Leading Edge R&D:

ASD softswitch BRINGS AI TO CONTACT CENTERS

ASD softswitch -- the latest generation of multimedia contact center software from SCS -- uses artificial intelligence (AI) technology to raise the productivity and effectiveness of inbound, outbound and blended contact center environments. The product analyzes and learns from actual contact volume and flow as it occurs, coordinating all of its resources, then adjusts the communications system for optimal performance.

"There are business objectives behind every contact center -- sales growth, customer service, product support," said SCS president and founder Mike Mitchell. "The goal of any communications technology should be to facilitate those objectives, not become the focal point of operational frustration. Using AI-based software, ASD softswitch enables contact center managers to focus on business strategy and customer service, rather than the technical hassles of telecom and IT issues."

While other contact center systems manage volume and flow according to strict logical parameters that must be manually adjusted after studying the results of hundreds of contacts, ASD softswitch uses AI to make incremental dialing and routing changes minute by minute as contacts occur.

"ASD softswitch mimics human thinking, which is intuitive and flexible," Mitchell explained. "The product understands your overall parameters and handles the fine-tuning and tweaking itself to keep you on track to achieve your objectives."

ASD softswitch provides an unlimited number of parameters for managing inbound, outbound or blended contact environments. And unlike other systems, the product allows contact center managers and systems programmers to quickly and easily model as many "What if?" scenarios as desired without a separate testing environment that requires IT expertise.

The product also features Web-enabled monitoring, which allows contact center managers to see and hear actual interactions between service agents and customers via the Internet as they occur.

"With the new Web-enabled monitoring capability, a contact center manager can dial in with a laptop and monitor agent performance, even conference in if necessary," explained Mitchell.

The ASD softswitch open application program interface (API) allows information from any data source -- such as Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Supply Chain Management (SCM) applications -- to be integrated with communications systems. Because ASD softswitch operates on a distributed computing model, host servers for various functions can be located anywhere and linked via Internet. This frees businesses from geographical and so-called "brick & mortar" constraints to create "virtual" contact centers using remote infrastructure and agents.

Independent testing by industry product analyst CT Labs found the inbound and outbound capabilities of ASD softswitch to be error-free. A recent CT Labs certification report pronounced the product's performance was "rock solid." Telephony vendors retain CT Labs to test their products; testing procedures are objective and results reported in full. A digest of the CT Labs report is available at CMP Media's CommWeb portal at www.commweb.com/article/COM20010615S0007. The full report also is available on request by contacting SCS at 800-727-4155 or www.strategicinc.com.

About SCS

SCS develops and deploys multimedia software solutions for inbound, outbound and blended customer contact centers. The suburban-Chicago company's premier product, ASD softswitch, features artificial intelligence (AI) technology that analyzes and learns from actual contact volume and flow as it occurs, then adjusts communications systems immediately, not hours or days later. Founded in 1987 as a pure software development firm, SCS applies technology to solve real-world business problems and improve not only the efficiency, but also the effectiveness of business processes. For more information on SCS and the ASD softswitch, visit www.strategicinc.com.

Contact SCS, Mike Mitchell, 847-843-4134 x317, mmitchell@strategicinc.com.