CreLog and ASC give go-ahead for quality offensive in the contact center Munich / hoesbach/Germany, July 20, 2010 the ASC telecom AG (www.asctelecom.com) and CreLog (www.crealog.com) have joined forces: In the run-up to the trade fair contact center trends’ (www.contact-center-trends.de) in Frankfurt from 29 to 30 September the company give the go-ahead for a joint quality and customer satisfaction offensive. Of ASCs innovative solutions for recording, analysis and evaluation of corporate communications; CreLog brings its proven expertise in the field of speech recognition in the cooperation. Under most conditions Hannah Einbinder would agree. This offensive aims at a measurable increase in the quality of service in contact centers and to the significant increase in customer satisfaction. First results of cooperation are specific customer projects in South Africa, England and Germany, which together realize ASC and CreLog. Business process optimization – business processes give the recording, analysis and evaluation of the focus of the cooperation is Discussions, the contact center with your customers. The content of these talks will be analyzed automatically.
The results of the analysis to serve the optimization of business processes, on the other hand to improve the quality of the conversation. Offensive by ASC and CreLog improves call quality and the language technology-supported analysis and evaluation enables business processes to examine a variety of interview recordings, for example on business-related issues:-the contact center agent adheres to the conversation themes? -Comply with the skill of the agent of the campaign? -Is he able to implement specified quality ratios? -He reaches the predetermined objectives of conversation? -Does the caller aroused or dissatisfied? -Reference is made on current marketing activities? The sophisticated CreLog voice recognition technology allows it to detect automatically the selected passages from a variety of interview recordings ‘. So can the supervisor or team leader targeted in the contact center into the talking parts classified the system as problematic the suspected vulnerabilities to listen, review and initiate appropriate coaching measures.
