ASC Communication Recording Solution

Nashua Communications 2011. All rights reserved.

June 2012

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Communications Recording Solutions and WFO


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


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Recording Solutions


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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


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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


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Workforce Optimization


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INSPIRATIONpro WFO

Report Module

Template

Generator

Record Planner

Module

Session Module

Evaluation-

Module

Easy W

orkflow


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.


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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


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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


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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?


Major Customers of ASC

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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


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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


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Value Proposition


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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.


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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.


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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.


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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


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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.


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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.


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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


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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


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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.


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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.


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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


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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.


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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.