Category: Uncategorized
- Published: 29 November -0001
ASC INSPIRATIONpro Quality Monitoring solution has been selected by VMS-MobiFone, Vietnam’s second largest mobile GSM network carrier, to improve the quality of their customer interactions in their Customer Care contact centre. VMS-MobiFone’s objective is to become the best mobile communications service provider and they are planning to achieve it through outstanding quality of service and support to their customers. Thus, VMS-MobiFone is implementing ASC’s INSPIRATIONpro Quality Monitoring solution in their Customer Care centre in Ho Chi Minh City to monitor and evaluate the levels of quality and the performance of their agents to ultimately improve their customer service skills. The contact centre has 100 agents handling on average 20,000 in-bound calls per day, working in a free-seating environment.
The chosen ASC solution comprises of ASC MARATHON communications recording platform, fully integrated with the existing Ericsson MD110 PBX, and INSPIRATIONpro, ASC’s agent evaluation and quality monitoring solution. Free-seating is provided without expensive CTI integration by simply tagging the calls and screen activities with the agent’s Windows logon ID.
“We consider quality to be our main competitive advantage and we want to be able to provide our customers with the best possible service.” Commented Dang Van Dung, Call Centre Manager at VMS-MobiFone. “We looked at what was available on the market for Quality Monitoring and we selected ASC because of the extensive product features and the service support presence in Vietnam.”
INSPIRATIONpro allows VMS-MobiFone to capture both voice and data activities with selective, rules based recording for 30 concurrent agents. Call Centre supervisors can evaluate calls using INSPIRATIONpro’s intuitive and customisable templates, and they can devise specific training programmes based on the outcome of both telephone interactions and agent’s screen activities. VMS-MobiFone will also take full advantage of INSPIRATIONpro‘s reporting capabilities, creating new report templates using Crystal Reports, INSPIRATIONpro‘s reporting engine.
VMS-MobiFone will receive full support and after-sale services from Schmidt Electronics Asia Ltd., ASC’s reseller in Vietnam.
Ends
About VMS-MobiFone
Since its launch in 1993, MobiFone has quickly affirmed its strong position in the fast-growing Vietnamese mobile communications market. Jointly run by state-owned Vietnam Mobile Telecom Services Co. (VMS) and Comvik International Vietnam AB, the MobiFone GSM network has approximately 1.3 Million subscribers and provides customer care services through three contact centres at different locations.
About ASC
ASC, headquartered in Hösbach, Germany, is a leading global provider of integrated communications recording and quality monitoring solutions for contact centers, financial institutions, public safety and government organizations, with nearly 40 years experience in the communications industry. ASC has over 20,000 installations in more than 60 countries.
Focused on quality, liability and risk management, ASC’s communications recording solutions provide recording, evaluation and analysis of all electronic communication and interaction of telephone (including VoIP), fax, e-mail, web chat/ browsing and desktop computer activity in both traditional and Web based environments.
ASC’s quality monitoring solutions effectively capture, evaluate and improve the performance of contact center interactions and the quality of the entire customer experience. The browser-based products are easy to access, use and deploy and increase productivity and customer loyalty while decreasing staff turnover, customer defections and security risks.
With operations in the United States, Great Britain, France, The Netherlands, Switzerland and selected distribution partners, ASC operates in more than 60 countries worldwide. ASC’s integration partners include leading providers such as Alcatel, Avaya, MITEL, NEC, Nextira One, Nortel, Siemens and Tenovis, allowing customers to easily implement ASC solutions in almost every environment.
Additional information about ASC and its complete product line can be accessed on the World Wide Web at http://www.asctelecom.com
For more information, contact:
USA
ASC telecom L.P.
4 Gannet Drive, Suite 100 A ∙ White Plains, NY 10604 ∙ USA
Phone: +1 914 644 6444
Fax: +1 914 644 6446
E-Mail This email address is being protected from spambots. You need JavaScript enabled to view it.
Contact: Tony Procops, General Manager
EMEA
ASC telecom AG ∙ Seibelstraße 2 ∙ 63768 Hösbach ∙ Germany
Phone: +49 6021 5001-264
Fax: +49 6021 5001-310
E-Mail This email address is being protected from spambots. You need JavaScript enabled to view it.
Contact: Katrin Henkel, Communications & Public Relations
