With contact centers and enterprises as a whole switching from rugged, but inflexible TDM to less costly, more adaptable VoIP, so must the solutions that ride on it, especially including call recording. Yet bandwith needs to be watched and managed. And voice is only one of the drawers from the electronic pipeline.
ASC has squared the bandwidth issue with the EVOip Server Software 9.0, its new VoIP recording solution. Available for both Windows and Linux operating systems, EVOip 9.0 now offers post-compression of recorded calls and recording of screen activities.
ASC Chair and CEO Guenther Mueller (News - Alert) described post-compression as “a way to reduce bandwidth requirements and increase channel hour capacity while providing significant savings in power and storage costs by avoiding operation at peak hours.”
EVOip 9.0 also records screen activities independent of the company’s quality monitoring solution, INSPIRATIONpro. The screen capability is triggered by audio recording, and search-and-replay is executed in conjunction with POWERplay.
In addition, EVOip 9.0 provides new and enhanced integrations with IP phone systems while reducing overall complexity and employing new user-friendly graphical interfaces with supplementary ASC products such as WEBplay and INSTANTplay. It is now compatible with Avaya Integral Enterprise, Aastra Solidus eCare, and Thales (News - Alert) Norumat TIP and offers enhanced integration with Siemens, Avaya, Mitel, and Innovaphone.
EVOip captures calls from the network and enables storage, playback and archiving of the entire interaction. It is entirely software-based and designed for maximum flexibility, scalability, and ease of integration and installation. It records encrypted calls and provides adjustable modes for individual, bulk or selective recording.
The product can record up to 280 channels simultaneously and also works with the common SIP protocol. Many functions may be accessed directly through the IP phone, such as record-on-demand, start/stop, keep/delete, and search-and-replay for recorded calls. CTIntegration facilitates this search by tagging calls with comprehensive index data.
Mueller said that improved protection of customer data is accomplished by meeting stringent Payment Card Industry data security standards. He also said new flexible licensing possibilities including the ability to use systems without a hardware dongle by connecting to a central license server.
“It’s truly exciting to see the impact of EVOip 9.0 on the market for VoIP recording solutions,” Mueller said. “I’m particularly proud of the way is revolutionizing the whole process, both in terms of new features and customer convenience.”
ASC (News - Alert) will be employing the bandwith post-compression capabilities of EVOip 9.0 and will introduce INSPIRATIONpro 9.0 at an upcoming tradeshow in England this month. INSPIRATIONpro 9.0 is new quality monitoring solution from ASC. It features speech analysis 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.
INSPIRATIONpro helps contact center managers learn about their agents’ service level through analysis and evaluation of recorded call data and screen activities. Other features include real-time contact between agents and supervisors without the customer’s knowledge, and a user-friendly browser-based interface for access from any location.
The speech analytics software in INSPIRATIONpro 9.0 identifies the most interesting, critical and useful interactions among an otherwise unmanageable number of conversations. It thoroughly analyzes customer needs to establish continuous agent improvement and optimization of corporate processes. The speech analytics now includes a sophisticated multi-language module.
ASC’s new generation of 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.
“INSPIRATIONpro makes it easier for contact center managers to get their job done,” says Mueller. “Its speech analytics software provides extended evaluation and reporting features based on the actual meaning of the conversation.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Amy Tierney