Business Issues -> Change
Released: 10th March 2014
neo 3.0 offers new capabilities for quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management to improve business performance
Hoesbach/Germany, March 10, 2014 – ASC, a worldwide leading software company with innovative solutions to record, analyze and evaluate communications, today announced the release of its neo 3.0 Workforce Optimization (WFO) Suite, comprising quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management. ASC’s WFO solution is available in a multi-tenanted Cloud-based offering and provides cost savings, low entry barriers, fast and easy deployment and a permanent technology refresh.
Dr. Frank Schaffrath, CEO of 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.”
By evaluation, systematic analysis and visualization, ASC’s WFO Suite converts unstructured information into valuable and relevant business data in real-time for the entire enterprise to facilitate proactive decision making.
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.”
The all-in-one WFO solution measures the customer experience by providing a real-life view of the communications process including playback of transferred and on-hold calls. Other features include enhanced e-learning capabilities with easy-to-produce agent training packages based on customized exams, and the ability to incorporate third-party recording data independent of the underlying solution.
A video about the neo WFO Suite is available at http://www.youtube.com/watch?v=KmFte_U7pJU
Published by: electronicdawn Ltd.