“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!

The report is aimed at helping “contact center and IT managers find the right product, at the right cost for their contact center, regardless of size”. From a CallCopy perspective, in addition to the independent analysis of our product suite, the customer satisfaction survey provided some very intriguing results. The survey put into numbers the fact that we’re meeting our mission to “provide the highest levels of quality to our customers”.

CallCopy scored above the industry average in each of the six survey categories, including a perfect 5.0 in Implementation. In addition, CallCopy tied for the highest score in the Overall Vendor category, with a score of 4.6. While these are very encouraging results, we’re not going to rest on our laurels. We’ll be striving to do even better in 2009!

A 10-page excerpt of the report is available for download at:
http://www.callcopy.com/documents/dmg.html