iCOPE teams up with ASC Germany

Gaurav Patra / New Delhi

Bangalore-based iCOPE Technologies has announced a new partnership with ASC, Germany. ASC is among the leading providers of performance improvement solutions for contact centres, financial institutions, public safety and government organisations. Both the companies will provide a complete range of integrated communications recording and quality monitoring solutions and services to Indian companies.

The companies are jointly showcasing InspirationPro, a quality monitoring solution. Apart from this product they are also showcasing Marathon Evolution, a new generation communications recording platform that specifically addresses the need for contact centres to react quickly to change whilst containing operational costs, making it the ideal choice for outsourced contact centre operations. ASC’s recording solution already has a strong client base in the Indian government with installations at different locations, including Delhi Police, the Power Grid Corporation and at more than 40 Indian airports. “India has a huge contact centre market. Our new alliance with iCOPE has helped us tap this high growth market,” said Marcus Rex, director Global Alliances, ASC. He also said the new alliance with iCOPE would ensure a stronghold for his company’s solutions in the Indian market. “iCOPE’s long-term industry experience and technical excellence will definitely help us in increasing our market share in India.”

On the other hand, iCOPE, through this partnership is hopeful of providing comprehensive solutions to its customers in India. “ASC’s product portfolio will enable us to offer comprehensive solutions for recording, evaluation and analysis of customer interaction over the telephone, VoIP, fax or e-mail,” said Deepak Nakra, managing director, iCOPE Technologies. Nakra is also hopeful of the fact that they would also be able to leverage their strong background in software development to provide a better solution and the required customisation, especially to contact centres.

iCOPE is also looking at leveraging the experience of ASC as far as quality in outsourced contact centre operations is concerned. However, both the companies are in a position to help out customers on quality issues such as agent development and training in outsourced operations and how companies can overcome potential problems and ensure the highest possible quality standards.