Desktop Analytics in the Contact Center – Webinar Top Five Questions

We recently hosted a webinar, Desktop Analytics in the Contact Center, where we unveiled the latest addtion to our Workforce Optimization Suite, cc: Fusion.  cc: Fusion has the ability to easily integrate with virtually any third-party application, enabling data to be captured and inserted into call records as a searchable field. This can be accomplished without the need to build a custom API integration.

We’d like to share the top questions from the Q&A segment of the webinar:

Q: Can we blackout a sensitive field like a credit card number?

A: Yes. cc: Fusion can send blackout triggers to hide the screen capture and mute audio recording while sensitive information is being passed across the line.

Q: How is cc: Fusion looking for certain screen events to trigger an alarm? Is it looking at certain quadrants on the agent’s screen?

A: cc: Fusion is not doing geographical scraping (also known as X,Y coordinate scraping). It establishes unique identities for each field on a screen and applies logic matches to know what/when to parse values out of them.

Q: Does Fusion work with all desktop environments (PC, Citrix, Wnterm, etc.)?

A: Yes.

Q: Is cc: Fusion available as a stand-alone application, or only as a part of the CallCopy recording suite?

A: cc: Fusion is not currently available as a stand-alone application as it relies on communication with the CallCopy API server.

Q: Can fusion deliver prompts to agent based on screen activity? For example an upsell reminder.

A: cc: Fusion is currently communicates with the CallCopy API. We will be introducing functionality in the future that would allow for it to extend its reach to 3rd party components.