From the Experts
SIP Trunking News
[November 28, 2012]
CallCopy and Vertical Solutions, Inc. Partner to Enhance Customer Experience & Field Service Management Platform
COLUMBUS, Ohio and CINCINNATI, Nov. 28, 2012 /PRNewswire via COMTEX/ -- CallCopy, a leading provider of innovative contact center call recording and workforce optimization (WFO) solutions, and Vertical Solutions, Inc. (VSI), a developer of CRM/CXM and service management solutions, today announced the two companies have partnered to integrate CallCopy's robust cc: Discover call recording and WFO suite within VSI's VServiceManagement(TM) and VContactCenterTM cloud-based customer support and field service platforms.
The integration enables VSI's customers to record live customer calls and access previously recorded calls to improve service delivery and agent performance with a HIPPA and PCI-compliant solution. The cc: Discover integration can be customized to meet specific VSI customer needs, providing CRM agents, call center managers and field service representatives with instant access to valuable insights based on previous customer interactions to resolve issues more efficiently and enhance customer satisfaction.
The synergy of the cloud-based solutions enables both on-premise CRM and help desk agents and field-based technical support representatives to access the same customer data in the VSI/CallCopy system from anywhere--in the call center or in the field--to streamline service delivery.
"Integrating CallCopy's call recording and WFO with VSI's exceptional CXM solution provides an outstanding opportunity for our customers to maximize both service and business efficiency with a seamless, simple-to-use system," said Ray Bohac, chief information officer of CallCopy. "With built-in compliance and litigation-quality call recording, the combined technology is a value-added solution that resolves multiple business issues with a single platform." The VSI/CallCopy integration not only gives users immediate insight into customer issues beyond data entered manually during customer service calls, but also enables users to review customer calls to resolve billing errors and disputes, track warranty and contract services and capture data for legal defense.
"Our contact center and business process outsourcing customers, as well as our technical services customers, are in complex service environments and must comply with regulatory, warranty management, and other requirements that demand a comprehensive audit trail," said Ron Wegmann, Sr., CEO of VSI. "Integrating CallCopy's quality management solutions with VSI's VSPTM applications enables us to help our joint customers reduce risk and remain in compliance." About CallCopy:CallCopy, a leading provider of innovative contact center solutions, is dedicated to ensuring the highest standards of satisfaction. The award-winning, enterprise-proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech analytics, desktop analytics, performance management, customer satisfaction survey and workforce management capabilities to organizations of all sizes and industries. For more information, visit www.callcopy.com.
About Vertical Solutions, Inc. (VSI)Vertical Solutions, Inc. develops, implements, and supports best-in-class CXM (Customer Experience Management) Contact Center and Service Management solutions, including PowerHelp® and its new generation technology solutions, VContactCenter(TM), for internal, external, and hybrid contact centers, and VServiceManagement(TM), for customer support, field service, and mobile environments. It also develops, implements, and supports patient services technology solution VHealthTracker(TM). These application systems are built on a SOA-compliant, cloud-based technology platform and are delivered as a service or on-premise in a private or public cloud environment. VSI's applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. For more information, visit www.VertSol.com or call 1.800.466.0238.
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