Quality Monitoring Solution Includes “On-Demand Services”, Modern Speech Technology and Integration with Other Business Intelligence Systems

ASC, a global provider of innovative solutions to record, analyze and evaluate communications, today announced it will exhibit a new version of its quality monitoring solution.

The annual event, now in its 10th year, is Europe’s largest trade fair for call centers and customer management and is expected to attract over 6,500 visitors.

INSPIRATIONpro 8.0 is now ready to be provided as On-Demand Services, a revolutionary new sourcing concept for quality-monitoring. Just as consumers receive electricity without building their own power station, on-demand products give service providers the possibility to provide centralized service and deliver it like “water from a tap.”

INSPIRATIONpro helps call center managers learn about their agents’ service level and thus fosters a continuous improvement process. It provides a detailed and automated analysis of recorded calls by using a sophisticated transcription and speech mining capability.
The product lets supervisors add written comments to voice files with actual customer interactions for best/worst practice examples. A customer feedback module is available as well. Research shows if customers receive poor service and are able to report it the same day, they are more likely to return with new business.

A recording decision preview, an especially useful new feature provided with INSPIRATIONpro 8.0, integrates the call recorder deeper with the ACD system. It reduces the hang-up rate by notifying the customer about call recording only when it will actually occur.

Other features with INSPIRATIONpro include real-time contact between agents and supervisors without the customer’s knowledge, a user-friendly browser-based interface for access from any location, and rapid analysis of calls for contact centers with a high volume of data.