Approved Technology Providers

Leveraging advanced technology to help deliver the best customer experience is more important than ever. Our ATP program recognizes technology solutions proven to deliver real business value by helping companies deploy the best practices found in the COPC CX Standard.

Approved Technology Solution Details

Company Effective Date Description Level Category Requirements Met
livepro 08/17/2021
An expert in knowledge management with a feature-rich yet easy-to-use
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An expert in knowledge management with a feature-rich yet easy-to-use tool for customer service in all major industries. livepro focuses on delivering answers to agents, not long complex documents. This is made possible by powerful features and easy to follow process guidance. livepro requires next to no training and turns agents into experts. Staff confidence and customer satisfaction go up while AHT and training costs are cut down.
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Platinum Knowledge and Content Management
COPC Inc. has found livepro to be an effective Knowledge and Content
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COPC Inc. has found livepro to be an effective Knowledge and Content Management tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 6.2:

2.3.1.a – Managing the consistency of content between channels
2.3.1.c – Reviewing content for accuracy and usefulness at a frequency appropriate to the business
2.3.1.d – Users providing feedback for the continuous improvement of the accuracy and usefulness of content
2.3.1.e – Informing CSSs of new content, and verifying CSS understanding
2.3.1.f – Ensuring only authorized staff are able to make revisions to content
2.3.1.g – Ensuring obsolete content is not visible to CSSs or Customers but is retained

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RevealCX 02/05/2021
A Software as a Service (SaaS) quality monitoring solution that
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A Software as a Service (SaaS) quality monitoring solution that aligns quality results with the customer experience. This solution delivers real-time actionable data to all levels of management, allowing you to immediately uncover root causes of issues impacting performance.
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Platinum Quality Management, Staff Monitoring, and Coaching
COPC Inc. has found RevealCX to be an effective Quality Management,
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COPC Inc. has found RevealCX to be an effective Quality Management, Staff Monitoring, and Coaching tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 6.2:

2.4.1.d – Measurement of Customer Critical Error Accuracy, Business Critical Error Accuracy, and Compliance Critical Error Accuracy for human assisted channels
2.4.1.e – Measurement of Defect Rate for digital assisted channels
2.4.2.a – Aggregation of monitoring results to identify frequent causes of error
2.4.2.b – Investigation of root causes behind frequent errors
2.4.3.b – Training and verification of minimum skills required by quality evaluators
2.4.3.c – Calibration of all quality evaluators using a quantitative approach that measures alignment at the attribute level in comparison to a reference or gauge
3.5.1.a – Recurrent monitoring of customer support specialist (CSS) performance for each transaction type handled
3.5.1.e – Setting of clear performance (e.g., pass/fail) thresholds for CSSs, based on the Customer, Business, and Compliance Critical Error Accuracy scores
3.5.2.a – Communication to a CSS of findings from all monitored transactions
3.5.2.b – Coaching of CSSs on at least a sample of the evaluations they passed

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AmplifAI 02/15/2021
An innovative AI-based platform that empowers organizations to excel
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An innovative AI-based platform that empowers organizations to excel using automated machine learning tools that learn the behaviors and actions of their highest performers and deliver them throughout their organization, driving increased engagement and performance. AmplifAI allows organizations to develop employees to their fullest potential such that they deliver best-in-class customer experiences and products to their customers.
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Silver Staff Monitoring, Coaching, and Performance Management
COPC Inc. has found AmplifAI to be an effective Staff Monitoring,
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COPC Inc. has found AmplifAI to be an effective Staff Monitoring, Coaching, and Performance Management tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 6.2:

3.5.1.a – Recurrent monitoring of customer support specialist (CSS) performance for each transaction type handled
3.5.1.c – More frequent monitoring of new CSSs
3.5.1.d – Performance of investigative evaluations distinct from the normal monitoring program
3.5.1.e – Setting of clear performance (e.g., pass/fail) thresholds for CSSs, based on the Customer, Business, and Compliance Critical Error Accuracy scores
3.5.2.a – Communication to a CSS of findings from all monitored transactions
3.5.2.b – Coaching of CSSs on at least a sample of the evaluations they passed
3.5.2.c – Coaching of CSSs on all monitored transactions that did not meet target, and the ability to monitor these CSSs more frequently
3.6.1.a – Quarterly review of CSS performance to objectives, and the identification of areas for improvement
3.6.1.b – Development and effective implementation of improvement plans in areas where the CSS is not meeting objectives

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Showcase the Value of your Technology Solution

The Approved Technology Provider Program offers an exclusive opportunity to showcase your technology solutions that meet the approval of the most trusted CX experts in the industry – COPC Inc. Attaining this status asserts your technology solution’s unique ability to help CX operations meet the COPC Customer Experience (CX) Standard’s rigorous certification requirements. By working with our approved providers, customers have access to proven technology solutions that deliver greater business value while supporting industry best practices, ultimately providing greater peace of mind.

The flexibility of the ATP Program provides you with what you need to reach customers while also aligning to your own company goals and objectives. Download the COPC Inc. ATP Program brochure here to learn more about provider benefits of silver, gold and platinum levels. We are available to answer your direct questions and encourage you to use the form below to start the process.

The COPC CX Standard, a prestigious performance management system created by COPC Inc.  in 1996, focuses on improving service and quality, reducing business cost and customer effort, and increasing revenue and profitability. We’ve utilized the COPC CX Standard around the globe to assess and help improve thousands of CX operations including contact centers, retail or face-to-face service environments, and automated or self-service channels.

The COPC CX Standard includes four categories of industry best practices which technology solutions can support:

  1. Leadership and Planning
  2. Processes
  3. People
  4. Performance

To learn more about the best practices and guidelines found in the COPC CX Standard, download a free copy here.

Become a Partner

How to become a COPC Approved Technology Provider
  • 1 Technology Solution Provider (TSP) informs COPC Inc. of interest in seeking COPC Approved Technology Provider designation.
  • 2 Initial discussion regarding the technology solution and its potential fit with supporting compliance to the COPC CX Standard in one or more solution categories.
  • 3 Agreement is reached and TSP commits to at least one (1) employee successfully completing COPC® Best Practices for CX Operations training. Download the BPCX brochure.
  • 4 A formal evaluation of the technology solution is conducted by COPC Inc., during which the TSP demonstrates how their solution supports compliance to the COPC CX Standard and provides access to successful client installations to be assessed by COPC Inc. as well.