ASC, a worldwide leading software company with innovative solutions to record, analyze and evaluate communications, today announced the release of its neo 3.0 Workforce Optimization (WFO) Suite, comprising quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management. ASC’s WFO solution is available in a multi-tenanted Cloud-based offering and provides cost savings, low entry barriers, fast and easy deployment and a permanent technology refresh.
Dr. Frank Schaffrath, CEO of ASC, said, “Our scalable solution lets customers activate new features on demand without any physical installation. Due to the sophisticated architecture, contact centers can easily expand their capabilities to new locations while management maintains centralized configuration and control. Moreover, the multi-tenancy concept allows strict separation of data from customers and various departments to meet the highest security standards. Highly secure separation of customer-specific data is the basis for a true Cloud solution because it lets service providers create new markets for hosted/Cloud-based WFO solutions.”
By evaluation, systematic analysis and visualization, ASC’s WFO Suite converts unstructured information into valuable and relevant business data in real-time for the entire enterprise to facilitate proactive decision making.
Marco Mueller, COO of ASC, said, “neo provides deep insight into customer communications with numerous opportunities to reduce cost, optimize business processes and increase staff efficiency. Its seamless integration of the latest analytics technologies and comprehensive reporting structure can meet the demands of any-sized contact center, both now and in the future.”
The all-in-one WFO solution measures the customer experience by providing a real-life view of the communications process including playback of transferred and on-hold calls. Other features include enhanced e-learning capabilities with easy-to-produce agent training packages based on customized exams, and the ability to incorporate third-party recording data independent of the underlying solution.
A video about the neo WFO Suite is available at http://www.youtube.com/watch?v=KmFte_U7pJU
ASC is a worldwide leading software company with innovative solutions to record, analyze and evaluate communications. All multimedia interactions in contact centers, financial institutions and public safety organizations are documented and analyzed. The content of communications becomes transparent, critical information is generated and market trends are revealed, providing real-time business intelligence for immediate management action.
ASC solutions make customer experience measurable. Specific actions can be taken to significantly improve customer retention, increasing corporate revenue and creating sustained loyal customers. Thus, ASC’s clients are always one step ahead of the competition.
ASC also offers its entire suite as a Cloud solution. Therefore, customers have the choice to retrieve Software as a Service, on demand and always up-to-date, without any risk or pre-investment, and in the most flexible manner.
With subsidiaries in the United Kingdom, France, Switzerland, the United States, Japan, Singapore and Dubai, as well as certified and vastly experienced distribution partners, ASC’s ambitious projects span more than 60 countries. Headquartered in Germany, ASC is a powerful global player with an export quota of almost 70 percent and a worldwide service network.