Professional Voice-over-IP Recording with EVOip

Transcription

1 4 Voice over IP Professional Voice-over-IP Recording with EVOip 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 We record & analyze communications

2 4 Voice over IP ASC s VoIP Recording with EVOip 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-ondemand 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. Highlights: = Software-only solution = Available for Windows and Linux = PCI-DSS compliant = Recording Bulk, rules-based or recordon-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 applications 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 faulttolerant modes of operation Free recording license for demo: To receive a free demo of EVOip for Windows, please contact your dealer or register at 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. 08/12 World Headquarters Seibelstrasse Hoesbach Germany Phone Fax hq@asctelecom.com United Kingdom ASC telecom UK Ltd. 1 Stanhope Gate Stanhope Road Camberley Surrey GU15 3DW Phone Fax uk@asctelecom.com France ASC telecom SAS 3 Rue Georges Besse Silic Antony Cdx. Phone Fax fr@asctelecom.com Switzerland Gewerbestrasse Cham Phone Fax ch@asctelecom.com Middle East Dubai Silicon Oasis Emirates Ring Road Wing F Office 107/2 Dubai, U.A.E. Phone dubai@asctelecom.com North America ASC telecom L.P. 1 International Blvd Suite 623 Mahwah, NJ 07495, USA Phone Fax us@asctelecom.com Japan ASC Japan Inc. NCC Ningyocho Bldg Nihonbashi Ningyocho Chuo-ku, Tokyo Phone Fax japan@asctelecom.com Singapore ASC telecom Singapore Pte. Ltd. 54 Serangoon North Avenue 4 #06-90 Cyberhub North Singapore Phone Fax singapore@asctelecom.com

3 4 Workforce Optimization Workforce Optimization for Contact Centers with INSPIRATIONpro 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 We record & analyze communications

4 4 Workforce Optimization Customer calls become a valuable information source Workforce Optimization Contact-center interactions represent moments of truth between companies and their clients. ASC s new technologies will expand the measurement and control of customer service into almost all corporate areas compared to its current limitations: contact center processes and customer consulting. Based on the content of recorded calls and screen activities, INSPIRATIONpro reveals the potential for improvement in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis. As a result, campaigns become more efficient, and costs of ownership are significantly reduced. Automated Speech Analytics Speech analytics software helps to identify the most interesting, critical and useful interactions among an otherwise unmanageable number of conversations. By using artificial intelligence, ASC s speech analytics software provides extended evaluation and reporting features to autonomously recognize and respond to the actual meaning of communications. 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 educational material in a fast and cost-effective 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 added to recorded calls and provided to agents. Best / worst practice examples may be created by trainers or supervisors 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 capability 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 virtualization, thus letting contact center managers streamline internal administration through central data administration with local access to the data. Data Security Meets High Standards INSPIRATIONpro complies with stringent Payment Card Industry (PCI) data security requirements. PCI DSS is a universal standard 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 to receive a free test version of INSPIRATIONpro. 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. 08/12 World Headquarters Seibelstrasse Hoesbach Germany Phone Fax hq@asctelecom.com United Kingdom ASC telecom UK Ltd. 1 Stanhope Gate Stanhope Road Camberley Surrey GU15 3DW Phone Fax uk@asctelecom.com France ASC telecom SAS 3 Rue Georges Besse Silic Antony Cdx. Phone Fax fr@asctelecom.com Switzerland Gewerbestrasse Cham Phone Fax ch@asctelecom.com Middle East Dubai Silicon Oasis Emirates Ring Road Wing F Office 107/2 Dubai, U.A.E. Phone dubai@asctelecom.com North America ASC telecom L.P. 1 International Blvd Suite 623 Mahwah, NJ 07495, USA Phone Fax us@asctelecom.com Japan ASC Japan Inc. NCC Ningyocho Bldg Nihonbashi Ningyocho Chuo-ku, Tokyo Phone Fax japan@asctelecom.com Singapore ASC telecom Singapore Pte. Ltd. 54 Serangoon North Avenue 4 #06-90 Cyberhub North Singapore Phone Fax singapore@asctelecom.com

5 4 Communications Recording 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 communications recording solution for up to 720 channels * = MARATHON EVOLUTION XXL -- high-end system 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. We record & analyze communications

6 4 Communications Recording Communications Recorder MARATHON EVOlite, MARATHON EVOLUTION and MARATHON EVOLUTION XXL 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 record up to 64 channels * per unit. The system 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 . 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 WEBplay primarily for immediate retrieval of the most recent call. POWERplay or WEBplay excel with flexible search criteria and other advanced functions. Customers may choose either the browserbased application working without the need for any additional software required or Java-based client/server technology for replay via a local network. = Threat Call Recording helps organizations protect their company and employees. 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 operations including processes, marketing, sales activities, time of reaction and problem analysis. As a result, campaigns become more efficient, and costs of ownership are significantly reduced. Seamless integration ASC systems and technologies may be easily integrated with partner products and services: = SCREENscan, a powerful software application, automatically initiates recording when a user clicks any pre-defined button 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. 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. 08/12 World Headquarters Seibelstrasse Hoesbach Germany Phone Fax hq@asctelecom.com United Kingdom ASC telecom UK Ltd. 1 Stanhope Gate Stanhope Road Camberley Surrey GU15 3DW Phone Fax uk@asctelecom.com France ASC telecom SAS 3 Rue Georges Besse Silic Antony Cdx. Phone Fax fr@asctelecom.com Switzerland Gewerbestrasse Cham Phone Fax ch@asctelecom.com Middle East Dubai Silicon Oasis Emirates Ring Road Wing F Office 107/2 Dubai, U.A.E. Phone dubai@asctelecom.com North America ASC telecom L.P. 1 International Blvd Suite 623 Mahwah, NJ 07495, USA Phone Fax us@asctelecom.com Japan ASC Japan Inc. NCC Ningyocho Bldg Nihonbashi Ningyocho Chuo-ku, Tokyo Phone Fax japan@asctelecom.com Singapore ASC telecom Singapore Pte. Ltd. 54 Serangoon North Avenue 4 #06-90 Cyberhub North Singapore Phone Fax singapore@asctelecom.com