CallCopy Blog

DMG Consulting, the leading provider of market research and consulting services for contact centers, recently published its 2008 – 2009 Quality Management/Liability Recording Product and Market Report.

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

The  2.Ohio Innovation event was a huge success. This central Ohio event featured technology stars from around the country:

Reid Hoffman: Founder of LinkedIn
Judy Estrin: CEO of JLABS, former Cisco CTO, and author of Closing the Innovation Gap: Reigniting the Spark of Creativity in a Global Economy

Michael R. Nelson: Adviser to the Obama campaign on technology issues, Professor, Internet Studies,Georgetown UniversityCraig Newmark, the founder of CraigsList, also made a guest appearance and spoke at the reception afterwards.

The central theme that stood out to me in all of the conversations was the shift in the global workforce and the positioning of our country in competitiveness.

Great Coverage by Gary Moneysmith at http://www.moneysmith.com/2008/10/12/2ohio-private-reception-blog-coverage/ and Lara Kretler at http://www.larakretler.com/?p=136

DestinationCRM.com, and online publication from the editors of CRM Magazine, recently featured CallCopy’s cc: Survey in an article titled “Changing the Paradigm of the Contact Center” by Christopher Musico.

The article focuses on the many benefits of IVR surveys as well as web-based surveys in collecting customer feedback.  The paradigm shift relates to the ability to focus the data toward multiple goals, providing valuable data to marketing and HR as well as the contact center.  Surveys are evolving from simple data collection to advanced analysis of employee and customer opinions for true enterprise feedback management.

cc: Survey is offered as a hosted application, taking advantage of Software as a Service (SaaS) to make it cost effective as well as easy to use and manage.

The article is available at:

http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Changing-the-Paradigm-of-the-Contact-Center-50219.aspx 

CallCopy was a premier sponsor for the ShoreTel Champion’s Summit last week in Las Vegas.  We hit the show floor with a ShoreTel mobile demo unit complete with cc: Voice call recording installed, and recorded dozens of live calls as we demonstrated our integration.  We also unveiled our new live monitoring feature, which was well received as well.  Thanks to our friends at Americom Technologies out of Salt Lake City for loaning us their mobile demo box!

It is not hard to see why ShoreTel has enjoyed such steady growth.  The team that put the event together were excellent hosts, and the channel partners were very enthusiastic.  I know they say “what happens in Vegas stays in Vegas,” but in this case I’m sure hoping the enthusiasm and success we saw last week goes global!

CallCopy is proud to be a sponsor for the ShoreTel Champion’s Summit in Las Vegas, July 22-24.  The event brings together ShoreTel’s leading channel partners for informative workshops and training sessions.  CallCopy and other technology partners will be showcased in the Exhibit Hall. 

For our current and prospective ShoreTel distributors, we are excited to meet with you and demonstrate our technology.  Our three ShoreTel-certified call recording solutions are suited for small business as well as enterprise call centers.  We will demo cc: Discover’s call and screen recording, as well as our robust suite of quality monitoring tools.  We will also have information available for CallCopy Essential, our new recorder specially packaged for small call centers that need VoIP call recording.