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ASC to Emphasize Workforce Optimization at Unified Communications Expo
ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate communications, today announced it will demonstrate its latest IP recording and quality monitoring solutions at the Unified Communications Expo, March 11-12, 2009, National Hall, Olympia, London.
The event offers visitors a large exhibition zone, a free program of education seminars covering a wealth of business and technical issues. Since its launch in 2005, Unified Communications Expo, incorporating VoIP for Business has become the UK's leading business enterprise communications event.
Unified communications combines all interactions into one seamless integrated system, working together in real time. It streamlines information delivery; offers new back-office opportunities; transforms business processes; and lets users continue to employ their favorite tools within an industry-wide solution.
Harald Zapp, Chief Operations Officer of ASC, said, "Contact centers provide a crucial interface between companies and their customers, and play an important role in differentiating an organization from its competitors. By embedding unified communications capabilities into business applications, we have helped companies of all sizes improve customer interactions and ensure continued loyalty."
IP-based communications systems facilitate this applications convergence by creating a single recording environment for all locations and all types of media. ASC offers EVOip, an entirely software-based VoIP recording solution, to preserve all customer interactions by phone, fax, email, web chat / browsing and desktop computer activity. It seamlessly integrates into customer`s existing infrastructure from single site systems to complex solutions for an organization with different physical or even virtual sites.
ASC’s quality monitoring solution INSPIRATIONpro offers a wide range of analytical methods for all types of communications and it generates internal feedback for product and process optimization through analysis of recorded customer contacts. For contact centers with a large volume of communications, the solution also provides speech analysis by using keyword spotting, transcription and even emotion detection.
Mr. Zapp said, "Our emphasis on workforce optimization makes our communications recording and quality monitoring solutions even more powerful. We have now enhanced them with speech analysis technology and implement them within a contact center’s CRM and WFM systems to create highly efficient service. The new applications convergence improves business processes throughout an enterprise." 09.03.2009, ASC telecom AG
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