SOURCE: CallCopy, Inc.

CallCopy, Inc.

October 21, 2010 11:45 ET

Extracting Business Intelligence in Contact Centers Key to Organizational Success, Finds New Research by Aberdeen Group

Report Underwritten by CallCopy Identifies Emerging Best Practices for Contact Center Solution Usage, Provides Recommendations for Achieving Best-in-Class Performance

COLUMBUS, OH--(Marketwire - October 21, 2010) -  CallCopy, a leading provider of call recording and contact center solutions, today announced the availability of the Unlocking Business Intelligence in the Contact Center research report. The research, conducted by Aberdeen Group and underwritten by CallCopy, reveals the opportunities for improving performance by leveraging business intelligence that can be mined from both unstructured data (such as call recordings, call notes and other ad hoc interactions) and structured data collected via contact center and CRM software.

Backed by extensive input from more than 70 companies, the 26-page report investigates the actions taken by top-performing companies to improve their contact center through the use of operational intelligence. Among the many key findings in the report, research reveals that 62 percent of top-performing respondents apply call center intelligence to customer communications, while 50 percent of top-performing respondents enable operational business intelligence.

The report notes that call recordings are a goldmine of information, but additional tools are needed to uncover the full intelligence contained within them. "Speech analytics provides a deeper variation in the data and better understanding of what is actually driving repeat calls," said Gaurav Patil, research analyst at Aberdeen Group, and author of the study. "How can the contact center agent reduce repeat callers and increase first call resolution? The answers to these questions are well aligned with the deployment of a speech analytics solution."

"The findings in this report validate the importance of extracting business intelligence, and getting it into the hands of decision makers," said Jeff Canter, chief operating officer of CallCopy. "CallCopy's solutions deliver positive ROI by allowing organizations to leverage this intelligence to ensure effective customer service, improve contact center operations and maximize customer satisfaction."

A complimentary copy of the Unlocking Business Intelligence in the Contact Center report is available 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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