ASC Communication Recording Solution
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Nashua Communications 2011. All rights reserved.
June 2012
Page 1
Communications Recording Solutions and WFO
Nashua Communications 2011. All rights reserved.
ASC Company Overview
Headquarters: Hoesbach, Germany
Nine branch offices: France, Germany, Japan, Singapore, Switzerland, UA Emirates, UK, USA
Founded: 01st July 1964
Employees: More than 300
R&D spending: 18 - 20 % of annual revenue
International sales: More than 50 %
International support: Sales and technical support following the sun
International mindset: More than 20 different nationalities working together in ASC Group
2010 --- ASC Invests More than 20 Million Euros in Research and Development
Nashua Communications 2011. All rights reserved.
Page 3
Recording Solutions
Nashua Communications 2011. All rights reserved.
Page 4
MARATHON EVOLUTION suite
Scalable Communications Recording Solutions:
MARATHON EVOLUTION XXL as stand-alone (24 - 720 channels) or network solution with unlimited recording channels (Currently supports up to 1560 channels in one platform)
MARATHON EVOLUTION as stand-alone (4 - 420 channels) or network solution
MARATHON EVOlite as stand-alone (4 - 64 channels) or network solution
World‘s first Recording Solution with Linux operating system
Perfectly suited for Hybrid environments
Nashua Communications 2011. All rights reserved.
Page 5
MARATHON EVOLUTION suite
Scalable Communications Recording Solutions:
MARATHON EVOipEntirely Software only Solution:
(4 – 300 Concurrent channels)
Supports both Windows and Linux O/S
Advanced integrations for both ACTIVE and PASSIVE
side recording
World‘s first Recording Solution with Linux operating system
Nashua Communications 2011. All rights reserved.
Page 6
Workforce Optimization
Nashua Communications 2011. All rights reserved.
Page 7
INSPIRATIONpro WFO
Report Module
Template
Generator
Record Planner
Module
Session Module
Evaluation-
Module
Easy W
orkflow
Nashua Communications 2011. All rights reserved.
ASC´s strong focus on BPO
ASC's Business Process Optimization (BPO) solutions support the collecting and storing of communication-centric and structured data across different media within an enterprise.
Furthermore, this information can be enriched with additional data, analyzed and visualized.
ASC provides standardized interfaces to Workforce Management, Customer Relationship Management- and Billing systems.
ASC's Business Process Optimization solutions seamlessly fit into almost any heterogeneous ICT infrastructure.
Nashua Communications 2011. All rights reserved.
Page 9
ASC Communications Recorder MARATHON EVOLUTION / EVOip
INSPIRATIONpro Seat Lizenz inkl.
3 Agenten-Lizenzen
Training
Module
INSPIRATIONpro Server – License
INSPIRATIONpro Server Hardware
Mircosoft Windows Server 2003/2008
INSPIRATIONpro Seat Lizenz inkl. 3 Agenten-Lizenzen
Mircosoft SQL-Server 2005/2008
INSPIRATIONpro Seat License incl.
3 AgentsAgenten Module
Evaluation Module
Session Module
Record Planner
Report Module
Screen Capture Server
Screen Capture Server Hardware
Screen Capture Seat License
Screen Capture Seat License
Customer Feedback Module
Client PC
AGENTassistance
Module
Client PC
Keyword
SpottingTranscription
Emotion
Detection
Speech Analytics Server
Speech Analytics Server Hardware
Mood
Detection
Work Force Management Integration
ASC´s strong focus on BPO
Nashua Communications 2011. All rights reserved.
Page 10
Increase Profit through BPO
Input:
Invest in BPO
Increase
Productivity, Efficiency, Transparancy, Quality
Increase
Customer & Employee
Satisfaction
Lower Employee
Fluctuation, Increased
Customer Loyality
Reduce
Time to React, Running
Time, Overhead
Reduced
Cost
Result:
Increased Profit,
ROI
Nashua Communications 2011. All rights reserved.
Page 11
2009: In a major survey of contact centers
“80% of businesses believe they deliver a superior customer
experience…....8% of their customers agree.”
- Bain & Company
Why Business Process Optimization?
Nashua Communications 2011. All rights reserved.
Major Customers of ASC
Nashua Communications 2011. All rights reserved.
ASC’s Strategic & Technology Partners
Strategic partnerships with industry leaders for providing enhanced, integrated solutions to our customers
Global Network of technology and system integrators
Nashua Communications 2011. All rights reserved.
Page 14
Global Solution Partner
ASC has reached the highest level possible in the technology partner program run by Siemens Enterprise Communications.
An accolade that only ten companies in the world have achieved.
ASC is a preferred Siemens supplier in the fields of voice recording and quality monitoring.
© 1994-2008 M2 COMMUNICATIONS LTD
Nashua Communications 2011. All rights reserved.
Page 15
Value Proposition
Nashua Communications 2011. All rights reserved.
Page 16
Trouble-Free Operation
Fault prevention on product and organizational level
Validated hardware components Intensively tested software
and proven quality control Sophisticated hard- and
software design System backup Proactive customer support
ASC’s recording solutions are designed in terms of robustness and reliability, leveraging low operating costs.
Nashua Communications 2011. All rights reserved.
Page 17
Trouble-Free Operation
Malfunction management Central Service Management for
network-wide system monitoring Alarm messages and full audit trail
to retrieve system history in case of a malfunction
System restore functionality for minimum downtime
Fast resolution of issues with service packs and hotfixes
In case of a system issue ASC provides a sophisticated malfunction management, fostering fast and efficient system monitoring leading to low operating costs.
Nashua Communications 2011. All rights reserved.
Page 18
All in One Solution
Single server approach ASC’s business process optimization
solutions only require only one single server including all relevant software components
VoIP & TDM recording, screen recording, CTIntegration, Quality Monitoring, etc. can be installed on one single server
Facilitates Green IT through reduced energy consumption
ASC’s single server approach fosters cost effectiveness through savings on server hardware, energy and required space as well as easy maintenance resulting in low operating costs.
Nashua Communications 2011. All rights reserved.
Page 19
Low operating costs due to various possibilities of additionally integrating new functionality while utilizing the existing basic system.
Investment Protection
ASC recording systems can be adjusted to various future requirements for protecting the investments High scalability of channels per recording system Easy update / upgrade of soft- and hardware Hybrid recording when migrating from TDM to VoIP Extending functionality from small features up to integrating screen
recording or even Quality Managementsolutions without replacement of existing systems
Possibility of changing telephone infrastructure by supporting various specific PBX vendors
Nashua Communications 2011. All rights reserved.
Page 20
Hybrid Recording
TDM and VoIP recording in one server system
Investment protection: migrating customer infrastructure from TDM to VoIP with the same recording system
High flexibility in combined telephony environments Small footprint with one single server
for hybrid recording Upgrades from pure TDM to hybrid
recording without downtime, just a matter of software licenses
Low costs for acquisition and operation by utilizing one single server for recording that fits any customer telephony environment.
Nashua Communications 2011. All rights reserved.
Page 21
Sophisticated Storage Management
Data compression Various different compression rates between 4,8 and 64 kBit/s Compression of VoIP and TDM recordings
with minimized file size and maximized audio quality
No negative impact on the system performance due to well-engineered software coding
Decreased operating costs by reducing storage requirements with compression based on customer needs.
Nashua Communications 2011. All rights reserved.
Page 22
Easy – Intuitive – Efficient
Easy to install Single Server Approach Web-based configuration with easy
access from any network connected PC Browser-based search & replay applications
without the need for installation on the agent PC Comprehensive multi-lingual documentation Configuration wizards with predefined configuration
settings for various integrations
Intuitive to use Multi-language agent applications Context sensitive online help Straight-forward design of user interfaces with intuitive handling Quick retrieval of recordings due to call tagging
Nashua Communications 2011. All rights reserved.
Page 23
Various sophisticated licensing models enable custom-tailored recording systems with a fair pricing and significantly reduced acquisition costs.
Fair Licensing Model
Dynamic licensingLicenses can be shared across many recorders
Concurrent licensing modelA license is required per recorded call,independent of the number of phones to be recorded in the network
Reduced prices for failover systemsFor systems which are only used as standby-systems, reduced prices apply
Modular approachCustomers only need to buy the licenses required
Nashua Communications 2011. All rights reserved.
Page 24
System Security
Encryption of voice files Recorded audio data is stored in an ASC-proprietary format and can
only be replayed with ASC applications AES 256 bit encryption as standard, extended customer specific key
management as option
Secure system access ASC web clients use HTTPS ASC applications connect via SSL File transfer works with SFTP
Well-engineered system and data security help protecting sensitive enterprise data facilitating enhancing risk management.
Nashua Communications 2011. All rights reserved.
Page 25
Legal Documentation
Voice recording for legal purposes is an effective way to increase security in case of unjustified allegations Fast and easy retrieval of relevant calls by using specific search
criteria Tamper proof recording and
replay of conversations Short- and long-term storage
of important data Export as wave file for replay
without recording system
Enhanced risk management by clarifying a situation before getting involved in legal disputes.
Nashua Communications 2011. All rights reserved.
Page 26
Low operating costs through intuitive, fast and secure user & rights management.
User & Rights Management
Advanced User Management LDAP integration Users, agents and roles Separation of system administration
and data access Centralized administration of users
Sophisticated Rights Management Two person integrity Free adjustable password rules and forbidden passwords Individual assignment of user rights
Nashua Communications 2011. All rights reserved.
Page 27
Archiving Solutions
ASC offers a variety of archiving solutions to meet any customer requirement Archiving on various different offline storage
devices and network storage solutions Multiple modes for parallel, cascading
or rules based archiving Data compression for efficient disk
space utilization Centralized archiving and retrieval of calls
in multi-recorder environments
Various archiving solutions and flexible adjust- ment to new requirements make storage of conver-sation very easy and significantly reduce operating costs.
Nashua Communications 2011. All rights reserved.
Page 28
Customer-Specific Solutions
ASC as solution provider offers a wide range of tools for integrating various specific customer requirements Extract additional data from special
customer applications for call tagging Develop special tools to manually
control recording Integrate replay applications into
customer front-ends Change existing or even create new
CTI applications to adjust them for specific requirements
Open interfaces enable easy integration of customer-specific requirements into the ASC product family, thus protecting investments and reducing operating costs.
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