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CallCopy cc: Survey Helps Contact Centers Capture Voice of the Customer
New Phone-Based Survey Application Helps Contact Centers to Capture and Leverage Customer Insights to Improve Operations
| Source: CallCopy, Inc.
COLUMBUS, OH--(Marketwire - February 19, 2008) - CallCopy, one of the fastest growing
companies in the call
recording and quality monitoring
market, today introduced cc:
Survey, a telephone-based survey application that allows contact
centers to capture the voice of the customer. cc: Survey is an IVR-based
survey system, which is available as part of CallCopy's cc: Discover call
recording and quality monitoring suite or as a standalone solution.
Callers can be transferred from the phone representative into the cc:
Discover survey system, or they can dial a toll-free number to participate
in surveys independent of the contact center.
cc: Survey includes Web-based reporting capabilities that provide real-time
information on survey results. Report results can be filtered by date
range, by agent, by ANI (Caller ID), and many other criteria. The
reporting system also provides granular analysis of survey results for
everything from sections within a survey to specific questions. Companies
can report on automated
post-call survey completion rates, and compare survey results to
automatic call distribution reports to determine sample population. The
application can also capture voice messages and callback information from
the customer, which can be accessed through the secure web-based reporting
portal.
"In virtually all of today's markets, the ability to quickly and easily
collect and access data has become mission critical," said Ray Bohac,
president and chief executive officer of CallCopy, Inc. "A customer
feedback survey application is an ideal way to capture customers'
perspective on variety of key performance indicators. We have spoken with
our customers and contact center managers across the country, and the
opportunity to leverage the contact center to improve other aspects of the
enterprise is a common priority. cc: Survey enables our clients to survey
customers allowing them to better understand ways to improve everything
from product performance to customer service. Customer surveys through cc: Survey complement what
businesses are already doing in terms of monitoring and evaluating customer
calls."
cc: Survey allows an
organization to create virtually limitless number of surveys through a
Web-based interface. The data can be tied to recordings, which allows
companies to calibrate their internal quality assessment measurements
against customer satisfaction. Survey questions can also have dynamic
point values assigned to them to weigh sections and surveys according to
the needs of a center's staff and clients. As part of CallCopy's cc:
Discover suite, cc: Survey helps provide a multi-dimensional view of a
company's operations.
Bohac added, "Many times, all that it takes to better understand your
customers is to simply ask them about their experiences, needs and
expectations, and then provide them with a quick, convenient and
user-friendly way to provide their feedback. cc: Survey allows companies to
gather data from a resource that often goes untapped, yet which frequently
is a gold mine of information that can be used to help resolve issues,
reduce costs, streamline processes and enhance sales. The ability to
capture customer feedback will help demonstrate one more reason why cc:
Discover is an asset to overall operations."
About CallCopy
CallCopy is one of the industry's fastest-growing call recording/quality
monitoring software companies. CallCopy's mission is to deliver the
highest levels of quality to its customers, so they can deliver the highest
levels of quality to their customers. With the release of the cc: Discover
software suite, CallCopy has combined call recording and quality management
with customer surveys and speech analytics. Compatible with most major
telephone systems, including Avaya, Nortel, Cisco, Siemens, NEC, Alcatel,
Aspect, and ShoreTel, cc: Discover offers a more flexible Application
Programming Interface, extending the value of the platform to third-party
workforce management, IVR, HR, and CRM software. By enhancing the exchange
of data between the different systems used across the enterprise, CallCopy
helps bring the 360-degree view of your performance into a 3-D perspective.
For more information, visit www.callcopy.com.