Upcoming CallCopy cc: Discover Training Dates:
End User – May 11
Speech Analytics – May 16
Quality Assurance – May 18
System Admin – May 25

These sessions are complimentary to all CallCopy clients.

This session, and the invaluable Q&A that followed the presentation, is available for you to listen to or you can download CallCopy’s informative calibration whitepaper that discusses how effective calibration can improve your quality program.

About the Session:
Calibrating contact center quality assurance (QA) performance is a key practice for ensuring that you are delivering on your organization’s promise to provide excellent customer care and service.

Calibrating to a defined standard of excellence prevents the QA process from being politicized by evaluator preference or prejudice. Failure to calibrate properly can be detrimental to the organization’s strategic goal of differentiation through customer care and service excellence — attributes defined by benchmarks set by leading industry organizations.

Listen to our recorded webinar as we discuss:
• The importance of calibration.
• Identifying when calibration is needed.
• The process for establishing a calibration practice.
• Best practices for conducting calibration sessions.
• Common questions, including calibration frequency, ownership of the process and measuring effectiveness and more!

Download Calibration Makes Perfect – Recorded Webinar | Whitepaper

“Our new version 5.0 includes many enhancements that were the result of direct feedback from our valued customers,” said Ray Bohac, chairman and chief information officer of CallCopy. “We actively ask for feedback to ensure our suite adapts to market needs, and we only include features that are easy to use and promote efficiency gains. This is a significant update, with several new security and analytics features coming together to create simply the best workforce optimization suite on the market today.”

System availability in cc: Discover version 5.0 was improved through a new hot swap capability that protects enterprises from server failure. The resiliency feature detects when the primary recording core fails and automatically triggers a standby server to begin recording.

Upgraded security features include role-based permissions, where settings can be applied to groups of users based upon roles, rather than managing permissions person-by-person. An enhanced auditing system records all system changes with data including originating IP address in order to provide management with greater detail. Audio and screen capture playback now features TLS encryption support.

Both cc: Discover’s speech and desktop analytics were upgraded in Version 5.0. Voice analytics are now considerably more efficient as users can utilize business logic within recording schedules to dictate which calls speech analytics should be run on. Analytics can also now be run remotely, a change which produces lower infrastructure costs and quicker processing. For desktop analytics, archiving rules can now be set based upon the user’s screen workflow, enabling better process flow and more intelligent archiving practices.

Several new recording integrations have been added, including support for cloud-based telephony providers, Cisco MediaSense, Avaya PC 5.0, and Siemens OpenScape Contact Center v8.0. Existing integrations with Cisco Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX) have been updated.

CallCopy will showcase the latest features of cc: Discover v5.0 in a webinar on May 17, 2012 at 1pm EDT. Register at http://www.callcopy.com/cc-discover-v5-demo.

Access to the latest release is available to all CallCopy customers with a current Annual Maintenance contract. For more information please contact info@callcopy.com.

Join us as CallCopy’s Director of Product Management, Matt Madzia provides an overview of the changes and additions to cc: Discover v5.0. Matt will cover enhancements such as:

• System availability through a new hot swap capability
• Upgraded security features include role-based permissions
• Enhanced auditing system
• TLS encryption support for audio and screen capture playback
• More intelligent archiving practices for desktop analytics
• Addition of several new recording integrations

Customers can attend our upcoming cc: Discover v5.0 webinar to learn all about these new features. Come prepared to ask questions during the Q&A at the conclusion of Matt’s presentation. Register now.

To review Coalfire’s complete findings download CallCopy – cc: Discover Suite Version 5.0 PCI PA-DSS Technical Assessment White Paper.

As a QSA, Coalfire is approved by the Payment Card Industry Security Standards Council (PCI SSC) to conduct assessments against the PCI’s Data Security Standard. Coalfire’s assessment focused on transaction processing in the context of Payment Application Data Security Standards (PA DSS) requirements defined by. Using standard forensic tools and techniques, Coalfire constructed a test environment and captured and analyzed sample interactions to determine whether using cc: Discover suite negatively impacted a merchant’s PCI DSS compliance.

Through this independent validation process Coalfire observed cc: Discover’s ability to prevent any cardholder data from being captured, stored or transmitted by automatically blocking recording of cardholder account number and sensitive authentication data including Card Verification Values. After examining the cc: Discover hard drive, Coalfire confirmed that such data is inaccessible to cc: Discover at all times and no cardholder data was discovered in transit or in storage.

Coalfire concluded that cc: Discover may be removed from the scope of PA DSS validation. The suite is not “payment aware” and does not qualify as a payment application according to the PCI SSC’s definition.  Consequently, when implemented properly, cc: Discover suite may be excluded from PCI compliance audits.

“Congratulations on the development of a secure and effective workforce optimization solution that effectively eliminates the capture of cardholder data for storage and processing!”

- Dan Fritsche, Director, Application Validation Services, Coalfire Systems

For additional PCI compliance resources, please visit http://www.callcopy.com/pci.

At this event CallCopy users can share tips & tricks, connect with peers and help shape the product roadmap.

Sign up to receive CONNECT updates and gain access to the exclusive CONNECT page in cc: Community where you can get:

- Up to the minute conference details
- Vote on session topics
- Join the User Group Council
- Sign up to present a session
- Exclusive conference hotel rates
- Early bird registration details
- And more!

Registration begins June 1st.

CallCopy’s WFM solution is unique in that call recording, quality management and workforce management all operate in a single framework. Sharing the underlying data as well as an easy-to-use interface enables unified reporting, advanced application workflows and streamlined system administration.

Use cc: Clarity, CallCopy’s workforce management solution to:

Empower agents to manage their own schedules from any web browser.

“With our new product, we’ve made it simple and efficient for contact center managers to oversee their staff and the countless customer conversations they handle,” said Aaron Cash, director of product management at CallCopy. “Our clients have been asking us to build a WFM solution, and to keep it as easy to use as the rest of our product suite. So, we set out to build a sophisticated, yet easy-to-use solution that provides great value by optimizing operations and maximizing customer satisfaction.”

Watch an overview about cc: Clarity, CallCopy’s workforce management solution.

]]> http://www.callcopy.com/blog/2012/03/19/workforce-management-wfm/feed/ 0 http://www.callcopy.com/blog/2012/03/19/workforce-management-wfm/ http://feedproxy.google.com/~r/callcopy/FaGX/~3/QALx0lLx5DY/ http://www.callcopy.com/blog/2012/03/14/contact-center-conferences/#comments Wed, 14 Mar 2012 15:27:33 +0000 CallCopy http://www.callcopy.com/blog/?p=576 Join us at one of the several conferences we are participating in all over North America, this spring. Stop by, say hello and see what’s new at CallCopy!

Association of Credit and Collection Professionals (ACA)
Spring Forum & Expo
March 21-23 | Las Vegas, NV
Red Rock Casino, Resort and Spa

Enterprise Connect 2012
March 26-29 | Orlando, FL
Gaylord Palms Resort & Convention Center

Télécom 2012
April 24-25 | Boucherville Québec, Canada
Hotel Môrtagne – Meeting Area & Convention Centre

Minnesota High Tech Association (MHTA) Spring Conference
April 25 | Minneapolis, MN
Minneapolis Convention Center

ACCE Conference 2012
May 7-10 | Seattle, WA
Washington State Convention Center

13th Annual Call Center Week 2012
June 4-8 | Las Vegas, NV
Caesars Palace

]]> http://www.callcopy.com/blog/2012/03/14/contact-center-conferences/feed/ 0 http://www.callcopy.com/blog/2012/03/14/contact-center-conferences/ http://feedproxy.google.com/~r/callcopy/FaGX/~3/ZM4pw3YJn-U/ http://www.callcopy.com/blog/2012/03/14/education-videos/#comments Wed, 14 Mar 2012 15:27:13 +0000 CallCopy http://www.callcopy.com/blog/?p=556 Our video library is growing every week! We now have 32 instructional videos covering topics that are critical to your end users, and provide refresher training on demand to all CallCopy customers – at no charge! Do you have an idea for a topic that that you would like to see added to the list? Let us know!

Access to training videos requires client login. Need your cc: Community login information? Click here.

Find all 32 in the Training Videos folder on cc: Community:

CallCopy System Overview:

Quality Assurance:

System Administration:

Your solution was the perfect fit when you purchased it. Now, just a few short years later, you might be running out of server space, or the reports you need to run daily are s..l..o..w..e..r than when you first implemented the solution. These are some signs that it may be time to retire your current server and begin a hardware replacement strategy.

You may need a hardware refresh if your organization is:

We met with Kevin Seeley, CallCopy’s Director of Installations, to get some ideas on how to determine if it’s time for a hardware refresh.

CallCopy: How often should hardware, such as a server, be replaced?
Kevin Seeley: Typically, I’d say 3-4 years; but it really depends on how the server is being used and maintained. Some smaller customers may not have the luxury of an in-house IT staff, a proper data center or server closet. Carefully managing the temperature and humidity is important. Like when you buy a new car and ask the dealer how long it will last – as the custodian, how are you going to drive it; that is going to make a big difference.

CC: How can I tell how old my server is?
KS: Good question, we get that a lot. If you don’t have the purchase date handy, you could query for the oldest call in the CallCopy system to get an idea, or, sometimes you can look server itself for the ‘born-on’ date.

CC: What causes a server to perform poorly?
KS: There are two key factors: age of the server and organizational growth. If you have you experienced growth in your company since your installation, you’re more likely to be a candidate for new hardware. And, if you’re getting ready to expand, you’ll want to re-evaluate hardware requirements as well.

CC: Anything else we should consider?
KS: Keep hardware refresh in mind as you plan future budgets.

CC: Thank you for your time, Kevin. We always appreciate your insight.