CallCopy releases new insight performance management software
Jun 12, 2013 (Datamonitor via COMTEX) --
CallCopy, Inc., a provider of contact center workforce optimization solutions, has released its new insight performance management software.
Insight is a cloud-based application that goes beyond the simple dashboards offered by existing performance management software by incorporating speech and desktop analytics. This allows the unstructured data typically stored as recorded contact center interactions to be correlated with structured data from other sources across the organization, including CRM, ERP, HR, WFM, and other applications, the company said.
After analyzing the multiple data points, Insight delivers its findings to individuals empowered to act on the intelligence. Users are able to access key performance data tailored for their specific role, anytime, anywhere. This information contained in the clear graphical displays can be used to improve any aspect of the contact center, from the executive level down to the individual agents.
Users have the option of operating Insight as part of CallCopy's cc: Discover suite, or as a stand-alone enhancement to other contact center systems. Being cloud-based, Insight reduces total cost of ownership by reducing administration and server costs. Data feeds automate the process of aggregating data from sources across the organization, which then contributes performance measures to views personalized to each user's role, the company added.
Ray Bohac, chief information officer at CallCopy, said: "CallCopy's new Insight performance management software consolidates data from diverse sources across the organization, providing a unified view of contact center performance. The intelligence is delivered to staff at all levels, providing them with clear and immediate visibility into performance and emerging issues, so they can respond appropriately, maintaining full accountability and transparency."
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