ASC (News - Alert), a provider of solutions to record, evaluate and analyze communications, recently announced the launch of neo 3.0, its latest cloud-based workforce optimization (WFO) solution. The newly launched version of the application suite features quality and performance management, speech and desktop analytics, communications recording, eLearning/coaching, customer feedback and workforce management capabilities. It is available for deployment in a multi-tenanted Cloud-based offering, allowing for cost savings, fast and easy deployment, and low entry barriers.
In a statement, Dr. Frank Schaffrath, CEO at ASC, said, “Our scalable solution lets customers activate new features on demand without any physical installation. Due to the sophisticated architecture, contact centers can easily expand their capabilities to new locations while management maintains centralized configuration and control. Moreover, the multi-tenancy concept allows strict separation of data from customers and various departments to meet the highest security standards. Highly secure separation of customer-specific data is the basis for a true Cloud solution because it lets service providers create new markets for hosted/Cloud-based WFO solutions.”
ASC’s newest WFO solution uses systematic evaluation, visualization and analysis to convert unstructured data into highly significant business data for enabling an organization to proactively make key business decisions. The neo 3.0 analyzes the customer experience to provide a real-time view of customer calls. The playback feature for on-hold calls and transferred calls is designed to enable organization to build best practices guidelines for training and improvement purposes.
Speaking of the new launch, Marco Mueller, COO of ASC, said “neo provides deep insight into customer communications with numerous opportunities to reduce cost, optimize business processes and increase staff efficiency. Its seamless integration of the latest analytics technologies and comprehensive reporting structure can meet the demands of any-sized contact center, both now and in the future.”
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