Cincom Synchrony Contact Center Solution Incorporates Callcopy Suite

New Delhi, Delhi, India

Cincom Systems (www.cincom.com), worldwide software provider, and CallCopy, Inc. (www.callcopy.com), 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 cc: 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.

About CallCopy

CallCopy is one of the industry's fastest growing call recording / quality monitoring software companies. CallCopy's mission is to deliver the highest levels of quality to its customers, so that they can deliver the highest levels of quality to their customers. With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics. The cc: Discover platform offers a more flexible Application Programming Interface that brings easier integration to third-party workforce management, IVR, HR, and CRM software. Through enhanced data exchange between different systems, CallCopy helps bring a 360 degree performance view into 3-D perspective.


About Cincom Systems

Cincom delivers and supports innovative software and solutions to simplify complex business processes. For nearly 40 years, Cincom has empowered thousands of clients worldwide to transform their businesses and outperform the competition by providing ways to increase revenue, control cost, minimize risk, and achieve rapid ROI.

Cincom Synchrony is a multi-channel contact center and unified agent desktop solution proven to enhance customer relationships while optimizing agent and business-user efficiency. Available hosted or on-premise, Synchrony provides inbound and outbound sales, marketing and customer-service environments with a high-value, low-cost contact center solution.

Cincom serves clients on six continents including BMW, Citibank, Boeing, Ericsson, Penn State University, Milacron, Siemens, and Trane For more information about Cincom's products and services, contact Cincom at +91 11 23737590, send an e-mail to info_india@cincom.com , or visit the company's website at www.cincom.com.

Source: Cincom Systems India Pvt. Ltd. (Business Wire India)

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