ASC BLOG
 


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Topic: Strategy

Le potentiel de l'intelligence artificielle dans l'analyse pour les centres de contact, les fournisseurs de services financiers et les organismes de sécurité publique


De grandes quantités de données provenant de différents canaux s'accumulent chaque jour dans les entreprises de toutes tailles et partout. Les outils d'analyse permettent de récolter des informations précieuses à partir de ces données. Grâce à l'intelligence artificielle, il est possible d'évaluer d'énormes quantités de données et d'identifier des modèles et des contextes beaucoup plus rapidement que ne le ferait le travail humain. Mais quel est le potentiel de l'intelligence artificielle dans l'analyse ? Peter Schmitt, directeur technique d'ASC, explique les avantages pour les centres de contact, les fournisseurs de services financiers et les organismes de sécurité publique en se basant sur différents scénarios d'utilisation.
 

Involontaire, mais nécessaire ? La transformation des centres de contact


La transformation numérique des centres de contact a été accélérée par les confinements ou les ordres de rester à la maison et a provoqué de rapides changements. Cette transformation a non seulement provoqué des modifications au sein des centres de contact, mais aussi au niveau des attentes des clients. Dans cet article, Eric Buhagiar, directeur général de la filiale française d’ASC, explique comment la transformation numérique a changé l'expérience client et ce que l'on peut attendre de l'avenir des centres de contact et du service clients.
 

Involuntary, but necessary? The transformation of contact centers


The digital transformation of contact centers was sped up by lockdowns or stay at home orders and caused rapid changes. This transformation not only caused changes within the contact centers, but also with customer expectations. In the following, Eric Buhagiar, Managing Director at ASC, explains how the digital transformation changed the customer experience and what can be expected for the future of contact centers and customer services.
 

That is what ASC’s partner strategy looks like


Being a jack of all trades is an outdated claim that does not work any more in modern economy. Today, companies rely on strategic partnerships to keep abreast of trends and to position themselves prominently in the market. Alexander Jung, Manager Sales Operations at ASC, and Patrick Salg, Vice President Strategic Alliances at ASC, explain why ASC banks on strategic alliances, what characterizes its global partner strategy and how cooperations are forged.
 

The potential of artificial intelligence in analytics for contact centers, financial service providers, and public-safety organizations


Large amounts of data from different channels accumulate in companies of every size everywhere every day. Analytics tools are helping to harvest valuable information from this data. By means of artificial intelligence, huge amounts of data can be assessed, and patterns and contexts identified a lot faster than human labor could. But what is the potential of artificial intelligence in analytics? Peter Schmitt, CTO at ASC, explains the advantages for contact centers, financial service providers, and public-safety organizations based on different usage scenarios.
 

How to Unlock the Full Potential of Your Customer Experience with Interaction Recording, Quality Management and Analytics


The ways that contact centers engage with customers have changed with the emergence of mobile devices and omni-channel options. What hasn’t changed is the demand for prompt and efficient service, regardless of the communication channel. With a workforce optimization solution, you have access to a wealth of insightful information on contact center performance. So how to unlock the full potential of your customer experience with valuable insights into every interaction? Chris Wearne, Managing Director United Kingdom at ASC Technologies AG, gives some insights on what role Interaction Recording, Quality Management, Coaching & Learning and Analytics do play and how it is used by customers from ASC and Mitel.
 

Comment exploiter pleinement le potentiel de votre expérience client en matière d'enregistrement des interactions, de gestion de la qualité et d'analyse


La manière dont les centres de contact s'engagent avec les clients a changé avec l'émergence des appareils mobiles et des options omni-canal. Ce qui n'a pas changé, c'est la demande d'un service rapide et efficace, quel que soit le canal de communication. Avec une solution d'optimisation des effectifs, vous avez accès à une mine d'informations utiles sur les performances des centres de contact. Alors, comment exploiter le plein potentiel de votre expérience client grâce à des informations précieuses sur chaque interaction ? Chris Wearne, directeur général pour le Royaume-Uni chez ASC Technologies AG, donne quelques indications sur le rôle que jouent l'enregistrement des interactions, la gestion de la qualité, le coaching et l'apprentissage et l'analyse, et sur la manière dont les clients d'ASC et de Mitel les utilisent.
 

Current challenges & trends and their effects on contact centers


At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.
 

An interview with Ann-Kathrin Müller about New Work Transformation


In times of digitalization and working environment 4.0, New Work has become a key word. New Work is about finding meaningful work for oneself. But the transformation can only succeed if attitudes and corporate culture change simultaneously. Ann-Kathrin Müller, Director Business Development at ASC, in an interview about New Work, collaboration and her personal favorite collaboration tool.
 

Thought leadership – Becoming an opinion leader with compliance recording from the cloud


Thought leaders are opinion makers and opinion leaders at the same time. Not only do they have innovative products to offer but also appear in the public as experts. Unique content and a strategic orientation make a thought leader a great support and advisor. But how can a medium-sized family-run company from Germany position itself as a thought leader? Here are some ideas.