ASC announced its subsidiary, ASC UK, will demonstrate its neo Recording and WFO Suite in London, England at the Connected Business Expo at London Olympia, on March 4-5, 2014, booth/stand #E520.
The Connected Business Expo, the UK’s largest communications event with more than 4,000 senior business and IT professionals expected to attend, encompasses unified communications, mobile, visual, Cloud, customer and social business and collaboration. ASC’s neo Recording and WFO Suite provides comprehensive, enterprise-wide capabilities through communications recording, quality and performance management, speech and desktop analytics, eLearning, customer feedback and workforce management.
James King, Managing Director of ASC UK, said, “We look forward to participating in the Connected Business Expo and demonstrating our latest ‘ASC neo’ Cloud enabled, multi-tenanted recording and workforce optimization solutions. The flexibility of our solution allows for Cloud / on-premise or a Hybrid Cloud solution to be deployed and these services can be obtained on demand without up-front investment.”
Mr. King continued by describing some uses of ASC’s neo Recording and WFO Suite. Speech analytics helps contact centres with a high volume of customer interactions to review an otherwise unmanageable number of conversations and uncover important business intelligence.
E-coaching delivers customized training directly to the agent’s desktop, creating a loop of continual learning as the agent improves.
Workforce management matches the right number of employees with the correct skills to be available at the right time to service an organisation’s customers.
The ability to obtain customer feedback creates a 360-degree overview of agent interactions, either reinforcing or qualifying supervisor evaluations and as importantly delivering ‘voice of the customer’ insight into the customers perception of the business processes and brand.
ASC has recently expanded the reach of its neo Recording and WFO Suite with several new partnerships, including most recently an agreement with Sinclair Voicenet, one of the UK’s most experienced resellers. Sinclair Voicenet will offer neo to its SMB customers throughout the UK.