- 4 Gannet Dr., Suite 100A
- White Plains, NY 10604
- United States
- Phone: 914-644-6444
- Toll Free:
- Fax: 914-644-6446
- Website: http://www.ascamerica.com
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With ASC's quality management solution, INSPIRATIONpro 10.0 business process optimization encompasses five fields: communications recording, quality monitoring, speech analytics, eLearning and workforce management. INSPIRATION
INSPIRATIONpro 9.0 features speech analytics with emotion detection, keyword spotting and transcription; an eLearning module to send customized educational material directly to the agent's desktop; and increased data security to help comply with the high standards set by PCI (payment card industry).
ASC introduced its new version of EVOip for Cisco, an active VoIP recording solution combining SIP and XML. The new system executes VoIP recording using SIP, with data stored in an XML format. It provides real-time call tagging and enhanced search-and-replay while avoiding the need for a CTI server or proprietary protocols for TCP/IP. The solution may be easily and efficiently customized for nearly any customer environment. SIP is rapidly becoming a standard telephony protocol in contact centers because it facilitates the integration of third-party applications, enables encryption and avoids the need to invest in expensive proprietary hardware. SIP also lets call centers protect their previous investments by helping to incorporate their existing infrastructure with new solutions. XML may be used to provide call data in a SIP message. XML’s standardized architecture provides clearly structured, customer-specific information to the recording system and also may be adapted for nearly any customer requirement.
ASC introduced INSPIRATIONpro 8.0, a quality monitoring solutions with on-demand services, modern speech technology and integration with other business intelligence systems.
INSPIRATIONpro helps call center managers learn about their agents' service level and thus fosters a continuous improvement process. It provides a detailed and automated analysis of recorded calls by using a sophisticated transcription and speech mining capability. The product lets supervisors add written comments to voice files with actual customer interactions for best/worst practice examples. A customer feedback module is available as well. Other features with INSPIRATIONpro include real-time contact between agents and supervisors without the customer's knowledge, a user-friendly browser-based interface for access from any location, and rapid analysis of calls for contact centers with a high volume of data.
ASC's next version of its VoIP recording solution, EVOip for Cisco records all customer interactions in Cisco environments. It was certified through the Cisco Technology Developer Program and is compatible with any version of the Cisco Unified Communications Manager (UCM). Up to 230 channels can be recorded simultaneously through a single server, and either active or passive VoIP recording versions may be chosen depending on the customer's requirements. The solution works for bulk, rules-based or on-demand recording of internal or external communications, and provides recording at a central location for companies with multiple branches. EVOip is entirely software-based and is available for both Linux and Windows operating systems.
ASC hass added e-mail response management (ERM) to INSPIRATIONpro, its quality monitoring solution. ERM systems automate e-mail acknowledgements and responses to standard customer inquiries. They minimize workload in a multi-channel environment and ensure a high-quality, well-written and credible response to customers. When integrated into ASC's quality monitoring software, INSPIRATIONpro, they allow systematic and standardized monitoring with identical evaluation templates for all media types, including voice, e-mail, fax and computer screen.
ASC's MARATHON EVOlite recorder now offers hybrid recording (mixed VoIP and TDM) in one rack-mountable, 19-inch chassis. The MARATHON EVOlite provides power, reliability, security and open-source flexibility in a Linux-based communications recorder. Built for organizations with up to 60 phone lines, the system is specially designed for future expansion and scalability. The new version offers online storage of up to 175,000 recording hours and may be equipped with IOMEGA or DVD-RAM drives for long-term archiving. Mirrored and hot-swap hard disks provide optimal data security.
ASC offers the software solution SCREENscan, a system for "smart" recording based on desktop events. SCREENscan initiates recording automatically when an agent presses any previously defined function, or when a particular error message, screen pop or application appears on the desktop. It offers cost savings because it may be installed through a user-friendly configuration wizard without knowledge of CTI integration or other data interfaces. Thus, no professional setup fees are required. The user simply moves the mouse to define what events or applications should trigger recording.
ASC offers its new quality monitoring system, INSPIRATIONpro 7.0. The software solution incorporates innovations in "smart" technology throughout the entire quality and training process. Offline word spotting allows analysis of recorded calls by searching for business-critical key words. Similarly, integration with ASC's SCREENscan may be used to start recording based on any activity on the agent's desktop such as the appearance of a specific window within the CRM application or the selection of any item on a pull-down menu.
ASC telecom's Marathon Evolution, an advanced communications-recording system, helps emergency dispatchers and first responders meet crisis situations and verify legal compliance. As the world's firs Linux recorder, it provides a secure environment for recording legacy voice and radio traffic, Voice over IF and truked radio calls. The flexible system uses a new multimedia-enabled design for stand-alone recording, or connecting multiple units to a central server for major events. With a powerful, reliable and scalable plafor for dispatch envoronments, and unlimited online voice storag, Evolution also offers and Instan Web Player and DVD or AIT for archives as additional options.