SlideShare une entreprise Scribd logo
1  sur  28
Communications Recording Solutions and
                     WFO



  June 2012

Page 1                            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.
Recording Solutions




Page 3                    Nashua Communications 2011. All rights reserved.
MARATHON EVOLUTION suite
                                                            Perfectly suited for Hybrid environments

          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
Page 4                                                                           Nashua Communications 2011. All rights reserved.
MARATHON EVOLUTION suite


          Scalable Communications Recording Solutions:
   MARATHON EVOip
         Entirely 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
Page 5                                                         Nashua Communications 2011. All rights reserved.
Workforce
         Optimization




Page 6                  Nashua Communications 2011. All rights reserved.
INSPIRATIONpro WFO



         Template                               Record Planner
         Generator                                   Module




                                                Session Module
                Easy Workflow




                                                   Evaluation-
                                                      Module




                                                   Report Module




Page 7                          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.
ASC´s strong focus on BPO

  Work Force Management Integration
                                                                Speech Analytics Server Hardware

    AGENTassistance                                                Keyword                             Emotion               Mood
                                        Customer                                 Transcription
            Module                   Feedback Module               Spotting                            Detection           Detection


                     Client PC                                           Speech Analytics Server                           Client PC

 Screen Capture Server Hardware
                                                                              Screen Capture                Screen Capture
                    Screen Capture Server                                      Seat License                  Seat License

                                              INSPIRATIONpro Server Hardware

                                 INSPIRATIONpro Server – License                                                 INSPIRATIONpro
                                                                                                                INSPIRATIONpro
                                                                                                                  Seat Lizenz inkl.
                                                                                                               INSPIRATIONpro
         Training                                                                                               Seat3 Agenten- 3
                                                                                                                     Lizenz inkl.
                        Agenten        Evaluation     Session          Record           Report                 Seat License incl.
                                                                                                                Agenten-Lizenzen
                        Module          Module        Module           Planner          Module                     3 Lizenzen
                                                                                                                     Agents
         Module


         Mircosoft Windows Server 2003/2008                            Mircosoft SQL-Server 2005/2008

             ASC Communications Recorder MARATHON EVOLUTION / EVOip
Page 9                                                                                           Nashua Communications 2011. All rights reserved.
Increase Profit through BPO


                                                  Input:
                                              Invest in BPO


                                                 Increase
                                Productivity, Efficiency, Transparancy, Qual
                                                      ity

                Increase                                                            Reduce
          Customer & Employee                                              Time to React, Running
              Satisfaction                                                     Time, Overhead


            Lower Employee
                                                                                   Reduced
          Fluctuation, Increased
                                                                                       Cost
            Customer Loyality
                                                  Result:
                                             Increased Profit,
                                                    ROI

Page 10                                                                        Nashua Communications 2011. All rights reserved.
Why Business Process Optimization?

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




Page 11                                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.
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




Page 14                                                 Nashua Communications 2011. All rights reserved.
Value Proposition




Page 15                       Nashua Communications 2011. All rights reserved.
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.

Page 16                                         Nashua Communications 2011. All rights reserved.
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.

Page 17                                                Nashua Communications 2011. All rights reserved.
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.
Page 18                                          Nashua Communications 2011. All rights reserved.
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 Management
  solutions without replacement of existing systems
 Possibility of changing telephone infrastructure
  by supporting various specific PBX vendors


                 Low operating costs due to various possibilities of
                 additionally integrating new functionality while utilizing
                 the existing basic system.

Page 19                                                       Nashua Communications 2011. All rights reserved.
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.

Page 20                                                     Nashua Communications 2011. All rights reserved.
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.

Page 21                                                    Nashua Communications 2011. All rights reserved.
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




Page 22                                                          Nashua Communications 2011. All rights reserved.
Fair Licensing Model
Dynamic licensing
    Licenses can be shared across many recorders

Concurrent licensing model
    A license is required per recorded call,
    independent of the number of phones to be recorded in the network

Reduced prices for failover systems
    For systems which are only used as standby-systems, reduced prices apply

Modular approach
    Customers only need to buy the licenses required

                 Various sophisticated licensing models enable custom-
                 tailored recording systems with a fair pricing and
                 significantly reduced acquisition costs.

Page 23                                                    Nashua Communications 2011. All rights reserved.
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.

Page 24                                                    Nashua Communications 2011. All rights reserved.
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.


Page 25                                                       Nashua Communications 2011. All rights reserved.
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



                Low operating costs through intuitive, fast and secure
                user & rights management.


Page 26                                                    Nashua Communications 2011. All rights reserved.
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.

Page 27                                              Nashua Communications 2011. All rights reserved.
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.

Page 28                                                       Nashua Communications 2011. All rights reserved.

Contenu connexe

Similaire à ASC Communication Recording Solution

Ozone profile general presentation 1
Ozone profile general presentation 1Ozone profile general presentation 1
Ozone profile general presentation 1
Natalliamaroz
 
Cstd presentation final
Cstd presentation finalCstd presentation final
Cstd presentation final
Mary Kyer
 
OrchestratedFuel - SAP for Petroleum Distributors and Suppliers
OrchestratedFuel - SAP for Petroleum Distributors and SuppliersOrchestratedFuel - SAP for Petroleum Distributors and Suppliers
OrchestratedFuel - SAP for Petroleum Distributors and Suppliers
OrchestratedFuel
 
OrchestratedFUEL Overview Presentation
OrchestratedFUEL Overview PresentationOrchestratedFUEL Overview Presentation
OrchestratedFUEL Overview Presentation
Orchestra LLC
 
3 junhua-experience show unified communication
3 junhua-experience show unified communication3 junhua-experience show unified communication
3 junhua-experience show unified communication
ITband
 

Similaire à ASC Communication Recording Solution (20)

IBM Cognos 10.1 User Interface Tools Overview
IBM Cognos 10.1 User Interface Tools OverviewIBM Cognos 10.1 User Interface Tools Overview
IBM Cognos 10.1 User Interface Tools Overview
 
IBM Cognos Business Insight: Comparison of Standard vs Advanced Licenses
IBM Cognos Business Insight: Comparison of Standard vs Advanced LicensesIBM Cognos Business Insight: Comparison of Standard vs Advanced Licenses
IBM Cognos Business Insight: Comparison of Standard vs Advanced Licenses
 
Alten calsoft labs corporate Info
Alten calsoft labs   corporate InfoAlten calsoft labs   corporate Info
Alten calsoft labs corporate Info
 
Ozone profile general presentation 1
Ozone profile general presentation 1Ozone profile general presentation 1
Ozone profile general presentation 1
 
Astonne Competence Center 2010
Astonne   Competence Center 2010Astonne   Competence Center 2010
Astonne Competence Center 2010
 
Astonne Competence Center 2010
Astonne   Competence Center 2010Astonne   Competence Center 2010
Astonne Competence Center 2010
 
Ploiner110622
Ploiner110622Ploiner110622
Ploiner110622
 
SOA & BPM
SOA & BPMSOA & BPM
SOA & BPM
 
Cstd presentation final
Cstd presentation finalCstd presentation final
Cstd presentation final
 
IBM Cognos 10 Under the Hood
IBM Cognos 10 Under the HoodIBM Cognos 10 Under the Hood
IBM Cognos 10 Under the Hood
 
Intel 2015 ASUG Presentation on NetWeaver Business Client and SAP Screen Pers...
Intel 2015 ASUG Presentation on NetWeaver Business Client and SAP Screen Pers...Intel 2015 ASUG Presentation on NetWeaver Business Client and SAP Screen Pers...
Intel 2015 ASUG Presentation on NetWeaver Business Client and SAP Screen Pers...
 
OrchestratedFuel - SAP for Petroleum Distributors and Suppliers
OrchestratedFuel - SAP for Petroleum Distributors and SuppliersOrchestratedFuel - SAP for Petroleum Distributors and Suppliers
OrchestratedFuel - SAP for Petroleum Distributors and Suppliers
 
IBM Cognos 10 Business Insight: Advanced Self-Service Authoring and Analysis
IBM Cognos 10 Business Insight: Advanced Self-Service Authoring and AnalysisIBM Cognos 10 Business Insight: Advanced Self-Service Authoring and Analysis
IBM Cognos 10 Business Insight: Advanced Self-Service Authoring and Analysis
 
IBM Cognos 10 Framework Manager in Action
IBM Cognos 10 Framework Manager in ActionIBM Cognos 10 Framework Manager in Action
IBM Cognos 10 Framework Manager in Action
 
Empoweringsme
EmpoweringsmeEmpoweringsme
Empoweringsme
 
Osprosys it-brochure
Osprosys it-brochureOsprosys it-brochure
Osprosys it-brochure
 
Flex and the city in London - Keynote
Flex and the city in London - KeynoteFlex and the city in London - Keynote
Flex and the city in London - Keynote
 
Mobile Business Intelligence with Roambi: Delivering Existing BI Content to M...
Mobile Business Intelligence with Roambi: Delivering Existing BI Content to M...Mobile Business Intelligence with Roambi: Delivering Existing BI Content to M...
Mobile Business Intelligence with Roambi: Delivering Existing BI Content to M...
 
OrchestratedFUEL Overview Presentation
OrchestratedFUEL Overview PresentationOrchestratedFUEL Overview Presentation
OrchestratedFUEL Overview Presentation
 
3 junhua-experience show unified communication
3 junhua-experience show unified communication3 junhua-experience show unified communication
3 junhua-experience show unified communication
 

Dernier

EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx
EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptxEIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx
EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx
Earley Information Science
 
Artificial Intelligence: Facts and Myths
Artificial Intelligence: Facts and MythsArtificial Intelligence: Facts and Myths
Artificial Intelligence: Facts and Myths
Joaquim Jorge
 

Dernier (20)

Driving Behavioral Change for Information Management through Data-Driven Gree...
Driving Behavioral Change for Information Management through Data-Driven Gree...Driving Behavioral Change for Information Management through Data-Driven Gree...
Driving Behavioral Change for Information Management through Data-Driven Gree...
 
Boost PC performance: How more available memory can improve productivity
Boost PC performance: How more available memory can improve productivityBoost PC performance: How more available memory can improve productivity
Boost PC performance: How more available memory can improve productivity
 
Automating Google Workspace (GWS) & more with Apps Script
Automating Google Workspace (GWS) & more with Apps ScriptAutomating Google Workspace (GWS) & more with Apps Script
Automating Google Workspace (GWS) & more with Apps Script
 
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
 
EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx
EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptxEIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx
EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx
 
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc Webinar - Stay Ahead of US State Data Privacy Law DevelopmentsTrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
 
A Domino Admins Adventures (Engage 2024)
A Domino Admins Adventures (Engage 2024)A Domino Admins Adventures (Engage 2024)
A Domino Admins Adventures (Engage 2024)
 
Boost Fertility New Invention Ups Success Rates.pdf
Boost Fertility New Invention Ups Success Rates.pdfBoost Fertility New Invention Ups Success Rates.pdf
Boost Fertility New Invention Ups Success Rates.pdf
 
Handwritten Text Recognition for manuscripts and early printed texts
Handwritten Text Recognition for manuscripts and early printed textsHandwritten Text Recognition for manuscripts and early printed texts
Handwritten Text Recognition for manuscripts and early printed texts
 
Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...
Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...
Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...
 
Partners Life - Insurer Innovation Award 2024
Partners Life - Insurer Innovation Award 2024Partners Life - Insurer Innovation Award 2024
Partners Life - Insurer Innovation Award 2024
 
What Are The Drone Anti-jamming Systems Technology?
What Are The Drone Anti-jamming Systems Technology?What Are The Drone Anti-jamming Systems Technology?
What Are The Drone Anti-jamming Systems Technology?
 
Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024
Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024
Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024
 
Finology Group – Insurtech Innovation Award 2024
Finology Group – Insurtech Innovation Award 2024Finology Group – Insurtech Innovation Award 2024
Finology Group – Insurtech Innovation Award 2024
 
2024: Domino Containers - The Next Step. News from the Domino Container commu...
2024: Domino Containers - The Next Step. News from the Domino Container commu...2024: Domino Containers - The Next Step. News from the Domino Container commu...
2024: Domino Containers - The Next Step. News from the Domino Container commu...
 
From Event to Action: Accelerate Your Decision Making with Real-Time Automation
From Event to Action: Accelerate Your Decision Making with Real-Time AutomationFrom Event to Action: Accelerate Your Decision Making with Real-Time Automation
From Event to Action: Accelerate Your Decision Making with Real-Time Automation
 
Powerful Google developer tools for immediate impact! (2023-24 C)
Powerful Google developer tools for immediate impact! (2023-24 C)Powerful Google developer tools for immediate impact! (2023-24 C)
Powerful Google developer tools for immediate impact! (2023-24 C)
 
Artificial Intelligence: Facts and Myths
Artificial Intelligence: Facts and MythsArtificial Intelligence: Facts and Myths
Artificial Intelligence: Facts and Myths
 
presentation ICT roal in 21st century education
presentation ICT roal in 21st century educationpresentation ICT roal in 21st century education
presentation ICT roal in 21st century education
 
How to Troubleshoot Apps for the Modern Connected Worker
How to Troubleshoot Apps for the Modern Connected WorkerHow to Troubleshoot Apps for the Modern Connected Worker
How to Troubleshoot Apps for the Modern Connected Worker
 

ASC Communication Recording Solution

  • 1. Communications Recording Solutions and WFO June 2012 Page 1 Nashua Communications 2011. All rights reserved.
  • 2. 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.
  • 3. Recording Solutions Page 3 Nashua Communications 2011. All rights reserved.
  • 4. MARATHON EVOLUTION suite Perfectly suited for Hybrid environments 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 Page 4 Nashua Communications 2011. All rights reserved.
  • 5. MARATHON EVOLUTION suite Scalable Communications Recording Solutions:  MARATHON EVOip Entirely 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 Page 5 Nashua Communications 2011. All rights reserved.
  • 6. Workforce Optimization Page 6 Nashua Communications 2011. All rights reserved.
  • 7. INSPIRATIONpro WFO Template Record Planner Generator Module Session Module Easy Workflow Evaluation- Module Report Module Page 7 Nashua Communications 2011. All rights reserved.
  • 8. 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.
  • 9. ASC´s strong focus on BPO Work Force Management Integration Speech Analytics Server Hardware AGENTassistance Keyword Emotion Mood Customer Transcription Module Feedback Module Spotting Detection Detection Client PC Speech Analytics Server Client PC Screen Capture Server Hardware Screen Capture Screen Capture Screen Capture Server Seat License Seat License INSPIRATIONpro Server Hardware INSPIRATIONpro Server – License INSPIRATIONpro INSPIRATIONpro Seat Lizenz inkl. INSPIRATIONpro Training Seat3 Agenten- 3 Lizenz inkl. Agenten Evaluation Session Record Report Seat License incl. Agenten-Lizenzen Module Module Module Planner Module 3 Lizenzen Agents Module Mircosoft Windows Server 2003/2008 Mircosoft SQL-Server 2005/2008 ASC Communications Recorder MARATHON EVOLUTION / EVOip Page 9 Nashua Communications 2011. All rights reserved.
  • 10. Increase Profit through BPO Input: Invest in BPO Increase Productivity, Efficiency, Transparancy, Qual ity Increase Reduce Customer & Employee Time to React, Running Satisfaction Time, Overhead Lower Employee Reduced Fluctuation, Increased Cost Customer Loyality Result: Increased Profit, ROI Page 10 Nashua Communications 2011. All rights reserved.
  • 11. Why Business Process Optimization? 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 Page 11 Nashua Communications 2011. All rights reserved.
  • 12. Major Customers of ASC Nashua Communications 2011. All rights reserved.
  • 13. 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.
  • 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 Page 14 Nashua Communications 2011. All rights reserved.
  • 15. Value Proposition Page 15 Nashua Communications 2011. All rights reserved.
  • 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. Page 16 Nashua Communications 2011. All rights reserved.
  • 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. Page 17 Nashua Communications 2011. All rights reserved.
  • 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. Page 18 Nashua Communications 2011. All rights reserved.
  • 19. 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 Management solutions without replacement of existing systems  Possibility of changing telephone infrastructure by supporting various specific PBX vendors Low operating costs due to various possibilities of additionally integrating new functionality while utilizing the existing basic system. Page 19 Nashua Communications 2011. All rights reserved.
  • 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. Page 20 Nashua Communications 2011. All rights reserved.
  • 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. Page 21 Nashua Communications 2011. All rights reserved.
  • 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 Page 22 Nashua Communications 2011. All rights reserved.
  • 23. Fair Licensing Model Dynamic licensing Licenses can be shared across many recorders Concurrent licensing model A license is required per recorded call, independent of the number of phones to be recorded in the network Reduced prices for failover systems For systems which are only used as standby-systems, reduced prices apply Modular approach Customers only need to buy the licenses required Various sophisticated licensing models enable custom- tailored recording systems with a fair pricing and significantly reduced acquisition costs. Page 23 Nashua Communications 2011. All rights reserved.
  • 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. Page 24 Nashua Communications 2011. All rights reserved.
  • 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. Page 25 Nashua Communications 2011. All rights reserved.
  • 26. 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 Low operating costs through intuitive, fast and secure user & rights management. Page 26 Nashua Communications 2011. All rights reserved.
  • 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. Page 27 Nashua Communications 2011. All rights reserved.
  • 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. Page 28 Nashua Communications 2011. All rights reserved.