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News : ASC’s WFO Solution Selected by GERI HDP,
Hoesbach/Germany, Feb 25, 2014 -- ASC announces the successful implementation of its workforce optimization (WFO) and VoIP recording solutions for GERI HDP, a credit and risk management company based in Milan, Italy.
GERI HDPGERI HDP is using ASC’s INSPIRATION WFO software and its VoIP recording solution in its contact center to provide Speech Analytics, agent training and process optimization. The system is closely integrated with GERI HDP’s existing infrastructure including CTI, call tagging and agent management.
"The industry-proven recording and workforce optimization solution from ASC met our main objective: to improve Customer Experience in an efficient way. After only a few months, we have optimized our running processes and obtained valuable information about our service level by analyzing call center interactions," said Mr. R.Riganelli, Operation Internal Audit of Geri HDP.
Dr. Frank Schaffrath, CEO of ASC, said, "Our implementation of sophisticated WFO software works wonders for GERI HDP by providing critical feedback for the entire organization. The speech analytics helps them to filter out the most critical calls both for agent training and to improve internal processes. As such, it provides enterprise-wide benefits to improve the customer experience."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From ASC
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: Wednesday, February 26, 2014