CONTACT CENTER CORNER: CallCopy Records Credit Unions

Doug Mohney — Tue, 15 Jul 2008 11:00:04 -0400

CallCopy has announced it has added two new credit unions to its growing base of financial customers.

Evangelical Christian Credit Union (ECCU), based in Brea, Calif. and PrimeWay Federal Credit Union, with headquarters in Houston, have deployed several of CallCopy's call recording and quality management solutions within their contact centers. The solutions have been deployed to help the credit unions meet legal and compliance requirements and support their quality management and agent training initiatives.

ECCU has added a call recording solution to enhance and protect their existing infrastructure investment and is in the process of delivering a quality management program that allows them to deliver one-on-one coaching to agents and continually refine their training program.

PrimeWay needed a cost-effective and dependable solution for compliance, able to record calls for legal issues and quality assurance. CallCopy solutions are being used in the call center for agent training and quality management, as well as in the collections department for call logging and to help PrimeWay satisfy compliance requirements.

For more:
- CallCopy's announces financial call center wins

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CONTACT CENTER CORNER: SER & VPI Partner Up For Call Recording and Workforce Optimization

Doug Mohney — Tue, 24 Jun 2008 22:26:17 -0400

SER has signed an OEM agreement with VPI (Voice Print International) to put call recording, quality management, and agent coaching capabilities as a part of the SER contact management solution suite.

VPI's workforce optimization capabilities will be incorporated into SER's inbound, outbound and blended call center solutions. SER has already integrated VPI's Activ! Performance Suite with call and screen recording, agent evaluation and agent coaching and elearning capabilities into its ENSERCLE product suite. Later this summer, the new offering will be made available as part of SER's CPS E2 solution.

Additionally, VPR is integrating SER's speech analytics technology to get a high level of automation and business intelligence into its full-time recording solution. The combination will enable organizations to perform analysis on their call recordings, converting the content into business knowledge applicable to ensure compliance, obtain customer insight, and increase workforce performance.

For more
- SER VPI partnering announcement

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Quality Management

CONTACT CENTER CORNER: CallCopy Records Credit Unions

CONTACT CENTER CORNER: SER & VPI Partner Up For Call Recording and Workforce Optimization