SOURCE: CallCopy, Inc.

September 06, 2007 18:27 ET

Cincom to Incorporate CallCopy Suite Into Synchrony Contact Center Solution

Partnership Adds Advanced Recording and Quality Management to Award-Winning Contact Center Solution

COLUMBUS, OH--(Marketwire - September 6, 2007) - CallCopy, Inc. (www.callcopy.com), a leading provider of quality management and call recording solutions for contact centers, and Cincom Systems (www.cincom.com), worldwide software provider, signed a partnership agreement that enables integration between Cincom's Synchrony contact center solution and CallCopy's cc: Discover call recording and quality management suite. Under the agreement, Cincom will resell CallCopy's recording and quality monitoring technology under the Cincom brand.

By integrating CallCopy's technology into the Cincom Synchrony contact center solution, customers will now be able to record and analyze up to 100% of their inbound and outbound calls and use quality monitoring capabilities to improve overall contact center business performance and meet regulatory requirements.

"We evaluated a number of call recording companies before selecting CallCopy," commented Trent Fulcher, director of Customer Experience Management for Cincom. "We saw a great fit with their technology and the diverse call recording requirements of our clients. CallCopy's product suite provides a flexible, scalable, and comprehensive solution that handles industry requirements, government regulations and customers' individual preferences. We're confident that our customers will quickly benefit from the integrated offering."

Cincom Synchrony integrates all of a company's interaction channels, disparate databases, knowledge bases and customer history into a single intelligent desktop -- putting all of the right information at the agent's fingertips. Fast, accurate, and consistent responses lead to improved customer experiences and operational efficiency. Synchrony's unified desktop also results in reduced training times, delivering a consistent, 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 helps contact centers determine the issues that drive customers to contact them, and enables them to learn from those contacts.

"We are excited to integrate CallCopy with Synchrony," explained Ray Bohac, President & CEO of CallCopy, Inc. "The trend toward hosted telephony and CRM solutions is growing, and Synchrony offers an impressive solution for integrated contact management. Our combined offering will help Cincom maintain a leadership position in the hosted contact center market, The cc: Discover suite adds more than just call recording to the Synchrony platform; it includes a full quality management suite. Other features, such as speech analytics and surveys, will be soon to follow."

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 you can deliver the highest levels of quality to your 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, bringing easier integration to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between your different systems, CallCopy helps bring the 360 degree view of your performance into a 3-D perspective.

About Cincom Systems

Cincom delivers and supports innovative software and solutions to simplify complex business processes. For nearly 40 years, Cincom has empowered thousands of clients worldwide to transform their businesses and outperform the competition by providing ways to increase revenue, control cost, minimize risk, and achieve rapid ROI.

Cincom Synchrony is a multi-channel contact center and unified agent desktop solution proven to enhance customer relationships while optimizing agent and business-user efficiency. Available hosted or on-premise, Synchrony provides inbound and outbound sales, marketing and customer-service environments with a high-value, low-cost contact center solution.

Cincom serves clients on six continents including BMW, Citibank, Boeing, Ericsson, Penn State University, Milacron, Siemens, and Trane. For more information about Cincom's products and services, contact Cincom at 1-800-2CINCOM (USA only), send an e-mail to info@cincom.com, or visit www.cincom.com

Cincom, Synchrony and the Quadrant Logo are trademarks or registered trademarks of Cincom Systems, Inc. All other trademarks belong to their respective companies.

© 2007 CallCopy, Inc. All Rights Reserved.

Contact Information

  • Media Contacts:

    Rick Daley
    CallCopy
    614-340-4999
    Email Contact

    Jillian Phelan
    Corporate Public Relations
    Cincom Systems, Inc.
    513-612-2104
    Email Contact