SOURCE: CallCopy, Inc.

CallCopy, Inc.

February 16, 2011 15:51 ET

CallCopy Releases Desktop Analytics Solution to Assist Contact Centers With PCI Compliance and Operational Efficiencies

COLUMBUS, OH--(Marketwire - February 16, 2011) - CallCopy, a leading provider of innovative call recording and contact center solutions, today announced the availability of cc: Fusion, a ground-breaking new application integration platform. cc: Fusion's unique desktop analytics capabilities automate the integration between CallCopy's cc: Discover workforce optimization suite and third-party applications, enabling data to be shared and triggering actions based on user activity.

"CallCopy's solutions are designed to deliver a very robust feature set, but in an easy-to-use interface," stated Matt Madzia, director of product management at CallCopy. "cc: Fusion takes that concept one step further by making it even easier for users to connect to data from other applications that they are running, and tie it back to key functionality that is already built into cc: Discover. This is a very convenient way for people to maximize their investment, without requiring custom development work."

Early adopters of the new technology have identified several business uses for cc: Fusion:

  • PCI Compliance -- To ensure PCI compliance, cc: Fusion detects events related to credit card transactions -- such as an agent's mouse moving to a field in an application where sensitive information is entered -- and triggers cc: Discover to pause call and screen recordings, ensuring that sensitive data, such as a PAN, is not stored on disk.
  • Process Verification -- For organizations that require a specific set of processes to be followed, cc: Fusion can automate the process of confirming that those steps were completed. A common example of this is requiring that a caller's identity is verified before making changes to a customer account. By detecting the entry of a PIN or an ID Number, and automatically updating the corresponding recordings as "VERIFIED," management can ensure that identity verification is performed on all transactions.
  • Data sharing/enhancement -- cc: Fusion makes it easy to extract text from third party applications, and use that text to enhance interaction recordings. This capability can be used by healthcare providers to provide better care for their patients by extracting patient ID numbers from their patient management system, and then add them to call recordings for quick retrieval. Likewise, technical support organizations can extract the case number from each agent's CRM session to identify incidents with multiple interactions.

"CBHA is a model of excellence in patient satisfaction, and cc: Fusion has helped to maintain that standard," said Kelly Carlson, director of corporate compliance with Columbia Basin Health Association. "The ability to easily locate all interactions with a patient provides us with a holistic view on which to base their care. CallCopy has been a great partner in our systematic approach to continuously improving patient satisfaction."

"cc: Fusion is extremely flexible, allowing users to extract data from virtually any application running on their desktop," added Madzia. "However, with PCI compliance being such a hot topic right now, we are seeing a lot of interest from organizations that process credit card transactions. Helping people remain in compliance with PCI standards is nothing new for CallCopy; our users have always had the ability to trigger blackouts through an API integration. But what is new is the ease with which organizations can now achieve their goal of compliance."

Additional information on cc: Fusion can be found at

About CallCopy
CallCopy, a leading provider of innovative contact center solutions, is dedicated to ensuring the highest standards of satisfaction. The award-winning, enterprise-proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech analytics, performance management, customer satisfaction survey and workforce management capabilities to organizations of all sizes and industries.

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