Call recording/quality monitoring solutions company CallCopy announced today that its cc: Discover call recording module is now rated Avaya compliant. That means the solution can be readily integrated with Avaya’s industry leading call and contact center software solutions.
CallCopy’s solution was specifically tested for it compatibility with Avaya’s Communication Manager 4.01, its industry-leading telephony software for both Internet protocol (IP
) and traditional TDM-based communications.
The cc: Discover suite consists of call recording, quality monitoring, analytics and survey apps. It enables call centers to monitor and record agent/customer interactions so that agent performance can be improved and customer satisfaction levels can be increased.
The recording/monitoring software lets organizations monitor calls post-interaction, to see if agents are handling calls properly, as per business rules, and to gauge customer satisfaction levels. In addition, the analytics software lets organizations “mine” large volumes of recorded call data to see if there are “trends” occurring in the interactions. This gives organizations deeper insights into customer behavior which in turn can be used to drive key business decisions. In fact, the analytics enables organizations to uncover trends that they never knew were there.
Finally, the survey component enables customers to take post transaction surveys over the phone, which are recorded and the data is then stored in a central database. This information can also be used to drive key business decisions, and becomes even more valuable when combined with the insights gleaned from the analytics component, as well as other customer “metadata” gathered through an organization’s Customer Relationship Management (CRM) software (and through Web analytics in the event the organization is monitoring activity on its website).
All of this combined helps businesses measure their quality of service
and customer satisfaction, providing insight and analysis into key strengths and opportunities for improvement.
"CallCopy is proud to be able to offer an additional Avaya-tested recording solution, adding to our two prior compliance ratings," said Ray Bohac, president and CEO of CallCopy, in a press release. "The ability to offer cc: Discover recording as an additional option widens the scope of solutions we can offer our customers using Avaya TDM
and IP telephone systems in their contact centers."
CallCopy is a Gold member of the Avaya DevConnect Program, an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology. As such, CallCopy is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab.
"By offering compliance testing to the many innovative companies like CallCopy who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities," said Eric Rossman, vice president, developer relations and technical alliances, Avaya. "They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available, getting more out of their multivendor network and delivering new value to their bottom line."
CallCopy last made news on ContactCenterSolutions when it announced that it was teaming up with speech analytics technology vendor
CallMiner to deliver a combined solution to the contact center industry. By combining CallMiner’s Eureka! speech analytics software with CallCopy’s cc: Discover call recording software, organizations can gain deeper insights into customer behavior while at the same time improving agent performance.
For more information about CallCopy, visit
www.callcopy.com.
For more information about Avaya, visit
www.avaya.com.
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Patrick Barnard is Assignment Editor for ContactCenterSolutions and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.
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