Cincom Systems, worldwide software provider, and CallCopy, Inc., a leading provider of quality management and call recording solutions for contact centers, signed a partnership agreement that enables integration between Cincom’s Synchrony contact center solution and CallCopy’s discover call recording and quality management suite. Under the agreement, Cincom will resell CallCopy’s recording and quality monitoring technology under the Cincom brand.
By integrating CallCopy’s technology into the Cincom Synchrony contact center solution, customers will now be able to record and analyze up to 100 percent of their inbound and outbound calls.
“The trend toward hosted applications is growing, and Synchrony offers an impressive solution for advanced contact centers,” said Ray Bohac, president and CEO, CallCopy. “Our combined offering will enable Synchrony users to meet call recording industry requirements, government regulations and customers’ individual preferences. The cc: Discover suite adds more than just call recording to the Synchrony platform; it includes a full quality management suite. Other features, such as speech analytics and surveys, will soon follow.”
Cincom Synchrony integrates all of a company’s interaction channels, disparate databases, knowledge bases and customer history into a single intelligent desktop - putting all of the right information at the agent’s fingertips. Fast, accurate, and consistent responses lead to improved customer experiences and operational efficiency. Synchrony’s unified desktop also reduces training times, delivering a consistent, simplified interface that is much easier for agents to learn.
Just as Synchrony unifies the desktop, CallCopy unifies the interaction data that comes from many sources - agents, customers, and voice and data networks. By combining call recording technology with quality management tools, speech analytics, surveys, and other useful applications, CallCopy helps contact centers determine the issues that drive customers to contact them, and enables them to learn from those contacts.
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