ASC SmartContact Centre received the prestigious Best New Product prize at the Irish Contact Centre Awards, attended by around 500 Irish contact centre professionals. SmartCC is a live agent support system that enables team leaders to monitor, coach and support their agents whilst they are interacting with the callers. It provides supervisors with the ability to access and control the agents PC, overhear their conversation with the caller, covertly coach them through the headset and take over the call if necessary.
The judges felt that SmartCC was the most innovative submission, with its novel ability to provide further support for newly trained agents and escalate the call to more experienced staff. SmartCC adds the Irish Contact Centre Best New Product award to the other two main industry prizes won earlier in the year, the Best Product of Call Centre Expo 2003 award and the Dallas Best of Call Center Demo and Conference Award 2003.