Professional Voice-over-IP
Recording with
EVO
ip
4
Voice over IP
What ASC offers:
= Communications recording directly from the IP network
= High data security standard (PCI-DSS)
= Active, passive and hybrid recording
= Recording of encrypted calls
= Vendor-specific integrations for all major IP vendors
EVOip Server Software is...
= Flexible, scaleable and easy to configure
= Compatible with pure IP and hybrid recording in the same system
= Available for Linux and Windows operating systems
= A software-only Voice-over-IP recording solution
Subject to change without notice. Please note that the maximum channel capacity is only valid under standard conditions. Depending on the usage, the complexity of a specific configuration, and the number and types of software applications installed, certain restrictions may apply. Please contact ASC for further information.
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Flexible VoIP Recording Solution ASC‘s VoIP recording has been engineered to perfectly fit the unique requirements of your business. Define individual rules for selective recording, or perform record-on- demand by pressing a button on the IP phone. Bulk recording of all calls is provided by default.
ASC‘s flexible licensing model enables the use of software without any hardware dongle. The connection to a central license server reduces the total cost of ownership and supports scaleability. Entirely Software Based
EVOip is entirely software based without any need for proprietary hardware and may be installed on an industry standard server provided by the customer. The calls are recorded directly from the IP network, saved on a hard disk and archived, if required.
Data Compression
EVOip offers post-compression to reduce bandwidth requirements and increase channel hour capacity while providing significant savings in power and storage costs.
IP and Hybrid Recording
ASC’s solutions allow both pure IP and hybrid recording in the same system for TDM and IP phones.
Active and Passive Solutions ASC’s VoIP recording solution comprises active and passive components.
The passive component monitors audio packets on the LAN. It may be used in almost any customer environment and supports virtually all IP vendors.
The active component operates like
an IP softphone. To record a call, a conference is initiated to the recorder, or the audio streams are routed to EVOip. It supports the industry standard SIP protocol and preserves call-index information, such as incoming and outgoing phone numbers, time of call, etc., to facilitate search-and-replay. PCI-DSS Compliance
EVOip meets stringent Payment Card Industry (PCI) data security requirements. PCI DSS is a universal standard to optimize security for credit card transactions. It protects card owners from identity theft and makes EVOip a preferred solution for security-relevant applications.
Search-and-Replay
ASC offers multiple search-and-replay applications. Select INSTANTplay
or INSTANT WEBplay primarily for immediate retrieval of the most recent calls by PC. By dialing a special number, immediate access to the last call may be obtained from any location. POWERplay
or WEBplay excel with flexible search criteria and other advanced functions. Hosted Service
EVOip may also be installed as a hosted service to let phone service providers handle the recording.
Vendor-specific Integrations Customized integrated solutions for EVOip are available for major IP vendors including Aastra, Alcatel-Lucent, Avaya, Cisco, IP Trade, Mitel, Motorola, Microsoft and Siemens. They support DHCP or recording of extension numbers, and let XML applications transfer the status of the recording directly to the IP phone display. Pressing a phone key starts or stops the recording.
ASC‘s VoIP Recording with EVO
ip
4
Voice over IP
Highlights:
= Software-only solution
= Available for Windows and Linux
= PCI-DSS compliant
= Recording
– Bulk, rules-based or record-on-demand (ROD) – Threat call recording – DHCP support
– Support of G.711 and G.729 – Mono and stereo
– Up to 400 calls simultaneously – Recording planner – Call data compression
= Strong recording integrations
= VoIP recording as hosted service
= Search & Replay
Browser-based and client-server based search & replay applica-tions with flexible search criteria
= Flexible
– Flexible licensing concept – Application Programming
Interface (API) – Enterprise licensing
– Interfaces for ASC`s solution suite
= Archiving
– DVD RDX, USB, NAS – Bulk or selective – Sequential, cascading &
parallel
= Browser-based configuration and administration
= Modern software architecture
= Security
– Secure network and web connection
– Fail-safe features and fault-tolerant modes of operation
Free recording license for demo:
To receive a free demo of EVOip
for Windows, please contact your dealer or register at
www.asctelecom.com.
Workforce Optimization for
Contact Centers with
INSPIRATION
pro
What ASC offers:
= Recording and analysis of business communications
= Quality management solution
= Intelligent speech and text evaluation
= Efficient campaign analysis
What you get:
= Deeper insight into business processes
= Improved service and increased customer satisfaction
= Superior agent skills
Subject to change without notice. Please note that the maximum channel capacity is only valid under standard conditions. Depending on the usage, the complexity of a specific configuration, and the number and types of software applications installed, certain restrictions may apply. Please contact ASC for further information.
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Workforce Optimization
Contact-center interactions represent “moments of truth” between compa-nies and their clients. ASC’s new tech-nologies will expand the measurement and control of customer service into al-most all corporate areas compared to its current limitations: contact center pro-cesses and customer consulting. Based on the content of recorded calls and screen activities, INSPIRATIONpro
reveals the potential for improvement in contact center operations including pro-cesses, marketing, sales activities, time of reaction and problem analysis. As a result, campaigns become more effici-ent, and costs of ownership are signifi-cantly reduced.
Automated Speech Analytics Speech analytics software helps to identify the most interesting, critical and useful interactions among an otherwise unmanageable number of conversa-tions. By using artificial intelligence, ASC’s speech analytics software pro-vides extended evaluation and reporting features to autonomously recognize and respond to the actual meaning of com-munications. Speech analytics tasks can be incorporated into campaign-oriented plans in a time-sensitive manner. eLearning for Advanced Training, Independent of Time and Space Conclusions can be formulated about agent training from the analyzed data. ASC’s eLearning module delivers edu-cational material in a fast and cost-ef-fective manner directly to the agent´s desktop, allowing timely improvement of skills and qualifications.
Active Coaching
INSPIRATIONpro lets the supervisor use authentic voice files for instant coaching. Remarks or additional advice can be ad-ded to recorad-ded calls and proviad-ded to agents. “Best / worst practice“ examples may be created by trainers or supervi-sors and rapidly distributed.
With AGENTassistance the agent can contact the supervisor in real time without the customer‘s knowledge. Supervisors may respond with instant messages (via the chat window) or even take control of the agent`s PC.
Agent Feedback
INSPIRATIONpro lets agents evaluate themselves or fellow agents. This ca-pability double-checks the supervisor’s opinion and motivates agents through increased involvement in the evaluation process.
Customer Feedback
The Customer Feedback module contains an IVR application integrated with a customer survey for initiation immediately after the agent`s conversation. According to marketing studies, if customers receive poor service and report their experience the same day, they are more likely to return with repeat business. In addition, this module may be used to validate supervisor ratings with actual customer opinions.
Virtualization
ASC’s solutions also support the use of Citrix software for application virtualiza-tion, thus letting contact center managers streamline internal administration through central data administration with local ac-cess to the data.
Data Security Meets High Standards INSPIRATIONpro complies with stringent Payment Card Industry (PCI) data security requirements. PCI DSS is a universal stan-dard to optimize security for credit card transactions and protect card owners from identity theft.
Benefits Customers
= Improved customer service
= Personalized relationships
= Reduced hold times and transfers
Agents
= Effective training and coaching
= Improved job skills
= Increased motivation
Supervisors
= Effective management
= Sensitivity to service quality
= Transparent communications
Companies
= Increased loyalty
=Reduced employee turnover
= Improved productivity
=Continuous improvement process
=Reduced training costs
Free Test Version
Contact ASC at hq@asctelecom or visit www.asctelecom.com to receive a free test version of INSPIRATIONpro.
Customer calls become a valuable information source
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Workforce Optimization
Universal Communications Recording Solution
MARATHON EVOLUTION
What ASC offers:
= Communications recording solutions for traditional telephony, Voice over IP and radio = Optimal solutions for contact centers, financial
institutions, air traffic control and public safety organizations
= Open and flexible interfaces for seamless integration with existing IT infrastructure = Scaleable architecture and à-la-carte feature
selection -- only purchase what you need
ASC Communications Recorders:
= MARATHON EVOlite -- compact system for up to 64 channels*
= MARATHON EVOLUTION -- universal com-munications recording solution for up to 720 channels*
= MARATHON EVOLUTION XXL -- high-end sys-tem for up to 1560 channels*
*The actual possible number of channels may vary, depending on the chosen connection type and other configuration details. Please contact ASC for further information.
4
Communications Recording
Communications Recorder MARATHON EVO
lite
,
MARATHON EVOLUTION and MARATHON EVOLUTION XXL
Subject to change without notice. Please note that the maximum channel capacity is only valid under standard conditions. Depending on the usage, the complexity of a specific configuration, and the number and types of software applications installed, certain restrictions may apply. Please contact ASC for further information.
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www.asctelecom.com
Fits all needs -- current and future
MARATHON EVOLUTION, MARATHON EVOlite and MARATHON EVOLUTION XXL are universal communications recorders for the most demanding requirements of busy financial trading floors, high-volume contact centers, mission-critical air traffic control centers and life-saving public safety organizations.
MARATHON EVOlite is perfect for small and medium-sized businesses and can re-cord up to 64 channels* per unit. The
sys-tem offers online storage capacity of up to 400,000 recording hours.
MARATHON EVOLUTION is ideal for companies with medium-to-high channel numbers and records up to 720 channels*
simultaneously per unit. The system offers online storage of up to 400,000 recording hours.
MARATHON EVOLUTION XXL has been designed for high channel numbers. A single recorder is sufficient for up to 1560 channels* and its six-units heigh chassis
fits easily into a standard rack. The system offers online storage capacity of up to 280,000 recording hours.
Open architecture
ASC`s communications recorders are perfect for companies with multiple locations. The solutions may be configured to record, live monitor and archive customer interactions from any branch and then provide search-and-replay either locally, via LAN, through intranets or over the Internet. The system uses a distributed recording mode to connect multiple recording platforms, departments or locations, and it automatically transfers the data to a central INTERACTION platform for online access.
Capture what matters
Recording can be initiated by pre-defined rules, at the push of a button or in bulk in order to verify transactions or to meet compliance requirements. In addition to their high online storage capacity, ASC solutions can preserve data on one or two archive drives (DVD, RDX) or can be connected to NAS/DAS/SAN systems. Calls can also be saved as *.wav files and sent by e-mail.
Future-proof investment
The ASC communications recorders are especially designed to ensure business continuity. Its open-source Linux operating system creates a stable working environment ideal for mission-critical applications. It also provides increased protection against viruses.
The system‘s mirrored and hot-swap hard disks as well as a redundant power supply ensure fail-safe operation and guarantee data security.
Built-in scaleablility and modular architecture provide a future-proof investment and let users purchase only what they need.
Recording, replay and analysis
= Select INSTANTplay or INSTANT WEB-play primarily for immediate retrieval of the most recent call. POWERplay or
WEBplay excel with flexible search crite-ria and other advanced functions. Custo-mers may choose either the browser-based application working without the need for any additional software re-quired or Java-based client/server tech-nology for replay via a local network.
= Threat Call Recording helps organiza-tions protect their company and em-ployees. It can be activated by the agent at any point during a call to record the entire conversation.
= Last Call Repeat (LCR) provides access to the most recent calls by telephone.
= Workforce Optimization solution
IN-SPIRATIONpro based on the content of recorded calls and screen activities. IN-SPIRATIONpro reveals the potential for improvement in contact center opera-tions including processes, marketing, sales activities, time of reaction and pro-blem analysis. As a result, campaigns become more efficient, and costs of ow-nership are significantly reduced.
Seamless integration
ASC systems and technologies may be easily integrated with partner products and services:
= SCREENscan, a powerful software appli-cation, automatically initiates recording when a user clicks any pre-defined but-ton or when a particular application, or error message appears on the desktop.
= Application Data Integration (ADI)
captures data and attaches it to the call database. This application provides free-seating for agents without CTI and may also control when the recorder starts and stops to meet Payment Card Industry (PCI) data security standards.
= Application Programming Interfaces (API) shares and integrates data among ASC’s systems and its customers.
= ASC´s CTI (RIA) solutions capture additional call-index data, thus enhancing fast and efficient searching of archived calls.
