CallCopy has made available cc:Discover 4.2, the latest version of its workforce optimization suite. The company says the release upholds its tradition of delivering innovative, enterprise-proven call recording, quality management, screen capture, speech analytics and performance management capabilities.
CallCopy’s product development roadmap is heavily influenced by customer input. Several new or enhanced features assist organizations in delivering an outstanding customer experience, improving productivity and reducing operating expenses, according to the company. They include:
Expanded agent coaching and training – Agent performance is optimized by distributing personalized training curriculums based on individual needs. For efficiency, assigned training can be completed during periods of low activity.
Quality management enhancements – Improvements to the quality management module provide flexibility for organizations looking to achieve higher levels of customer satisfaction. Collaboration is improved through the ability to import and export forms, enabling knowledge sharing with other industry professionals via cc: Community.
Improved user experience – Customer feedback played a critical role in the development of the enhanced user interface, resulting in increased efficiently through intuitive navigation and easy access to data.
“One of our strengths is the ability to deliver value to our customers through a robust, innovative product coupled with exceptional support,” said Jeff Canter, chief operating officer at CallCopy. “As is the case for all of our releases, our customers played a key role in the development process, and have access to all new features through the upgrades included in their support contract.”