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ASC Introduces Expanded Recording Capabilities for Chat, Video and Skype for Business

The latest release of ASC’s Workforce Optimization and Compliance Solution neo 5.0 delivers new integrations for omni-channel support and offers process analytics to boost agent efficiency

ASC Technologies today announced the release of its latest workforce optimization solution, neo 5.0, with expanded chat and video recording and advanced analytics capabilities for voice and screen information.

Chat and video recording is fully integrated in the software and can be combined with any other functionality including a Recording Planner, archiving or encryption. The new SCREENminer application automatically identifies problems in business processes based on what is happening on the agents’ screens as well as the required time and order of steps to increase productivity.

Marco Mueller, Chief Operating Officer of ASC, said, “Our neo 5.0 product suite will enhance omni-channel recording, improve quality management capabilities and streamline process optimization. We are particularly proud of our product’s growth in video and chat recording and are continuing to develop new integrations as we speak. Moreover, we have automated many of our quality management capabilities, particularly useful for high-volume contact centers with numerous customer interactions.”

Mr. Mueller went on to list new chat recording integrations including Cisco Jabber, Microsoft Skype for Business and Unify Open Fire. New video recording integrations are now available for Cisco UCM, Microsoft Skype for Business and active SIP solutions.

Communications analytics have been upgraded as well. Sessions can be automatically assigned to predefined categories, simplifying the search for relevant recordings on any given topic. An advanced emotion detection solution may be triggered based on loudness, silence, over-talking or any pre-defined word.

Mr. Mueller also noted that neo 5.0 is particularly powerful because it can be combined with other information from CRM systems, for example neo 5.0 exports data from the neo-database via an ETL process to make it available for external business intelligence tools for company-wide reporting.

Workforce optimization solutions encompass communications recording, quality management, eLearning, speech and screen analytics, workforce management and customer feedback. Automated solutions facilitate the conversion of vast amounts of unstructured data into enterprise-wide knowledge about marketing campaigns, customer trends and business processes.