ASC Communication Recording Solution

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


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

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

Workforce
Optimization


INSPIRATIONpro WFO

Template Record Planner
Generator Module

Session Module
Easy Workflow

Evaluation-
Module

Report Module


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.

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

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


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


Major Customers of ASC


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

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


Value Proposition


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.


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.


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.

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.


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.


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.


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


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.


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.


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.


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.


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.


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.


ASC Communication Recording Solution

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