Call Center Solutions Featured Article

ASC to Demo New Call Recording and Workforce Optimization Suite



  By Meenakshi Shankar, Call Center Solutions Contributor
 


Software Company ASC (News - Alert) has been specializing in solutions for the fast growing market of workforce optimization, encompassing the technologies of recording, quality monitoring, speech analytics and workforce management.


Optimal customer service is the best way to beat the competition. Solid quality monitoring can provide a complete analysis of the level of service being provided and helps management learn the tricks to optimize workflows, business and communications.

“The recording of customer interactions serves as the foundation for subsequent analysis in a way that’s never been possible before. Our neo Recording and WFO Suite helps our business partners realize the most sophisticated and profitable projects on a global basis,” Marco Mueller, chief operating officer of ASC, said in a statement.

ASC’s solutions include communications recording, quality and performance management, speech and desktop analytics, eLearning, customer feedback and workforce management. The solutions are primarily marketed to contact centers, financial institutions and public-safety organizations.

Speech analytics technology plays a major role in this effort, allowing fast and accurate data mining of both voice and text communications by phone, email or messaging. As a result, ASC’s neo enables the conversion of unstructured information into valuable business data for real-time decision-making for the entire enterprise.

Speech analytics also makes the ASC recording solution a powerful compliance tool, making it particularly effective in helping companies verify transactions and meet Dodd Frank or MiFIDII regulations

Meanwhile, e-Learning provides customized instruction to agents, workforce management improves staff allocation, and a customer feedback module complements supervisor evaluations.

ASC plans to demonstrate its neo Recording and WFO (Workforce Optimization) Suite at Gitex Technology Week at the Dubai World Trade Center, United Arab Emirates, on October 20-24, 2013.




Edited by Blaise McNamee