As part of this collaboration, Brightmetrics, a trusted partner of Mitel, will gain access to functionalities native to Mitel Interaction Recording (MIR), which is powered by ASC. This integration will enable mutual customers to seamlessly access and use ASC's recording features within the Brightmetrics platform, enhancing their ability to monitor, analyze, and optimize their call center operations.
"We are excited to join forces with Brightmetrics to deliver added value to our customers," said Katrin Henkel, President of ASC Americas. "By integrating our recording capabilities with Brightmetrics' advanced call analytics solutions, we are enabling organizations to gain deeper insights from their contact enter data, ultimately driving better business outcomes and enhancing customer experience.”
To emphasize the importance of the partnership, ASC and Brightmetrics will showcase their joint offerings during Mitel Next in San Antonio, Texas, from April 29 to May 1, 2024.
The integration will allow customers to efficiently search for and listen to MIR recordings directly within the Brightmetrics platform, streamlining workflows and providing a consolidated view of critical call center metrics and recordings. This seamless access to MIR recordings within the Brightmetrics environment will enable organizations to make data-driven decisions improve agent performance and ensure regulatory compliance.
"We are pleased to partner with ASC Technologies to offer our customers a comprehensive solution for call center analytics and recording," said Jim Lewis, CEO of Brightmetrics. "By combining our advanced analytics capabilities with ASC's recording and quality management expertise, we will provide organizations with the tools they need to optimize their call center operations and deliver exceptional customer service."
To clarify the unique contributions of each partner, Brightmetrics specializes in advanced analytics related to call center data statistics, offering insights into performance metrics, trends, and operational efficiencies. In contrast, ASC focuses on recording contact center interactions and content analysis for quality improvement. This ensures that organizations benefit from a comprehensive analysis of both quantitative and qualitative aspects of their call center operations.
The collaboration between ASC Technologies and Brightmetrics underscores their shared commitment to providing organizations with innovative solutions to improve efficiency, compliance, and customer satisfaction in their contact center environments.
About Brightmetrics
Brightmetrics is a leading provider of reporting and data analytics solutions for Mitel®, Genesys® Cloud and RingCentralTM phone systems. Its powerful tools allow users to gain insights into their unified communications and contact center processes that have previously been nearly impossible to analyze, including inferred customer service metrics, employee staffing, productivity and training metrics, and system configuration information from a very high level down to cradle-to-grave reporting for individual calls.
About ASC
ASC is a worldwide leading provider of software and cloud solutions in the field of omni-channel recording, quality management, and analytics. Among our target groups are all companies that record their communications, especially financial service providers, contact centers, and public safety organizations. We offer solutions for recording as well as AI-based analysis and evaluation of all communications – with full flexibility as a cloud service, on-premise or as a hybrid solution. Headquartered in Germany with subsidiaries in 13 countries and experienced system integration partners in over 60 countries, ASC is the #1 Europe-based player in its industry.