Ventana Research: CallCopy Continues to Refine Agent Performance Management

Richard Snow, Global VP & Research Director at Ventana Research, recently wrote an insightful post on the state of contact center technology, and CallCopy’s position in that market.

“About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software…”

In order better reflect current market conditions and to “recognize that companies now have to manage more channels of communication and that more people, including home workers, are engaged in handling interactions,” Ventana has refined its definition of agent performance management (APM) to include interaction recording, quality monitoring, workforce management, training, coaching, incentive management, agent-related analytics and performance management.

“My research into the state of contact center technology shows that many companies use stand-alone products for call recording and quality monitoring. But more mature companies are now considering integrated product suites such as CallCopy’s that integrate all the components of APM. Such systems can reduce effort by enabling passage of data between applications and thus provide a more holistic approach to managing the total workforce who handle customer interactions.”

CallCopy also recognizes the tremendous value in being able to deliver a more holistic view of the contact center. This is why we continue to develop new features and functionality within our solution suite, with desktop analytics being the latest addition. It’s this type of forward thinking and innovation that provides value to our customers and in turn has led to our own organizational success.

Thank you for the continued coverage, Richard!