ASC Introduces Business Process Automation Solutions at Call Center World 2011
To support the definition, execution and tracking of business process, ASC Telecom will present its business process optimization (BPO) solutions at Call Center World 2011 at the Estrel Convention Center in Berlin, Germany, Feb. 21 to 24, at booth C2a, Hall 4.
ASC (News - Alert) Telecom is provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal information, enabling companies and organizations to considerably improve their value.
According to a press release, Call Center World 2011 is considered is an event for customer management and the call center industry, and will be attended by more than 7,500 visitors and 260 international exhibitors, suppliers and service providers from 10 countries. ASC, a sponsor of the event, will demonstrate how to expand the measurement and control of customer service into almost all corporate areas through BPO solutions encompassing communications recording, speech analytics, quality management, eLearning and workforce management.
In a statement, Bernd Engel, director of German Sales of ASC, said that contact center interactions represent “moments of truth” and an essential juncture between companies and their clients when all information comes together and BPO can structure and analyze the data they provide to reveal improvement potentials throughout contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.
Engel went on to describe some functions of BPO. Speech analytics, a key component, can provide automatic categorization of calls for high-volume contact centers with an otherwise unmanageable number of conversations. Voice and screen recording, as well as quality monitoring, provide valuable input and analysis to improve agent performance. eLearning delivers customized training to each agent’s desktop, creating a loop of continuous instruction. Workforce management can match the right quantity of employees with the right skills to the right job at the right time.
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Edited by Tammy Wolf