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ASC VoIP voice recording technology exhibited

ASC Telecom : 21 September, 2007  (New Product)
Voice recording and analytics technology can be used for analysing voice information and for monitoring service quality.
ASC has announced its participation at Call Centre Expo in the UK where the company will highlight its VoIP recording and quality monitoring solutions.
The Expo is billed as Europe's number one event for customer contact solutions. Harald Zapp, ASC's new chief operations officer, will attend the show with Mike Murley, the head of the company's UK subsidiary since July 2006.

Harald Zapp said, "Our advanced solutions gather and analyze data to foster more comprehensive knowledge, and thus improvement, of company operations. That's one reason why our VoIP recording and quality monitoring systems are preferred in call centres, financial institutions and other mission-critical environments."

VoIP recording, based on ASC's award-winning software solution, EVOip, captures telephone calls from the network using both active and passive solutions to store, play back and archive the entire interaction.

Quality monitoring systems include the versatile INSPIRATIONpro, a user-friendly, browser-based software system designed to evaluate and analyse phone calls and screen activity. New advanced options let companies start recording based on any event on the agent's desktop, analyse the content of recorded calls through speech analytics, and obtain immediate customer feedback.

Specially for mid-size and smaller companies, ASC combines INSPIRATIONcompact and MARATHON EVOlite in a new integrated quality monitoring solution. This compact tool for small and medium-sized contact centres improves customer satisfaction through systematic evaluation of the entire agent interaction. As a result, the contact centre will be prepared for increased demand in quality and service.

Harald Zapp and Mike Murley will also discuss specific projects with advanced business intelligence applications, including keyword spotting. This feature allows search-and-retrieval of recorded calls based on any selected word or phrase.

ASC is continuing to develop speech analytics solutions for hosted environments, in an alliance with D&S Solutions, European Media Laboratory and Xtramind Technologies. This new deployment will provide automated analysis and evaluation of calls in contact centers. The new technology will be announced at the same time as the introduction of INSPIRATIONpro 8.0 in November 2007.
INSPIRATIONpro 8.0 will also begin a new era for ASC because its "On-Demand Services" will address the worldwide growth of service providing through multi-client capability and scalability in transaction and storage capacities. These services will eventually be extended to the entire range of software products.
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