WFM Provider ASC Ranked Third in Call Center Interaction Recording

ASC (News - Alert), a provider of call center scheduling and workforce management (WFM) solutions to record, analyze and evaluate multimedia-based communications, has been ranked the third largest vendor of global contact center interaction recording system in an evaluation by an independent marketing and research consulting company Pelorus Group.

In its report, “2013 World Contact Center Interaction Recording Systems Market,” Pelorus Group also praised ASC’s achievement of top quality and engineering in its product portfolio.

ASC's call center scheduling solutions are used in contact centers to continuously measure and improve the quality of customer contacts. The software does it by accumulating data from all communication levels in contact centers and evaluating them to help train agents and optimize customer service. ASC also provides 's WFO suite that comprises communications recording, quality and performance management, speech and desktop analytics, eLearning, customer feedback and workforce management. 

According to Marco Mueller, COO of ASC, Pelorus Group recognized ASC considering the company’s continuous growth and high quality and engineering in their product folio. He added, “It [the award] underpins our confidence in the emphasis we have placed on research and development, and the superior product portfolio we have produced as a result.” 

ASC recently won a contract from Deutsche Telekom (News - Alert) to use INSPIRATIONpro quality monitoring software for more than 10,000 agents at 33 locations. INSPIRATIONpro reveals improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.

In another significant development ASC partnered with Teleopti, a provider of workforce management (WFM) software for call centers, to improve ASC’s workforce optimization suite.

Just recently ASC also formed a technology partnership with PCS Solutions , an IT and telecom company offering high-end systems for contact center platforms in Brazil, to offer ASC's workforce optimization (WFO) suite to Brazilian organizations.

Over the past few months, ASC also expanded to more global locations. The company has subsidiaries and sales offices in France, Germany, Japan, Singapore, Switzerland, United Arab Emirates, Great Britain and the United States.

Edited by Amanda Ciccatelli