CallCopy Integrated Contact Center Workforce ...
CallCopy Integrated Contact Center Workforce Optimization and Analytics Solution Suite Contact centers measure success by how well customer expectations are met. To maintain the highest standards of service, contact centers – whether large or small – must monitor performance and pinpoint areas of excellence and improvement. A centralized solution
cc: Discover, the award-winning, enterprise-
solution that provides centralized call
that blends TDM and
class workforce optimization solution from
control for a resilient, distributed
VoIP call recording,
Avaya Technology Partner CallCopy,
network of media gateways and a wide
cc: Discover is
provides organizations with a window into
range of analog, digital and IP-based
easy‑to-use and
their contact center performance. It allows
communication devices.
administer. It allows organizations to implement solutions that are scalable enough to meet a
organizations to fine-tune customer service based on data and information resources already available in their operations. Delivering innovative, easy-to-use call recording, quality management, screen capture, speech analytics, performance
• Application Enablement Services is an enhanced set of Application Programming Interfaces, protocols and web services for application developers, ISVs and system integrators providing a new, open platform that supports
wide range of uses,
management and workforce management
helping resolve
capabilities, cc: Discover helps organizations
today’s needs while
determine why customers contact them,
adapting to meet
and make improvements and enhancements
CallCopy DMCC integration uses an Avaya
future needs.
based on those learnings.
certified software-only active VoIP-based
CallCopy cc: Discover, part of the Avaya DevConnect Select Product Program, enables users of Avaya telephony solutions to optimize operational efficiencies and maximize customer satisfaction. cc:Discover is certified to be compatible with Avaya Aura® Communication Manager and Avaya Aura® Application Enablement Services. • Communication Manager is an open,
existing and next generation applications and solutions.
solution suitable for recording both VoIP and TDM (digital and analog) phones. Combining media redirection from Avaya Aura Communication Manager with single step conferencing eliminates the need for a physical connection to the CallCopy server. Using only a standard network connection, the solution can record from VoIP and Avaya digital phones without the overhead of expensive hardware and wiring.
scalable and highly reliable telephony
avaya.com | 1
Features CallCopy cc: Discover is a suite of
customizable program to develop
displays to include recent transactions,
contact center solutions that can be
highly-skilled and motivated agents.
current issues, customer satisfaction,
combined or used separately as contact center needs grow and expand. The suite consists of: • cc: Voice – highly scalable call
Speech Analytics module that identifies opportunities to leverage
call handling and QA metrics (FCR and AHT), and RSS feeds. • cc: Fusion – desktop analytics
business intelligence, reduce
solution that empowers users to
recording solution that can grow and
corporate risk and improve
create contact intelligence from
evolve with an organization’s needs.
operational efficiencies.
data in desktop applications.
It supports VoIP, TDM and blended environments, helping organizations to seamlessly transition from traditional TDM to VoIP. • cc: Quality – fully integrated quality management module that enables users to score calls while listening to and watching the interaction recordings. • cc: Agent – agent coaching and
2
• cc: Analytics – integrated Avaya
• cc: Screen – synchronized screen capture that combines full motion
satisfaction survey module to
video with audio recordings to
capture the voice of the customer,
create a complete view of customer
enabling enterprises to solicit
interactions.
feedback directly from clients.
• cc: Insight – flexible performance
• cc: Reports – advanced reporting
management that enables receiving
engine that delivers actionable
near real-time performance data so
business intelligence through
critical information is available for
powerful reporting and analytics.
training module that enables users
immediate action. A library of
to build an effective and
reporting widgets allows users to tailor
| avaya.com
• cc: Survey – hosted customer
Benefits
About CallCopy
A single cc: Discover installation can
CallCopy, a leading provider of
record from analog, digital and IP hand-
innovative workforce optimization
sets alike, blending a mixed environment
contact center solutions, is dedicated
and paving the way to a full VoIP migra-
to providing the highest standards of
tion. Other benefits include:
customer and employee satisfaction.
• Highly scalable – a single server installation can record up to 150 devices, including voice and screen, while multiple servers can be chained together creating a distributed enterprise solution.
The award-winning, enterprise-proven cc: Discover delivers advanced call recording, screen capture, quality management, speech analytics, performance management, customer survey and workforce management capabilities to organizations of all
• Modular system – the core system
sizes and industries across the globe.
includes call recording quality management, compliance recording,
CallCopy empowers organizations to
agent coaching and training,
gather business intelligence, which can
advanced reporting, and API
be leveraged to help maximize
modules. Optional modules are
operational performance, reduce
available for speech analytics,
liability, achieve regulatory compliance
screen capture, desktop analytics,
and increase customer satisfaction.
performance management, workforce management and satisfaction surveys. • Straightforward design – the cc: Discover solution is intuitively
CallCopy is headquartered in Columbus, Ohio. For more information, visit www.callcopy.com.
easy to learn and use, easy to deploy and easy to support.
System Requirements
About Avaya DevConnect Select Product Program
Depending on the configuration,
The DevConnect Select Product
CallCopy cc: Discover may require Avaya
Program (SPP) offers a powerful
Aura Application Enablement Server 3.0
portfolio of compliance-tested, Avaya-
or higher and Avaya TSAPI licenses.
compatible products and services from established DevConnect Technology
Learn More
Partners. SPP products are handpicked for the SPP portfolio based on their
To learn more about Avaya solutions
strategic value and interoperability
and DevConnect partner CallCopy,
with Avaya technology. SPP products
contact your Avaya Account Manager
eliminate the hassle of managing
or Avaya authorized Partner.
multivendor relationships and are easy
Or, visit us online at
to order through the standard Avaya
www.devconnectmarketplace.com.
order processes.
avaya.com | 3
About DevConnect The Avaya DevConnect Program provides a wide range of developer resources, including access to APIs and SDKs for Avaya products, developer tools, technical support options and training materials. Registered membership is free to anyone interested in designing Avaya-compatible solutions. Enhanced Membership options offer increased levels of technical support, compliance testing, and co‑marketing of innovative solutions compatible with standards-based Avaya solutions. To learn more, or register for membership, please visit www.avaya.com/ devconnect.
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
4
| avaya.com
© 2013 Avaya Inc. All Rights Reserved. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 04/13 • GCC4020DEV-02
cc: Discover, the award-winning, enterprise-
solution that provides centralized call
that blends TDM and
class workforce optimization solution from
control for a resilient, distributed
VoIP call recording,
Avaya Technology Partner CallCopy,
network of media gateways and a wide
cc: Discover is
provides organizations with a window into
range of analog, digital and IP-based
easy‑to-use and
their contact center performance. It allows
communication devices.
administer. It allows organizations to implement solutions that are scalable enough to meet a
organizations to fine-tune customer service based on data and information resources already available in their operations. Delivering innovative, easy-to-use call recording, quality management, screen capture, speech analytics, performance
• Application Enablement Services is an enhanced set of Application Programming Interfaces, protocols and web services for application developers, ISVs and system integrators providing a new, open platform that supports
wide range of uses,
management and workforce management
helping resolve
capabilities, cc: Discover helps organizations
today’s needs while
determine why customers contact them,
adapting to meet
and make improvements and enhancements
CallCopy DMCC integration uses an Avaya
future needs.
based on those learnings.
certified software-only active VoIP-based
CallCopy cc: Discover, part of the Avaya DevConnect Select Product Program, enables users of Avaya telephony solutions to optimize operational efficiencies and maximize customer satisfaction. cc:Discover is certified to be compatible with Avaya Aura® Communication Manager and Avaya Aura® Application Enablement Services. • Communication Manager is an open,
existing and next generation applications and solutions.
solution suitable for recording both VoIP and TDM (digital and analog) phones. Combining media redirection from Avaya Aura Communication Manager with single step conferencing eliminates the need for a physical connection to the CallCopy server. Using only a standard network connection, the solution can record from VoIP and Avaya digital phones without the overhead of expensive hardware and wiring.
scalable and highly reliable telephony
avaya.com | 1
Features CallCopy cc: Discover is a suite of
customizable program to develop
displays to include recent transactions,
contact center solutions that can be
highly-skilled and motivated agents.
current issues, customer satisfaction,
combined or used separately as contact center needs grow and expand. The suite consists of: • cc: Voice – highly scalable call
Speech Analytics module that identifies opportunities to leverage
call handling and QA metrics (FCR and AHT), and RSS feeds. • cc: Fusion – desktop analytics
business intelligence, reduce
solution that empowers users to
recording solution that can grow and
corporate risk and improve
create contact intelligence from
evolve with an organization’s needs.
operational efficiencies.
data in desktop applications.
It supports VoIP, TDM and blended environments, helping organizations to seamlessly transition from traditional TDM to VoIP. • cc: Quality – fully integrated quality management module that enables users to score calls while listening to and watching the interaction recordings. • cc: Agent – agent coaching and
2
• cc: Analytics – integrated Avaya
• cc: Screen – synchronized screen capture that combines full motion
satisfaction survey module to
video with audio recordings to
capture the voice of the customer,
create a complete view of customer
enabling enterprises to solicit
interactions.
feedback directly from clients.
• cc: Insight – flexible performance
• cc: Reports – advanced reporting
management that enables receiving
engine that delivers actionable
near real-time performance data so
business intelligence through
critical information is available for
powerful reporting and analytics.
training module that enables users
immediate action. A library of
to build an effective and
reporting widgets allows users to tailor
| avaya.com
• cc: Survey – hosted customer
Benefits
About CallCopy
A single cc: Discover installation can
CallCopy, a leading provider of
record from analog, digital and IP hand-
innovative workforce optimization
sets alike, blending a mixed environment
contact center solutions, is dedicated
and paving the way to a full VoIP migra-
to providing the highest standards of
tion. Other benefits include:
customer and employee satisfaction.
• Highly scalable – a single server installation can record up to 150 devices, including voice and screen, while multiple servers can be chained together creating a distributed enterprise solution.
The award-winning, enterprise-proven cc: Discover delivers advanced call recording, screen capture, quality management, speech analytics, performance management, customer survey and workforce management capabilities to organizations of all
• Modular system – the core system
sizes and industries across the globe.
includes call recording quality management, compliance recording,
CallCopy empowers organizations to
agent coaching and training,
gather business intelligence, which can
advanced reporting, and API
be leveraged to help maximize
modules. Optional modules are
operational performance, reduce
available for speech analytics,
liability, achieve regulatory compliance
screen capture, desktop analytics,
and increase customer satisfaction.
performance management, workforce management and satisfaction surveys. • Straightforward design – the cc: Discover solution is intuitively
CallCopy is headquartered in Columbus, Ohio. For more information, visit www.callcopy.com.
easy to learn and use, easy to deploy and easy to support.
System Requirements
About Avaya DevConnect Select Product Program
Depending on the configuration,
The DevConnect Select Product
CallCopy cc: Discover may require Avaya
Program (SPP) offers a powerful
Aura Application Enablement Server 3.0
portfolio of compliance-tested, Avaya-
or higher and Avaya TSAPI licenses.
compatible products and services from established DevConnect Technology
Learn More
Partners. SPP products are handpicked for the SPP portfolio based on their
To learn more about Avaya solutions
strategic value and interoperability
and DevConnect partner CallCopy,
with Avaya technology. SPP products
contact your Avaya Account Manager
eliminate the hassle of managing
or Avaya authorized Partner.
multivendor relationships and are easy
Or, visit us online at
to order through the standard Avaya
www.devconnectmarketplace.com.
order processes.
avaya.com | 3
About DevConnect The Avaya DevConnect Program provides a wide range of developer resources, including access to APIs and SDKs for Avaya products, developer tools, technical support options and training materials. Registered membership is free to anyone interested in designing Avaya-compatible solutions. Enhanced Membership options offer increased levels of technical support, compliance testing, and co‑marketing of innovative solutions compatible with standards-based Avaya solutions. To learn more, or register for membership, please visit www.avaya.com/ devconnect.
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
4
| avaya.com
© 2013 Avaya Inc. All Rights Reserved. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 04/13 • GCC4020DEV-02
