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PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil

By Rajani Baburajan, TMCnet Contributor

ASC (News - Alert), a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC’s workforce optimization suite to Brazilian organizations.

PCS Solutions will integrate ASC’s call center workforce optimization capabilities to cater to the specific needs of the Brazilian market. The process includes integration with existing functions and platforms developed by Brazilian organizations. The technology deal with PCS Solutions is part of ASC’s efforts to expand globally. Recently the company also signed a similar alliance with Teleopti, a provider of workforce management software. 

ASC officials chose PSC Solutions because they have a thorough understanding of the unique needs of the Brazilian market and are able to adapt workforce optimization in a powerful and flexible manner. Important components of ASC’s WFO suite include communications recording, quality and performance management, speech and desktop analytics, eLearning, customer feedback and workforce management.

ASC now delivers the solution in the software as a service (SAS (News - Alert)) model, allowing each company to select only the capabilities it actually needs and as protection against obsolescence by always using the latest scalable versions. ASC’s speech analytics capabilities are tailored for high-volume contact centers with an otherwise unmanageable number of customer interactions.

“Brazilian contact centers already employ sophisticated contact center technology and offer key marketing opportunities for next-generation solutions to improve operational and decision-making capabilities,” said Frank Schaffrath, CEO of ASC, in a statement.

Antonio Ribeiro, president of PCS Solutions, said, “We are honored to work with a company such as ASC based on its decades of communications experience and a mutual commitment to excellence in contact center technology. ASC will provide new support structures for our clients with its workforce optimization suite and will enable contact centers to provide critical information for businesses on an enterprise-wide basis.”