ATS was chosen by the most important mobile and fixed telecommunication operator of Argentina to install a call recording system and screen capture for 3350 agents over 1150 canals with the aim to improve the quality in the attention model to their clients. In addition, this solution will be implemented in 2700 positions in their Call & Contact Centers. 


This operator had the need to manage calls recording to maximize the control and the efficiency in the agent-client relationship. This system emphasizes in the conflictive points of the personalized attention in order to improve them and focus on its positive aspects. 

 

Through the synergic union between ATS and its partner Verint, it will be possible to provide a platform that records the complete record of the call and gives information about the client, the agent, etc.


The solution covers initially the scopes of IP Recording and Quality Monitoring, nevertheless, the operator will be able to incorporate additional facilities depending on the business requirements due to the functional flexibility of Verint’s platform, as Speech and Byline Analytics, Work Force Management, Performance Management and Customer Feedback Management. These applications will optimize the service of Telefónica’s Contact Centers using the same suite.

 

ATS understood clearly the client’s requirement and offered a solution that will increase cost-benefit to subscribers and satisfy the company’s quality standards.