cc: Discover suite is a unified software system designed to optimize customer contact centers in enterprises of every size. Its key components include call recording, screen capture, quality management, speech and desktop analytics, performance and workforce management and satisfaction surveys.
Customers use cc: Discover to reach peak operating performance. So what is [...]
Optimizing contact center performance by making key performance indicator (KPI) dashboards available to executives, center managers, supervisors and front-line agents enhances their ability to align their actions with quality standards and enterprise objectives. Information from customer interactions helps identify product problems and service weaknesses as well as workflow bottlenecks. Big data analytics provide [...]
CallCopy continually receives queries from healthcare providers wanting to know precisely how cc: Discover can help them comply with HIPAA and HITECH rules.
cc: Discover protects patient interaction recordings by limiting access to protected health information (PHI) to authorized users. In addition to role-based access security, the system provides file-level encryption and audit trail reporting for [...]
DePaul University in Chicago deployed CallCopy’s call recording, quality assurance and speech analytics tools to establish a centralized, one-stop contact center for answering all student phone inquiries. An integrated telephony solution enabled DePaul to consolidate eight inquiry lines on three campuses into a single-line call handling service.
With CallCopy’s solution suite deployed, now DePaul’s Contact Central [...]
Did you know that CallCopy offers free monthly education sessions for the cc: Discover Workforce Optimization Suite? These 120 minute live webinars provide the ability to get refresher training, educate new users and learn about new features and processes.
CallCopy’s monthly education webinars consists of four separate modules, segmented by core role. Because these roles may [...]
 |
Whitepaper: Call Recording and PCI v2.0 Compliance  |
|
Analyst Report: DMG Product and Market Report |
|
Best Practices Guide: Inner Circle Guide to Speech Analytics |
