Recording and Quality Monitoring Solutions Provide Passenger Service at RATP Contact Centers
Hoesbach/Germany, July 25, 2007 – ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate communications, today announced its installation of MARATHON EVOLUTION and INSPIRATIONpro at the Public Transportation of Paris (Regie Autonome des Transports Parisiens (RATP)). The solution provides communications recording and quality monitoring for all agents and supervisors at RATP’s contact centers.
RATP is a public service company managing the largest multi-modal network in France with 7.3 million riders per day. Agents at its contact centers handle requests for information, services for the handicapped and complaints as well as emergency situations.
RATP now uses bulk recording to improve agent performance. ASC’s solution includes free seating, recording of computer-screen transactions and call-tagging based on agent ACD activity. Recorded calls will also be tracked for security reasons, such as identifying and playing back threat calls.
Eric Arbillot, Contact Center Manager for RATP said, “ASC provided a versatile solution, completely integrated with our pre-existing infrastructure. Its French subsidiary, ASC telecom SASU France, met our manifold requirements with cost control and customer support to guide us every step of the way.”
Georges Pradon, General Manager of ASC France, added, “We are pleased with RATP’s satisfaction since it demonstrates our ability to meet complex customer demands in a rigorous environment. Ultimately, we are providing a public service by improving the performance of RATP’s agents.”
The ASC systems are integrated with Alcatel products including PBXs, IVRs and ACDs. The contact centers Championnet and Cours de Vincennes share one multi-site INSPIRATIONpro server.
MARATHON EVOLUTION, an universal communications recorder, preserves all customer interactions for up to thousands of channels. The system may be configured to record, live monitor and archive diverse communications from one location and to provide search and replay capabilities locally or via LAN / WAN, intranets or the Internet. The distributed recording mode connects multiple recording platforms, departments or locations and automatically transfers the data to a central INTERACTION platform for online access.
INSPIRATIONpro provides access to calls through a browser-based interface with flexible templates for evaluation and scoring. The solution uses the industry-standard Crystal Reports, and agents may train by listening to their own calls.
