news

26 December 2012

Asteros Labs and STC Innovations raise the IQ of a modern call center

Asteros Labs and STC Innovations launch a joint sales support solution for call centers. The new intelligent system based on Asteros Business Contact platform is designed to support operator sales by analyzing CRM data and ongoing conversations with customers.

Asteros Labs and STC Innovations launch a joint sales support solution for call centers. The new intelligent system based on Asteros Business Contact platform is designed to support sales by analyzing CRM data and ongoing conversations with customers.

Asteros LABS and STC Innovations are Skolkovo Resident businesses actively designing and developing innovative business solutions. They signed a partnership agreement in 2012 to join their expertise to improve performance of front offices in the retail industry, insurance companies, banks and other customer-oriented organizations.

Sales Support Module is the first joint product of Asteros Labs and STC Innovations. It combines the features of Asteros Business Contact platform with the speech recognition technologies. Intelligent functionality of the new solution will help businesses to increase cross sales through call centers.

Asteros Business Contact and the speech recognition subsystem concurrently process an incoming call. As the operator speaks with the customer, the new solution identifies keywords, determines emotional state of the caller and measures number of interruptions, percentage of speaking time and other parameters. The application also fetches client data from CRM and other IT systems. Results of data set analysis are used to select individual items from the product and service matrix and indicate their relevance for this particular customer. At the right moment during discussion, the system shows the operator a list of offers suggested for this customer. The system also proposes a sales scenario, which it selects according to operator qualifications.

“Highly competitive businesses require more than just process automation to fuel their growth. Modern customers need systems that can predict solutions and model behaviors. This is especially true in conversations with consumers. Our new solution is a great example of how IT can help businesses at an entirely new level. Sales Support Module would be most relevant for telecommunications, financial services, insurance and IT industries,” says Aleksey Demidov, Chief Executive of Asteros Labs.

“We see a great future in joint development of innovative business solutions with Asteros Labs. Sales Support Module is our first joint productivity solution for front office customer service operations. Our next step will be to integrate biometric identification technologies with Asteros Business Contact to improve security and speed up customer service operations using voice authentication to identify customers,” says Dmitry Dyrmovsky, Head of Moscow Branch of STC.