CallCopy, a contact center management solutions provider, and Voice & Data Networks (VDN), a technology solutions and managed service provider, have collaborated on a new workforce optimization offering.
Through VDN’s partnership with CallCopy, VDN is able to offer complete call center solutions to their clients. By leveraging call recording software combined with data analytics, contact centers are able to optimize their agents and operations to increase customer satisfaction. VDN’s customers also have access to differentiators such as compatibility with many legal compliance standards, mitigated risk, as well as the analysis of customer interactions to detect new brand perceptions and trends, gaining actionable intelligence.
Included in the workforce optimization offering, available through VDN, are screen capture, speech and desktop analytics, workforce, quality and performance management, call recording software, coaching and training, and satisfaction survey capabilities. These functionalities cover all of the contact center bases, optimizing every aspect, from agent performance to customer satisfaction. For the management of the contact center, offerings like forecasting and scheduling, dashboards and wallboards and external integrations and tools maximize efficiency, can reduce costs and boost productivity.