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CallCopy's Suite Added to Contact Center Soln|
- By CXOtoday Staff, Sep 13, 2007 1928 hrs IST
- Tags : CallCopy s Suite Added to Contact Center Soln
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Cincom, a software company which provides business and industry solutions to simplify business processes, and CallCopy, a quality management provider of recording solutions for contact centers, signed an agreement, which enables integration between Cincom's Synchrony contact center solution and CallCopy's discover call recording and quality management suite.
The companies hope that this will help users to record and analyze almost 100% of their inbound and outbound calls.
According to Ray Bohac, president and CEOof CallCopy, the trend toward hosted applications is growing, and Synchrony offers a solution for advanced contact centers. The combined offering will enable Synchrony users to meet call recording industry requirements, government regulations, and customer's individual preferences.
Cincom's Synchrony integrates the company's interaction channels, disparate databases, knowledge bases, and customer history into a single desktop by putting all of the right information at the agent's fingertips.
Synchrony's unified desktop reduces training times, thereby delivering a consistent and simplified interface that is much easier for agents to learn. Just as Synchrony unifies the desktop, CallCopy unifies the interaction data that comes from many sources - agents, customers, and voice and data networks.
By combining call recording technology with quality management tools, speech analytics, surveys, and other useful applications - CallCopy aims to help contact centers determine the issues that drive customers to contact them, and enables them to learn from those contacts.
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