SOURCE: CallCopy, Inc.

September 16, 2008 11:02 ET

CallCopy Unveils New cc: Discover Features at Annual Call Center Exhibition

CallCopy Makes It Easier to Capture, Search and Analyze Voice Recordings and Screen Captures

COLUMBUS, OH and PHOENIX, AZ--(Marketwire - September 16, 2008) - ACCE -- CallCopy, Inc., a leading provider of call recording and quality monitoring software, today introduced the latest updates to its suite of call center solutions at the Annual Call Center Exhibition (ACCE) in Phoenix, Ariz. The new features added to cc: Discover make it easier for users to capture, search and analyze voice recordings and screen captures to enhance the quality of customer service. CallCopy is exhibiting at ACCE at booth number 720.

Among the new features added to cc: Discover are:

-- New WAV form displays additional insight into conversations between agents and customers and allows for greater analysis of vocal WAV patterns to detect hold times, etc.

-- New "one-click" quality evaluation process saves time for the quality team when performing evaluations. Managers can click and score call recordings and then report results in a matter of seconds.

-- Enhanced screen capture playback features mouse-over zoom technology that offers greater analysis without hording screen capture real estate.

-- Increased VoIP and station-side passive tap enhancements, which allow CallCopy to add Computer Telephony Integration-like data without the CTI investment.

-- Advanced archiving enhancements make it easier to search across all data sets, including archived calls.

-- Screen capture wrap-up time allows managers to see what agents are doing in post-call wrap-up modes. This feature delivers enhanced efficiency gains in wrap and post-call modes.

-- Quality management enhancements increase the abilities and power of cc: Quality with new click and drill functionality.

"ACCE offers a great environment and tremendous opportunity to introduce our latest technology to corporate decision-makers and industry leaders," said Ray Bohac, president and chief executive officer of CallCopy. "The latest updates to cc: Discover are a direct result of the feedback that we receive from our loyal base of customers. We built our solution to be flexible and to be able to adapt and grow with the ever-changing dynamics of the contact center industry. We look forward to sharing the latest changes with the hundreds of industry influencers at ACCE."

CallCopy's cc: Discover consists of cc: Voice, cc: Quality, cc: Screen and cc: Survey, which can be combined or used and deployed individually as the needs of the contact center grows. cc: Voice is a single-server, scalable call recording solution that allows organizations to record what they want when they need it in a blended TDM and VoIP call recording environment. cc: Quality is a web-based software that allows users to build custom evaluation forms and tests, and features a reporting engine that delivers a broad range of customizable reports. cc: Screen captures desktop computer screens on-demand or based on blocks of time or activity in third-party applications. CallCopy's cc: Survey is a telephone and Web-based survey application that allows companies to capture the voice of the customer.

For more information on cc: Discover, visit or booth 720 at ACCE.

About CallCopy

CallCopy, Inc. is one of the industry's fastest growing call recording and 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. The cc: Discover platform 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

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