NeuralAct Uses AI to Enhance Customer Service

NeuralAct Inc, a developer of leading-edge call center management software, offers an Artificial Intelligence framework called Artificial Neural Network (ANN) to help call center managers optimize their workforce with well-organized, sufficiently staffed shifts.

Neural Forecast Manager, an AgentCARE Workforce Management software application, is designed to take the guesswork out of managing a call center. It uses historical call volume data to predict the number of calls a call center can expect at any given point in the future. The Artificial Neural Network (ANN) creates its own models from the historical information; it stores experiential knowledge and makes it available for accurate shift and resource requirement prediction. Additional influences, such as holidays, advertising campaigns and promotions, can be taken into consideration for greater accuracy of prediction.

NeuralAct offers two AgentCARE software suites: CHRM (Call Center Human Resource Manager) and Workforce Manager. With these programs, agents can be tracked from recruitment through exit interview. Along the way, the agent is assessed and offered refresher training, is scheduled according to demonstrated skills and preferences, and is assigned to well-organized, sufficiently staffed shifts; the latter is made possible by Neural Forecast Manager.

The founders of NeuralAct recognized that the high turnover rate of call center agents was an issue that needed to be addressed; agent turnover is costly in terms of time, money, and efficiency. Agent experience is closely bound to customer experience, well-trained, experienced, satisfied agents will provide superior customer service. AgentCARE achieves this with its holistic approach to agent management, encompassing recruitment, training, shift scheduling, and performance review.

About NeuralAct Inc

NeuralAct Inc is a software development company that focuses on the design and implementation of leading-edge call center management software. NeuralAct was founded in South Africa in 1996, as InterAct Global (Pty) Ltd. Upon its entry into the U.S. market, the company became NeuralAct Inc, in the United States, and NeuralAct (Pty) Ltd in South Africa. NeuralAct's AgentCARE suite of software products is designed to enable call centers to provide superior customer care, organize their workforce and human resources management, and better administer the recruitment, training, scheduling, and performance of their agents.

For more information about NeuralAct Inc and its products, please visit their Website at www.neuralact.com or call 703-793-9700. NeuralAct Inc, 2323 HorsePen Drive, Suite 450, Herndon, VA 20171.

Contact Kobus van der Westhuizen, Executive vice president sales & marketing of NeuralAct, 703-793-9700, kobusv@neuralact.com.