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News & Events |
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ASC Introduces neo WFO Suite at MECC 2013 in Dubai
 Hoesbach/Germany, May 21, 2013 – ASC today announced it will present its new neo WFO software suite at the Middle East Contact Center Conference in Dubai, United Arab Emirates, on June 4-5, 2013, booth #B2.
The conference will address contact center efficiency, its contribution to corporate performance, handling social media interactions, technologies to maximize return on investment and improving the customer experience. ASC’s WFO suite comprises communications recording, quality and performance management, speech analytics, eLearning, customer feedback and workforce management.
Dr. Frank Schaffrath, CEO of ASC, said, “With almost 50 years in the industry, ASC is eminently qualified on complex recording solutions. Our workforce optimization suite incorporates the growing impact of communications recording on the entire enterprise. By using interactions between customers and agents as the starting point, we can help our clients analyze products, campaigns, processes and new marketing strategies.”
Dr. Schaffrath continued by describing some components of ASC’s WFO suite. Speech analytics helps contact centers with a high volume of customer interactions by automatically categorizing conversations to find best-practice samples and pinpoint areas of individual agent weakness.
E-coaching delivers customized training directly to the agent’s desktop. As the agent learns, new weak links are exposed and new training is forwarded, creating a loop of continual learning. Workforce management matches the right quantity of employees with the right skills to the right job at the right time.
The entire suite is available as a Cloud-based solution so users can purchase Software as a Service (SaaS) on demand, saving on the cost, increasing flexibility and avoiding the risk of obsolescence.
Dr. Schaffrath concluded, “The neo motto, ‘Meet your talented new assistant,’ transcends the business intelligence built into our product suite to convey the wide range of capabilities each user can select and the scalability of the portfolio for unanticipated developments. In neo, ASC has created more than a next-generation solution; it has created a product for the ages.”
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