cc: Discover Workforce Optimization Suite

Transcription

1 cc: Discover Workforce Optimization Suite In today's highly competitive market, providing quality customer service is critical to a company's success. cc: Discover, CallCopy s award-winning workforce optimization (WFO) suite, enables organizations to optimize operational efficiencies while maximizing customer satisfaction by leveraging next generation call recording, quality management, screen capture, speech analytics and performance management capabilities. Our goal is to provide solutions that deliver immediate value across a variety of industries, implementation requirements and business environments. But we also understand that organizational goals change and priorities shift. Whether you're a SMB or an enterprise organization, our flexible, modular solution easily scales to your expectations to help bridge the gap between the needs of today and the goals of tomorrow. Easy-to-use interface. Highly scalable chain together multiple servers for a distributed enterprise solution. A single installation can blend analog, digital and IP handsets. Server redundancy ensures enhanced data survivability and disaster recovery capabilities. A single-server installation can record up to 150 devices (including voice and screen). Compatible with most PBX platforms including Avaya, Cisco, Nortel, Siemens, Aspect, Alcatel, ShoreTel, NEC and more. Unlimited playback licenses. Rated #1 in Overall Product & Vendor Satisfaction by DMG Consulting.

2 Flexibility is key when it comes to providing a feature-rich contact center software solution. cc: Discover lets your organization identify unique operational strengths while defining opportunities for improvement so you can have a real impact on the bottom line. Core solution modules cc: Voice Highly scalable call recording solution that grows and evolves with your needs. Supports VoIP, TDM and blended environments, and assists in the transition from TDM to VoIP. cc: Quality Fully integrated quality management (QM) module allows you to score calls while listening to and watching the interaction recordings. cc: Agent Agent coaching and training module allows you to build an effective and customizable program for developing highly-skilled and motivated agents. cc: Reports Advanced reporting engine leverages Microsoft's SQL Reporting Services to deliver actionable business intelligence through powerful reporting and analytics. API CallCopy s application programming interface (API) allows for a seamless integration with thirdparty applications. Optional solution modules cc: Analytics Streamlined speech analytics solution identifies opportunities to leverage business intelligence, reduce corporate risk and improve operational efficiencies across the organization. cc: Screen Synchronized screen capture combines full motion video with audio recordings to create a complete view of customer interactions. cc: Fusion Desktop analytics solution empowers you to create contact intelligence out of the data in your desktop applications. cc: Insight Flexible performance management platform delivers critical information to key people in real-time, anywhere. cc: Survey Hosted customer satisfaction survey module is the perfect tool for your enterprise feedback management needs. cc: Clarity Advanced, yet easy-to-use workforce management solution with forecasting, scheduling and analytic components. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Published by CallCopy, Inc. Copyright All rights reserved. CC-DS

3 cc: Voice Call Recording cc: Voice, CallCopy s award-winning call recording solution, grows and evolves with your business, whether you re a large enterprise or a small-to-medium business (SMB). Our flexible call recording system is configurable to your unique specifications so you can record what you need, when you need it. to get the job done right cc: Voice is just one part of the comprehensive cc: Discover solution designed to improve your contact center s operational performance. With an extensive, feature-rich product offering, cc: Voice provides the flexibility, efficiency and strength to handle all of your recording needs. Key features Priority-based scheduling allows you to customize call recording schedules based on user-defined variables and priority rankings to ensure that high priority calls are not missed. Priority-based archiving allows you to decide which call recordings are stored short-term and which are archived indefinitely. Synchronized screen capture allows you to play back call and screen recording simultaneously to identify workflow issues and improve Optional compliance recording bundle helps maintain PCI compliance. Unlimited playback licenses are included. You can block call recording on specific call profiles or create custom recording rules based on call direction, ANI, DNIS, VDN and more. to meet your unique needs cc: Voice offers reliable call recording that promotes quality monitoring, process compliance, dispute resolution and agent coaching and training. And that s just the beginning. Our modular design allows the solution to expand with your needs additional "We were impressed with CallCopy's understanding of the needs of call centers and the managers responsible for running them, whether we were talking to the sales area, service support or the installation team." -Tom Mauer, functionality is easily added on a timeline that makes sense for Member Services Manager, ECCU your business. You call the shots, we build the solution.

4 Flexibility that works Our solution is compatible with numerous telephony platforms, including Avaya, ShoreTel, Cisco, Siemens, Nortel, Aspect, Alcatel, NEC and many more. We offer flexible recording modes to support your business requirements, including 100% recording, random/scheduled recording and on-demand recording. Your contact center won't outgrow cc: Voice, which will scale with your needs and can assist in the transition from TDM to VoIP. We are experienced in serving the unique needs of a variety of industries, including healthcare, financial trading, banking/credit unions, outsourcers and more. Whatever your reason for recording, we support your business goals including quality assurance, dispute resolution, agent training and coaching, performance optimization and compliance. Our application programming interface (API) and software development kit (SDK) are included with every installation and offer flexible integrations with third-party applications such as customer relationship management (CRM) platforms, workforce management (WFM) applications and interactive voice response (IVR) systems. so you can be too cc: Voice is easy to learn and easy to use our support team will provide you with the knowledge you need to make the most of your resources. Key features like priority-based scheduling, CTI integration and advanced search ensure that you can spend your time wisely. Efficient for you and your resources cc: Voice utilizes a small hardware footprint a single server supports up to 175 agents. Call recordings can be leveraged for agent training to improve efficiency and reduce average handle time (AHT), resulting in lower operating costs. cc: Voice contains an intuitive user interface as well as flexible configuration. Our CTI integration allows you to leverage your existing infrastructure for a seamless integration with most popular telephone systems. Advanced search lets you quickly locate and play back call recordings through a simple-to-use query tool. Our solution is installed in days, not months so you can get started right away. All major/minor upgrades 24 x 7 x 365 support coverage Support via phone, & Web Remote support/training Access to online support tools and Knowledgebase Regular maintenance checkups Monthly training sessions 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-CR

5 cc: Quality Quality Management the difference an effective, customizable quality management solution can make The case for quality isn t new: quality drives customer satisfaction, and customer satisfaction drives customer loyalty. That s where cc: Quality, CallCopy s quality management (QM) module, comes in. cc: Quality allows you to maintain the highest levels of quality without sacrificing time or resources. Raising the bar on Your organization has invested countless hours creating and refining the internal processes that support operating efficiencies and revenue goals. But these procedures are only as good as how well they are followed ensuring employee compliance is critical. A proven quality management platform provides your quality assurance and management staff with a clear way to evaluate employee performance, ensure adherence to corporate procedures and maximize staff productivity. Key features Included with all installs no additional licensing is required. Unlimited playback and QM reviewer licenses included. Play back synchronized call and screen recordings simultaneously for easy scoring. Flexible, easy-to-use form builder lets you create custom forms in minutes. Detailed reporting provides insight to the data so you can make decisions based on the metrics that matter most. Library of standard reports included, along with the ability to create and share custom reports. to fit your distinct needs It takes a thorough understanding of your unique business drivers to deliver an effective quality management program. CallCopy understands this, and will work with you to design the right solution. We take several factors into consideration when building your solution: your existing technology, your performance measurements, your future goals and, of course, your budget. The result is an effective way to monitor quality and calibrate to organizational standards. "A quality assurance program isn t an option for contact centers; it is essential for the success of the contact center and entire organization." -Donna Fluss, President, DMG Consulting

6 Flexible evaluation form creation and scoring Easily create multiple web-based evaluation forms in a matter of minutes without relying on IT staff. Add questions, sections or responses to your forms with a simple click of the mouse. Build as many forms as you need each with an unlimited number of sections, questions and responses. Choose the weighting for each section, question and response for customized scoring. Form scoring supports auto-fail for critical elements (section or entire form) with non-applicable questions factored out when scoring. Quality Management Benefits: Improve Lower average handling time (AHT). Increase first contact resolution (FCR). Resolve customer issues quickly. Enhance tool usage and process flow. Improve staff morale and productivity. Identify areas to increase profitability. reporting lets you monitor what matters most A diverse range of reporting options are available through integration with Microsoft SQL Server Reporting Services (SSRS), allowing you to quickly and easily monitor center performance and optimize service and performance levels. Powerful, ready-to-use reports can be used to spot trends as they emerge at the group or individual level. Find your top performers and use their recordings for coaching and training, or identify those individuals in need of coaching, and know for certain what they need to learn. Drill down into meaningful data Use cc: Quality s reporting engine to dive deep into your data, spotting performance trends at each level of your organization. Leverage calibration reports to collaborate and establish consensus on QM criteria and evaluations. Filter your reports by date range, groups/departments, agents, managers/supervisors or training class. Use form-level summaries, calibration tables, sectionlevel details and question-level details to build meaningful analytics reporting. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-QM

7 cc: Screen Desktop Screen Capture the benefits of understanding, assisting and improving agent performance CallCopy's cc: Screen empowers you to improve efficiency, customer service and quality. cc: Screen combines full motion video with synchronized audio recordings to create a comprehensive view of customer interactions. This insight can leveraged to improve the overall level of service you provide to customers. Key features Recording Playback Full motion video, captured at variable bitrate. Support for multiple monitors. Record remote offices and at-home agents. Continue to record after-call work when the phone conversation ends. Sensitive information can be blacked out to comply with regulatory requirements such as PCI (available with the optional compliance recording bundle). Record and chat sessions. Agents will not notice any change in system performance when recording begins. Synchronized audio/video playback is seamlessly integrated into CallCopy's quality management module. Click and drag to zoom in on areas of interest. Recordings are easily exported, archived or shared in standard (MPEG or.avi) or encrypted formats.

8 because time is money cc: Screen lets you identify workflow issues, improve your training materials and monitor and manage and chat usage while encouraging effective use of agent tools. Customizable recording options either timebased or triggered by third-party applications result in an effective solution for monitoring performance of blended agents or off-phone agents, both in the contact center and in the back office. Identify workflow issues cc: Screen helps you identify the strengths of your agents while also identifying areas where they may be struggling. Having a better understanding of agent weaknesses allows you to provide additional training where needed, leading to improved agent efficiency, which in turn means improved average handling time (AHT), increased first call resolution (FCR) and more satisfied customers. Leverage advanced chat and recordings CallCopy s advanced application programming interface (API) allows third-party chat applications to send recording triggers to cc: Screen, enabling it to record the duration of the chat session. These applications can also update the CallCopy recording with additional information about the chat, such as the customer s ID, or the customerfacing webpage that initiated the chat. Ensure quality interactions cc: Screen seamlessly integrates with cc: Quality, CallCopy's quality management solution, allowing you to view recordings while performing agent evaluations. cc: Quality also allows you to create specific forms for evaluating chat and transactions, and aggregate them within your contact center s overall quality campaign. Augment your training curriculum with real-world examples cc: Screen lets you find the people who are most efficient at using desktop applications, such as your CRM or other tools. Once you've identified your top performers, their recorded interactions can be leveraged to coach and train the rest of your staff to reach optimal performance levels. Desktop screen capture also allows you to provide greater consistency in your training. You can create your own multimedia training material using recorded calls, pre-screened for content and quality. This ensures your trainees learn how to handle difficult callers as well as everyday scenarios, resulting in higher levels of quality delivered on a more consistent basis. Utilize flexible, timed schedules By defining periods of time during which agent desktops will be recorded, CallCopy s timed schedules (available via an add-on module) provide a quick and easy way to ensure chat and s are captured. The flexible schedules can be set up for timed intervals, such as every 15 minutes or every 30 minutes. The schedules can also be set up by day of week and time of day, allowing you to record agents on a schedule that suits your needs. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-SC

9 cc: Analytics Speech Analytics the immediate impact a streamlined speech analytics solution can have on business performance cc: Analytics, CallCopy s phonetics-based speech analytics solution, quickly locates key words and phrases contained within call recordings, identifying opportunities for leveraging business intelligence, reducing risk and improving operational efficiencies across the organization. Key features powered by a sophisticated, easy-to-use search engine Benefits Key word/phrase spotting Analyzes up to 100 percent of call recordings, locating business-critical key words and phrases. Phonetics-based engine Delivers accurate, near-real-time results, compatible with non-standard words such as jargon, slang and foreign words in native tongue. Silence detection Detects abnormal pauses or holds, indicating potential workflow issues and areas needing process improvement. Confidence scoring Ensures accuracy and minimizes false positives by assigning probability scores to results. Stereo recording Distinguishes between customer and agent, and locates instances of cross-talk. Speech Analytics Benefits: Quickly spot new trends in call flow. Identify agent up-training or coaching opportunities. Improve internal process adherence. Quickly locate satisfied or disappointed customers. Assess business drivers. Locate mentions of competitors. Extend business intelligence throughout entire organization. Low total cost of ownership (TCO) Low hardware requirements, fast implementation and no expensive professional services engagements combine to deliver a low TCO. Fast time-to-value cc: Analytics delivers business value sooner, without the need for lengthy up-front assessments or calibration periods. Small hardware footprint A single server can analyze up to 1440 hours of calls per day (the equivalent of 180 agents working eight-hour shifts). Additional servers can be added as needed. Easy-to-use cc: Analytics does not require a dedicated analyst to operate. Results are intuitively displayed within the interface, and are easily fine-tuned.

10 Knowledge sharing through data discovery cc: Analytics phonetics-based engine allows organizations to search large volumes of audio for multiple terms of interest. Audio files containing the specific term(s) can be accessed quickly and easily. This ability to locate key phrases in continuous audio extends the benefits of speech analytics beyond the contact center by allowing the business intelligence that is gathered to be shared across the entire organization, including marketing, legal and administrative departments. Increased efficiency through versatile search capabilities By delivering lists of audio samples requiring further analysis, cc: Analytics locates the proverbial needle in a haystack, allowing reviewers to take a highly-targeted approach to satisfying your unique business goals. Valuable, effective insight solution aligned with your strategic business needs Our solutions provide organizations with an overall view of performance across their entire operation. Near-realtime indicators of potential compliance issues allow for fast intervention, improving both agent performance and Software that provides critical business intelligence Our phonetics-based engine is capable of making multiple searches across thousands of recorded calls to identify valuable business intelligence. cc: Analytics allows organizations to quickly locate and retrieve calls that contain mentions of competitors, phrases indicative of decreased customer satisfaction and other service-level KPIs. Improve risk management quickly and easily cc: Analytics significantly improves risk management by delivering the unique ability to monitor up to 100 percent of calls. This enables a full view into corporate risk status. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-SA

11 CallCopy s application integration platform, cc: Fusion, seamlessly integrates with your employee desktop workstations to extract relevant data out of their web browsers and other utilities, and store that data within the cc: Discover Workforce Optimization Suite. Customer Scenarios Data entered into applications can be automatically extracted and stored with recordings in cc: Discover, and then be leveraged through the rest of the product suite. PCI Compliance To ensure PCI compliance, businesses processing credit card transactions can pause recordings during credit card entry, ensuring that sensitive data, such as PAN, is not stored on disk. Identity Verification Organizations may require the caller s identity to be verified before making changes to a customer s account. By detecting the entry of a PIN or an ID Number, and updating the corresponding recordings as VERIFIED, call center management can ensure that agents are properly performing identity verification on all transactions. Healthcare Records A healthcare provider needs to organize recordings by internal patient ID number. By detecting that number in the patient management system, recordings can be updated with the ID number for quick retrieval. CRM Data A technical support organization needs to update all recordings with the corresponding incident case number, to analyze complex customer issues requiring multiple agent interactions. By extracting the case number from each agent s CRM session, incidents with multiple interactions can quickly be recreated and analyzed.

12 Technical Details cc: Fusion is an add-on module that will allow you to extend your call recording investment and does not require custom development. Before you get started, an engagement with our experienced ProServices team is required to evaluate your current business processes. This engagement will help ensure cc: Fusion is optimally configured for the overall success of your solution. User Interface Text Extraction cc: Fusion supports most major UI technologies on Windows. That includes Win32, MFC, VB6, WinForms, Java, WPF, Flash, Flex, AIR, PDF, Internet Explorer and Firefox. Supports Microsoft Windows Desktop operating systems. Updates up to 15 unique data fields. cc: Fusion is licensed per workstation. You can be confident in the performance of cc: Fusion s text extraction capabilities. We offer 100% accuracy with most common applications. Common applications include: Microsoft Office Internet Explorer FireFox Adobe Reader Most and Instant Messenger Applications Open Office Remote Desktop and Citrix are technologies supported as well as green screens. Operating Systems This feature is compatible with Windows 2000, XP, Vista, 7 x32 and x64 editions. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-FU

13 cc: Insight Performance Management the most flexible way to monitor business operations Employees, managers, and executives are inundated with information. Multiple tools providing countless data points make it difficult to cut through the noise and focus on metrics that matter. CallCopy s cc: Insight provides a flexible platform for delivering actionable data in a quick and concise format, ensuring that critical information gets to the right people for immediate action. Valuable tools that help you Customizable content and layouts ensure that the right people get the right data, at the right time. Pre-built dashboards, reports, and communication tools bring value to the contact center, but the value they provide can be leveraged across the enterprise. cc: Insight Benefits: Empower employees to perform selfassessment by providing them with the tools to quickly gauge their performance compared to their peers. Provide management "peace of mind by ensuring that agents have real-time access to actionable data. Improve efficiency of agent management by pushing key metrics and information to the workforce. Key features Design a custom layout to meet the needs of a specific user role or use one of the pre-configured versions provided. Users can have multiple toolbar layouts. View customizable content, configurable for display on individual devices: o TV screens Display group metrics and messages/notifications on a public monitor. o Supervisor & agent desktops A toolbar shown at the top of a monitor ensures that agents have real-time visibility into key performance metrics. o Mobile devices & smart phones (iphone) Supervisors can monitor center performance and receive critical updates anytime, anywhere. CallCopy s cc: Insight provides a flexible platform for ensuring that the right people get the right information, at the right time.

14 mean greater customization for your business The cc: Insight Dashboard allows users to display contact center data in a customized manner. Users can pick and choose the information that is displayed in a given layout by simply selecting the desired widget(s). In addition to including the pre-built widgets listed below, all new widgets produced by CallCopy are available to the user community. In addition, users have the ability to upload and share any custom widgets they create using the software development kit's (SDK) platform documentation and sample code. Widget Update Ticker RSS Reader Current Issues QA Metrics Recent Call List Customer Satisfaction Project Time Tracker Call Metrics Group Call Metrics Description / Sample Use Scrolling update messages provide content organized at group level or server wide. Push industry-related content feeds to your team. Status page of current issues and outages impacting the organization provides early warning notifications. Display the agent s recent QA performance. Provide a list of recent calls for quick reference. Survey-driven customer service metrics. Allow employees to track project or non-phone time. Display call volume and average handle time on an hourly, daily and weekly basis. Display overall group metrics (useful for supervisors). Agents can also use to baseline themselves against the rest of the group. technical specifications cc: Insight employs an extremely flexible design framework using open standards. Core platform MSSQL driven backend, with integration to SQL Reporting Services. Utilizes IIS for web services. Additional database integrations are available. Development environment Integrated development environment (IDE) provided. Components are built with HTML, JavaScript, Microsoft Visual C# and Microsoft ASP.NET. Development guide with sample source code is provided. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-PM

15 cc: Survey Customer SatisfactionSurveys what your customers really think Your customers know the important things. They know why they buy your products and services. They know if their issues are truly resolved. They have opinions on what you do well (or not so well). With cc: Survey, you can engage your customer to get insight on these issues and many others. cc: Survey allows you to better understand your customers a significant advantage in today's highly competitive market. Key benefits Gain insight into your customers' preferences and motivations. Identify new business opportunities and potential threats. Improve customer interactions by ensuring alignment between your quality management program and customer expectations. Improve the product development process by sharing customer feedback throughout the organization. solution, results CallCopy's customer satisfaction survey module is the perfect tool for feedback management because it complements existing call monitoring and seamlessly integrates with the cc: Discover platform. From measuring the likelihood that your customers' will refer you to friends and colleagues, to gauging customer and employee satisfaction, data collection and analysis is straightforward and simple. You can easily capture the voice of the customer and then combine it with our analytics module to mine messages automatically. cc: Survey allows you to gather data from resources that frequently go untapped, yet are often goldmines of information information that can be used to help resolve issues, reduce costs, streamline processes and enhance sales. Survey features Setup and implement surveys quickly and easily. Capture feedback via voice messages and callback information. Report on automated post-call survey completion rates. Use the reporting system to access granular analyses of survey results for everything from sections within a survey to specific questions. View survey results in real-time through our Web-based reporting engine. Filter results by date range, agent, ANI (Caller ID) and many other criteria. Permission-based access, ensuring privacy of data.

16 Calibrate internal quality assessment measurements against customer satisfaction by easily tying survey data to individual recordings. because your customers are unique In virtually all of today's markets, the ability to quickly and easily collect and access customer feedback has become mission critical. cc: Survey allows you to create multiple, custom surveys using a web-based survey builder. Based on your needs, your surveys can contain a static set of questions, or can utilize advanced skip logic for a more interactive experience. Survey questions can have dynamic point values assigned to them to weigh sections and surveys according to your unique needs. As part of CallCopy s cc: Discover suite, cc: Survey helps provide a multidimensional view of a company s operations. Survey options Tie surveys to recordings and to quality reports or use it as a stand-alone application. Advanced logic allows customer responses to determine the course of the survey. Transfer callers from a phone representative or have them dial a toll-free number to participate in surveys independent of the contact center. A hosted solution managed by CallCopy is also available. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase Copyright 2011 CallCopy, Inc. All rights reserved. CC-CS

17 cc: Clarity Workforce Management cc: Clarity, CallCopy s workforce management (WFM) solution, enables you to easily and efficiently schedule the right number of staff, with the right skills at the right time of day. We ve designed an intuitive, userfriendly WFM tool that is fully integrated with CallCopy s workforce optimization suite, enabling the sharing of data between modules and providing a comprehensive view of your entire contact center operation and customer interactions. Labor accounts for 50-70% of total contact center costs. cc: Clarity can greatly impact your bottom line through improved efficiency and reduced costs. Contact Center Insight cc: Clarity is a powerful tool for optimizing operational efficiencies, employee satisfaction and ultimately the customer experience. You can continually improve and refine your contact center operations from the insights gained using cc: Clarity. CallCopy s fresh approach to WFM redefines the way you manage today's workforce, and provides a comprehensive view of your operations and customer interactions. Scheduling Optimize schedules to maximize efficiency. Forecasting Accurately predict your staffing requirements. Real-Time Adherence Compare forecast with actual schedules. Intraday Management Make real-time schedule adjustments. Agent Empowerment Improve agent satisfaction and performance, reduce churn. Reporting Evaluate schedule adherence and improve performance W. Spring St., Ste fax: Columbus, OH info@callcopy.com

18 Ensure high utilization with easy-to-use feature set, fully integrated with CallCopy s workforce optimization suite: Scheduling: Create what-if scenarios for optimal schedules that balance employee needs, operational efficiencies and Forecasting: Identify patterns and plan staffing to meet service goals and accurately ensure optimal coverage, using CallCopy s predictive algorithms. Real-Time Adherence: Compare forecast with actual schedules, call volumes and performance to see staffing overages or potential reduced service. Intraday Management: Make real-time adjustments to reoptimize scheduling gaps or impacts to service levels before they occur. Agent Empowerment: Using the self-service portal, agents can view schedules, request vacation or swap shifts. Reporting: Easily customizable reporting gives you insight into schedule adherence for strategic planning and performance improvement. Monitor and respond to changing conditions with Performance Dashboards. Communicate with the millennial generation by broadcasting schedule updates and alerts using social media integrations. Empower agents with a Self-Service Agent Portal to view schedules, request time-off and swap shifts. Intuitive user interface reduces learning curves and improves staff efficiencies. 530 W. Spring St. Columbus, OH tele intl sales@callcopy.com web Copyright 2011 CallCopy, Inc. All rights reserved. CC-WFM

19 cc: Agent Agent Coaching & Training the full potential of your agents Effective coaching and training are critical components of agent development. CallCopy's agent coaching and training solution equips your staff with the knowledge and tools for success while providing an effective way for agents to understand their strengths and weaknesses. Used in conjunction with cc: Discover's integrated call recording and quality management (QM) capabilities, our solution improves customer satisfaction through better agent performance, empowerment and morale. Key features Assign customized curricula and training materials to agents or groups based on performance or role. Supports a variety of training material formats (videos, recordings, documents, slide shows, etc.). Track completed assignments or evaluation reviews. Included with all installations no additional licensing is required. Completed QM evaluations can be ed directly to agents. QM dispute feature allows agents to challenge their evaluations. Locate agents in need of assistance by viewing twelve screens simultaneously with video live monitoring. Real-time feedback, real-time agent development Our agent coaching module delivers evaluation forms to your agents as you complete them, providing your staff with instant feedback on their performance. You can also allow your agents to access their own recordings and conduct self-evaluations, giving them a better understanding of quality and strengthening your coaching efforts by including them in the process. Augment your coaching and training curriculum Agent Coaching Benefits: Quickly develop and retain highly skilled and motivated agents. Easily assess agent skill sets and identify opportunities for training. Promote self-improvement by providing agents with access to information from recordings and QM evaluations. With cc: Agent, you can provide greater consistency in your agent coaching without investing in a complete online university. Replace on-the-job training and live monitoring sessions with recorded calls, pre-screened for content and quality to ensure trainees all learn the same thing, the same way. Your net result is higher levels of quality delivered on a more consistent basis. Copyright 2011 CallCopy, Inc. All rights reserved. CC-AC