnet

CallCopy (News - Alert), one of the fastest growing call center software companies in the U.S., has added a new performance management application to its increasingly popular cc: Discover platform.

The new cc: Insight Platform is a real-time performance management system that delivers comprehensive reporting and dashboards that executives, managers and agents can use to track call center performance – from the entire call center (including multiple geographically-dispersed centers, as well as remote agents) all the way down to the individual agent. Because the solution delivers reports and alerts in near-real time, it enables executives and managers to react quickly to changing conditions – whether they are changes in customer behavior or agent performance.

The news follows on the company’s announcement last week that it has added a new speech analytics solution to its cc: Discover platform, which bundles call recording, quality monitoring, speech analytics, screen capture and surveys on a single, tightly integrated, all-IP platform. The company also recently announced new enhancements to the platform with the release of version 4.0.

With these new additions, CallCopy is poised to become a comprehensive call center software vendor – it already offers most of the common applications used to improve customer service in today’s advanced, IP-based contact centers, plus its platform integrates easily with most of the leading call center PBX (News - Alert)/ACD systems, including the enterprise-grade telephony systems of Avaya, ShoreTel, Cisco, Nortel and Siemens.

According to a company press release, the cc: Insight Platform consists of pre-built dashboards, reports and communications tools that can be leveraged across the enterprise. The dashboard delivers performance metrics through a highly customizable interface, which can be displayed on TV screens and supervisor or agent desktops. By adding peripheral hardware these reports can be pushed out to mobile devices and smart phones, providing real-time updates anytime, anywhere.

“A contact center has many moving parts, and it can be difficult to ensure that everyone – executives, managers and agents – has access to timely, accurate information,” said Tarne Tassniyom, chief technology officer of CallCopy, in the release. “The cc: Insight Platform is a content-delivery system that provides management with an efficient way to digest information and effectively communicate in real-time with specific users, groups or the entire organization. In addition, cc: Insight empowers agents to perform self-assessments to quickly gauge their performance against that of their peers, as well as have access to key metrics and information that will help them improve their effectiveness and efficiency.”

Content displayed on the dashboard can be customized by leveraging a library of pre-built widgets included with the system. Each widget is designed to deliver a different type of information, such as quality assurance metrics, call data and group performance figures to supervisors, agents or groups.

Standard widgets offered include:

--Quality assurance metrics (for displaying the agent’s recent QA performance)
--Customer satisfaction (for displaying survey-driven customer service metrics)
--Call metrics (for displaying call volume and average handle time on an hourly, daily and weekly basis)
--Group metrics (for displaying overall group metrics, thus allowing agents to baseline their performance against the rest of their group)

Tassniyom pointed out that one of the key benefits of the cc: Insight Platform is its flexibility, which allows it to be customized for individual environments.

In addition to using the standard widgets, organizations can leverage the included software development kit (SDK) to build and share custom widgets.

“IT teams can use the SDK’s platform documentation and sample code to extend the cc: Insight Platform by incorporating information from a variety of sources – even from outside of the CallCopy product suite,” Tassniyom said.

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Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard

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