Call Centre Solution Links Speech, Emotion

German communications evaluation firm ASC is launching a call centre quality monitoring solution, integrating speech analysis with emotion detection.

Its new INSPIRATIONpro 9.0 has been designed to help call center managers learn about their agents' service level through analysis and evaluation of recorded call data and screen activities.

The solution's multi-language speech analytics software identifies interactions in all conversations, and analyzes where agents need to make improvements. Features include keyword spotting and transcription, increased data security, and an eLearning module to send customised education material directly to an agent's desktop. In addition, it offers real-time contact between agents and supervisors without the customer's knowledge, and a browser-based interface for access from any location.

Chairman and CEO Guenther Mueller comments: 'INSPIRATIONpro makes it easier for contact center managers to get their job done. Its speech analytics software provides extended evaluation and reporting features based on the actual meaning of the conversation.'

The new solution will be officially launched at Call Centre Expo 2009 in the UK, on September 22-23, 2009.

Web site: www.asctelecom.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.