INSPIRATIONpro 9.0 features speech analytics with emotion detection, keyword spotting and transcription; an eLearning module to send customized educational material directly to the agent's desktop; and increased data security to help comply with the high standards set by PCI (payment card industry). INSPIRATIONpro helps call center managers learn about their agents' service level through analysis and evaluation of recorded call data and screen activities. Other features include real-time contact between agents and supervisors without the customer's knowledge, and a user-friendly browser-based interface for access from any location. The speech analytics software in INSPIRATIONpro 9.0 identifies the most interesting, critical and useful interactions among an otherwise unmanageable number of conversations. It thoroughly analyzes customer needs to establish continuous agent improvement and optimization of corporate processes. The speech analytics now includes a sophisticated multi-language module. ASC's generation of solutions also support the use of Citrix software for application virtualization, thus letting contact center managers streamline internal administration through central data administration with local access to the data.
