ASC announced the successful implementation of its workforce optimization (WFO) and VoIP recording solutions for GERI HDP, an advanced credit and risk management company based in Milan, Italy, with more than 600 employees.
GERI HDPGERI HDP is using ASC’s INSPIRATION WFO software and its VoIP recording solution in its contact center to provide Speech Analytics, agent training and process optimization. The system is closely integrated with GERI HDP’s existing infrastructure including CTI, call tagging and agent management.
“The industry-proven recording and workforce optimization solution from ASC met our main objective: to improve Customer Experience in an efficient way. After only a few months, we have optimized our running processes and obtained valuable information about our service level by analyzing call center interactions,” said Mr. R.Riganelli, Operation Internal Audit of Geri HDP.
Dr. Frank Schaffrath, CEO of ASC, said, “Our implementation of sophisticated WFO software works wonders for GERI HDP by providing critical feedback for the entire organization. The speech analytics helps them to filter out the most critical calls both for agent training and to improve internal processes. As such, it provides enterprise-wide benefits to improve the customer experience.”
Schaffrath continued by touting the benefits of speech analytics for high volume contact centers with an otherwise unmanageable number of interactions. Its solution for GERI HDP is covering 140 agent positions.
ASC’s WFO software also provides e-coaching to deliver customized training to the agents’ desktops, allowing a continual loop of learning. It includes workforce management to match the right quantity of agents with the right skills to the right job at the right time. And customer feedback helps to provide a 360-degree view of agent interactions by reinforcing or qualifying supervisor evaluations.
ADABUSASC’s solutions are promoted in Italy through a 20-year partnership with ADABUS, based in Milano, Italy, and it played the main role in this project, through consulting, analysis, installation and integration, achieving the GERI HDP implementation as well. ADABUS has sold more than 1,600 ASC solutions, and both companies plan to continue to work together closely in the future.