CallCopy Courts Channel With VoIP Recording

Company:

Headquarters: Columbus, OH

Technology Sector: Networking

Key Product: cc: Discover

Year Founded: 2004

Number of Channel Partners: 30 worldwide

Ideal Channel Partner: Small business-focused solution provider

Why You Should Care: Up-to-date call center solutions that can work with thin clients, VoIP, dual-monitor PCs and Web-based clients are a gem for VARs. CallCopy is seeing healthy interest not only from small and medium-sized businesses but also in enterprises and hot verticals like health care and financial services.

The Lowdown: Although it carries solutions for SMB and enterprise-sized settings alike, CallCopy, which makes call recording, performance management, screen capture and quality monitoring software, has seen especially good traction in health care accounts, which make up about 25 percent of its business.

It's a compliance issue, said CallCopy President and CEO Ray Bohac. Call recording in health care settings can be a dicey proposition given regulatory concerns, but CallCopy's cc: Discover suite is up to date with HIPAA, MIPPA, PCI, and a host of other vertical-specific regulations.

"We're not lawyers, but we know the call center space very well and what impacts call recording," Bohac said. "We do some of the homework for you, and that's a value-add. You can go in with kind of a jumpstart to comply with complex requirements."

The components of cc: Discover, CallCopy's call center management suite, include cc: Voice and cc: Screen. The former is licensed based on the number of phones an end user needs to record, and the latter licensed based on the number of PCs.

The cc: Voice component is compatible with VoIP and legacy PBX platforms from a variety of vendors, including Avaya, Cisco Systems, Siemens, Nortel, Alcatel-Lucent and ShoreTel.

Another piece, cc: Quality, the quality-management component, comes standard with all cc: Discover packages, and cc: Survey offers a mechanism for collecting feedback on customer satisfaction.

CallCopy has referral agent, distributor and OEM relationships. In October 2008, the company tweaked its reseller program to create silver, gold and platinum level reseller agreements. Ed Porter, CallCopy's director of partner programs, said at the time that the changes were intended to be a major push to get CallCopy products distributed through the channel.

Bohac said SMB remains CallCopy's sweet spot but it had also seen interest in plenty of enterprises, especially financial settings.

Those settings and health care represent its biggest growth markets, he said, noting that the company hopes to break into other markets with the help of its expanding channel.

"We have dedicated people working with our channel, and we've defined a marketing budget that we can use to help resellers grow," Bohac said. "The 800-pound gorillas of this market, people like NICE systems, they've grown through channels. But we have fresher technology with a fresher perspective. We can be very strategic for [VARs]."