SOURCE: CallCopy, Inc.

CallCopy, Inc.

September 28, 2011 12:26 ET

CallCopy Unveils Next Generation Contact Center Workforce Management Solution

Easy-to-Use Feature Set Fully Integrated With CallCopy's Workforce Optimization Suite

COLUMBUS, OH--(Marketwire - Sep 28, 2011) - CallCopy, a leading provider of innovative contact center solutions, today announced the availability of cc: Clarity, a next generation workforce management (WFM) solution that allows contact centers to optimize operational efficiencies, employee satisfaction and ultimately the customer experience.

"With our new product, we've made it simple and efficient for contact center managers to oversee their staff and the countless customer conversations they handle," said Aaron Cash, director of product management at CallCopy. "Our customers have been asking us to build a WFM solution, and to keep it as easy to use as the rest of our product suite. As we began to explore this further, our conversations with numerous contact center executives and managers revealed that while most of them understood the value of WFM, the overly complex and costly solutions on the market were not meeting their needs. So, we set out to build a sophisticated, yet easy-to-use solution that provides great value by optimizing operations and maximizing customer satisfaction."

cc: Clarity is the newest component of CallCopy's cc: Discover workforce optimization (WFO) suite. cc: Discover is a single, flexible solution that allows organizations to implement the functionality that best suits their specific needs. The suite's call recording, quality management, screen capture, speech analytics, desktop analytics, agent coaching, performance management, customer surveys and workforce management all operate in a single framework. Sharing the underlying data as well as an easy-to-use interface enables unified reporting, advanced application workflows and streamlined system administration. The cc: Clarity workforce management solution features:

  • Forecasting and Scheduling: cc: Clarity's powerful algorithms analyze call data to identify and forecast call patterns, and then generates staffing schedules that meet service goals, ensure optimal coverage and minimize costs.
  • Intraday Management: Making real-time decisions is vital to contact centers. Real-time adherence within cc: Clarity enables quick and decisive action by detecting issues before they impact operations.
  • Agent Empowerment: Agents can view schedules, request vacation or swap shifts using various self-service options.
  • Effective Agent Communication: Today's contact center workforce fully embraces social media and mobile devices. cc: Clarity improves staff communication by publishing coverage requests, schedule updates and important notices through these channels.
  • Reporting, Dashboards and Wallboards: Customizable reporting provides insight into schedule adherence for strategic planning and performance improvement. Live operational data can be delivered to dashboards and wallboards.
  • Integration with Third-Party Tools: Investments in existing contact center infrastructure is leveraged with integrations to telephony platforms and other applications.
  • Intuitive Interface: cc: Clarity's intuitive interface reduces learning curves and provides a comprehensive view of contact center operations and customer interactions. Support for iPads® and Android® tablets allows users to actively manage while walking the contact center floor.

"There has been a great deal of consolidation of workforce management vendors over the last several years," said Jeff Canter, president and CEO of CallCopy. "However, the feedback that we've received is that this hasn't really addressed the needs of customers. As typically occurs when a company expands its product line by purchasing another company, the resulting products are cobbled together and don't live up to their promise. Often, these products will share a name, but not much else. They weren't designed to work together, utilize different architectures, interfaces and reporting and end up costing more to support and have low customer adoption. CallCopy customers have the benefit of having a true solution suite."

cc: Clarity goes far beyond the typical features found in standard WFM platforms by redefining the way contact centers are managed. "We wanted to empower our users to manage their center no matter where they or their employees are," added Cash. "Today's workforce is much more mobile than it was even a decade ago. Combine this with the real-time nature of the modern contact center, and you have a paradigm shift in the way centers are managed. cc: Clarity's next generation WFM capabilities address these needs by enabling agile, proactive management and communication."

To learn more about the cc: Clarity workforce management solution, please join us for a live product demonstration on Thursday, October 27, 2011. Register at http://www.callcopy.com/wfm-demo.

Additional information on cc: Clarity can be found at http://www.callcopy.com/wfm.

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, desktop analytics, performance management, customer satisfaction survey and workforce management capabilities to organizations of all sizes and industries.

For more information, visit www.callcopy.com.

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