CallCopy Blog

CallCopy will be exhibiting at the International Alliance of Avaya Users (InAAU) conference in San Diego March 31-April 2.  Stop by to learn more about our software suite, cc: Discover, and our many Avaya-certified active call recording solutions, including Device Media Call Control (DMCC, formerly CMAPI).  We are also able to record VoIP and TDM Avaya phone systems through a passive tap to a digital phone line or packet-sniffing for VoIP call recording.  These passive recording methods do not require Application Enablement Services (AES) or TSAPI licensing, and can deliver a comprehensive amount of call data without additional hardware or software licensing on the ACD/PBX.

Desktop screen capture is available for all of our cc: Discover active and passive call recording software installations.  And, as always, quality is included in every system!  With our bundled cc: Quality package, you get a web-based interface to build custom quality monitoring forms with simple or complex scoring, and report on your evaluation results to calibrate your quality, and reveal trends in performance at the group and agent level. 

See you in San Diego!

The VoiceCon show in Orlando was a hotbed of telecommunications all-stars.  All of the major telecom vendors were represented, many of them in large scale, multi-story trade show displays.  We spent a significant amount of time speaking with the folks from ShoreTel, who have been earning a very respectable place in the market.  I had the pleasure of speaking with John Combs, a fellow blogger and Chairman & CEO of ShoreTel, as well as a number of others I met when CallCopy was tested and certified ShoreTel compliant.

Avaya had a sizable display right at the entrance to the demo hall, and they were flanked by Cisco and Mitel.  NEC and Nortel were also nestled toward the front of the room while Siemens, Interactive Intelligence (I3), and Ericsson were more dispersed through the floor.  I was somewhat surprised at how toned-down Aspect’s booth was compared to the other industry titans.

I have to admit that Motorola’s booth talent – a magician – was a good staffing choice for their booth.  He did an excellent job of getting a crowd to sit down for a performance that mixed a little magic, a little humor, and a little product pitching.  I liked the magic best.

ShoreTel’s booth also had a talented speaker, but they had a much stronger focus on their product.  They had a live phone system set up and invited audience members to take it for a test drive.  Honestly, there is no better way to really showcase a product’s intuitive design and ease of use than to have someone who has never used the application before navigate it like a pro in front of a crowd!   This is a strategy we have used many times in our cc: Discover demos, letting people search for recorded phone calls, replay screen capture sessions, and build quality monitoring forms.

Overall, it was a great experience…and that was only the demo floor!

Several of our clients are undergoing green technology initiatives, and CallCopy is proud to be a part of that process. Many corporations are moving to green IT platforms, which involves consolidating technologies and sourcing applications are are able to run with a minimum hardware requirement. Through our own products, as well as the products our partners provide such as CallMiner’s speech analytics application, CallCopy’s cc: Discover suite is able to deliver robust solutions with a fraction of the servers required by similar competing applications.

CallCopy requires fewer servers for a full system deployment, and our clients gain more than rack space. Fewer servers means less power is consumed to run them; HVAC load to keep the servers cool is minimized; there is a reduced load on UPS in the event of power failure; our customers gain better fuel efficiency in a generator if needed to maintain operations in an extended outage. All of this leads to a cleaner environment and adherence to a green technology standard.

As we continue to investigate this trend, we will improve our platform to meet the needs of our clients, the industries they serve, and the environments in which they operate.

While the politicians and economists may argue about our economy and whether recent slowdowns in economic growth truly indicate a recession, it is still as important as ever to make purchasing decisions with respect to the current and future economic outlook. Be it an ACD/PBX, CRM, workforce management (WFM), IVR, speech analytics, or of course call recording and quality monitoring software, any purchase should have a value that outweighs its cost. There should be a justifiable return on your investment, and you should be able to calculate what that return is.

CallCopy’s business development team is able to help you define an ROI for your investment in telephone recording and quality management software. While many of the potential returns on an investment on call recording are similar - if not identical - no matter which solution you choose, there is one key factor that can accelerate your ROI: ease of use.

The single most consistent piece of feedback we have received from our clients is that they love how intuitive our interface is. It is easy to train, and it performas well in the fast paced environment present on the contact center. Because CallCopy is easy to use, your staff will become more proficient in less time, and you will realize the returns on your investment faster that you would with other recording and QM technologies.

CallCopy is also scalable, and can easily be adjusted to reflect changes in your business. If you need to record more calls, or keep them longer, you can take care of this through our web-based administrative portal. cc: Discover is also adaptable to a wide range of technologies, from TDM and VoIP phone recording, to third-party integrations with CRM and WFM applications, CallCopy provides a solution suite that can be the core foundation of a technology platform. A platform that will be recognized as a sound investment in today’s economy, and in the future.