Desktop Analytics
Automatically extract data to enhance the cc: Discover experience.
CallCopy’s desktop analytics platform, cc: Fusion, seamlessly integrates with your employee desktop workstations to extract relevant data from the applications they use, and store that data within the cc: Discover Workforce Optimization Suite.
Desktop Analytics Customer Scenarios:
Data entered into applications can be automatically extracted and stored with recordings in cc: Discover, and then be leveraged through the rest of the product suite.
PCI Compliance:
- To ensure PCI compliance, businesses processing credit card transactions can pause recordings during credit card entry, ensuring that sensitive data, such as PAN, is not stored on disk.
Identity Verification:
- Organizations may require the caller’s identity to be verified before making changes to a customer’s account.
- By detecting the entry of a PIN or an ID Number, and updating the corresponding recordings as “VERIFIED”, call center management can ensure that agents are properly performing identity verification on all transactions.
Healthcare Records:
- A healthcare provider needs to organize recordings by internal patient ID number.
- By detecting that number in the patient management system, recordings can be updated with the ID number for quick retrieval.
CRM Data:
- A technical support organization needs to update all recordings with the corresponding incident case number, to analyze complex customer issues requiring multiple agent interactions.
- By extracting the case number from each agent’s CRM session, incidents with multiple interactions can quickly be recreated and analyzed.
