ASC Invests More than $24 Million in Research and Development
23 Jun, 2010
ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate communications will invest more than $24 million for research and development of new software solutions for improving service quality and optimizing business processes during the next three years. The investment will be financed from internal resources without a bank loan and will create numerous job openings at the company’s headquarters in Hoesbach, Germany, as well as an affiliated location in Saarbruecken.
During recent years, ASC has shifted its focus towards software products. Today, nearly 70 percent of its revenues are derived from advanced software solutions and related services.
ASC’s strategic goals include doubling of sales within the next five years; its double-digit growth in 2009, well above the industry average, seems to make this objective possible.
Guenther Mueller, Chairman and CEO of ASC telecom AG, said, “In 2008 and 2009, we created a solid foundation to continue our dynamic growth well into the future. ASC is consistently increasing its market share despite significant consolidation and retrenchment in our field.”
Mueller went on to emphasize the strong growth potential in Business Process Optimization and its key components: voice recording, quality management, speech analytics, eLearning and workforce management. Of these, ASC sees the most potential in its software solutions for intelligent speech analysis because it facilitates the identification and fulfillment of customer needs.
These new solutions enable automatic categorization of calls through keywords and can spot problem calls through emotion detection. They also transcribe recorded calls into text for more detailed analysis.
ASC will focus on speech analytics in its research and development initiative and will work closely with esteemed international informatics research institutions including Germany’s research center for artificial intelligence (DFKI) and the Max Planck Institute for Information Science (MPII).
ASC’s new solutions are designed for quality, process and campaign management and will generate critical information for marketing, sales and advertising as well. They will help to increase efficiency for promotional and operational procedures in general.
About ASC
ASC is a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal information, enabling companies and organizations to considerably improve their value creation: contact centers enhance customer service, efficiently deploy staff and increase productivity. Financial institutions fulfill documentation requirements, achieve a higher level of legal security and reduce costs. First responders and public safety organizations enhance reactivity in emergency situations.
ASC´s software solutions are used in contact centers to continuously measure and improve the quality of customer contacts. Data from all communication levels in contact centers are collected, brought together and evaluated to help train agents and optimize customer service. Based on the content of recorded calls and screen activities, INSPIRATIONpro reveals improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.
ASC subsidiaries and sales offices in France, Germany, Japan, Poland, Singapore, Switzerland, United Arab Emirates, Great Britain and the United States, as well as certified, powerful distribution partners, realize ambitious customer projects in more than 60 countries. An export quota of more than 50 percent, together with its worldwide service network, makes ASC a powerful global player.
