A new solution suite by ASC (News - Alert) that records and analyzes customer communications and provides workforce management and e-learning will be demonstrated at the upcoming Gitex trade show in Dubai.
Hesbach, Germany-based ASC provides solutions that record, analyze and provide information in real-time that helps decision makers determine an appropriate course of action quickly.
ASC’s neo Recording and WFO Suite is designed for organizations that provide customer support by phone. Call centers, financial institutions and emergency dispatch facilities are the target market for the solution.
The suite makes extensive use of big data and data mining technology. To comply with regulations like Dodd-Frank in the US or Markets in Financial Instrument Directive (MiFID II) in the EU, ASC provides speech analytics of recorded support calls with customers.
Dodd-Frank became law in the U.S. in 2010 in response to the financial meltdown that started in 2008. The law contains provisions to protect consumers from illegal activity such as predatory lending practices, which were common among some sub-prime lenders. MiFID II provides a way to standardize financial institution practices among the 28 nations that are members of the EU, plus Iceland, Liechtenstein and Norway.
Recording interactions with customers, performing speech analytics and data operations allows financial institutions to audit themselves and to easily provide government regulators with information when they do the auditing.
The technology is also critical in dispatching environments that send law enforcement, EMS and fire departments to a crime scene, disaster or other emergency. Air traffic control systems can use the technology to examine tower and cockpit communications when safety events occur.
The orders of magnitude that memory has grown, processor speeds have improved and storage capacity has increased while dropping significantly in price has made big data and data mining possible. Databases are no longer limited to storing structured data and can literally consist of anything from raw text to video content.
Although data mining has raised concerns about privacy as it relates to government agencies like the NSA, the technique can be used for a variety of applications dealing with public safety that most people would likely support.
Edited by Rory J. Thompson