COLUMBUS, Ohio – August 19, 2009 – CallCopy, a leading provider of innovative call recording, quality management and performance management solutions, today introduced the cc: Insight Platform, a real-time performance management system. The customizable solution provides a flexible platform for executives and managers to view and respond to actionable data in a quick and concise manner. cc: Insight is offered as an integrated part of cc: Discover, CallCopy's suite of contact center solutions.
The cc: Insight Platform consists of pre-built dashboards, reports and communications tools that can be leveraged across the enterprise. The cc: Insight Dashboard component ensures that critical information is distributed to the right people at the right time. Real-time performance metrics are delivered through a highly customizable interface, which can be displayed on TV screens and supervisor or agent desktops. Additional components allow content to be viewed on mobile devices and smart phones, providing real-time updates anytime, anywhere.
"A contact center has many moving parts, and it can be difficult to ensure that everyone – executives, managers and agents – has access to timely, accurate information," said Tarne Tassniyom, chief technology officer of CallCopy. "The cc: Insight Platform is a content-delivery system that provides management with an efficient way to digest information and effectively communicate in real-time with specific users, groups or the entire organization. In addition, cc: Insight empowers agents to perform self-assessments to quickly gauge their performance against that of their peers, as well as have access to key metrics and information that will help them improve their effectiveness and efficiency."
Content displayed within cc: Insight Dashboard can be customized by leveraging a library of pre-built widgets included with the system. Each widget is designed to deliver a different type of information, such as quality assurance metrics, call data and group performance figures to supervisors, agents or groups....
