News : ASC’s Speech Analytics Solution Improves Customer Service at Advalia
ASC announced the successful implementation of its workforce optimization (WFO) solution including speech analytics for Advalia, a business intelligence unit of Call & Call Group, focused on technological innovation of customer management and high-value Business Process Outsourcing services.
Advalia is using ASC’s WFO software, INSPIRATIONneo, for the financial contact center of an end-user customer, to provide transcription in conjunction with quality management. The solution transcribes agent and customer conversations into a text format for subsequent automated analysis. It was implemented by ADABUS, a partner in Italy for 23 years.
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Marco Lombari, General Manager of Advalia, said, "Our main goal, automated verification of verbal orders in our back-office, has been fully achieved, saving us a lot of money and making our customer service much more efficient. Thanks to INSPIRATIONneo, we have automated, optimized and streamlined customer-related processes in just a few months."
Marco Mueller, COO of ASC, added, "Our implementation of sophisticated WFO software has worked wonders for Advalia’s customers by generating valuable feedback for their entire organization. Our speech analytics solution helps them to filter out the most critical calls for agent training, improvement of internal processes and compliance with the latest regulations such as MiFID II. As such, it provides enterprise-wide benefits and optimizes the customer experience."
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ASC is a worldwide software company with a variety of solutions to record, analyze and evaluate communications. All multimedia interactions in contact centers, financial institutions and public safety organizations are documented and analyzed. The content of communications becomes transparent, critical information is generated and market trends are revealed, providing real-time business intelligence for immediate management action. With subsidiaries in the United Kingdom, France, Switzerland, the United States, Brazil, Japan, Singapore and Dubai, as well as certified and vastly experienced distribution partners, ASC’s ambitious projects span more than 60 countries. Headquartered in Germany, ASC is a global player with an export quota of almost 70 percent and a worldwide service network.
Published: Friday, April 28, 2017
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