ASC (News - Alert), a provider of innovative solutions to record, analyze and evaluate communications, has said that it’s demonstrating its new VoIP call recording solution called EVOip 10.0 together with its new quality monitoring solution at an upcoming trade event.
EVOip 10.0 is ASC’s newest version of its VoIP call recording software. Company officials said that it offers the “strictest adherence” to security requirements to meet the payment card industry’s PCI (News - Alert) DSS standards. Also, it’s equipped with features such as one-click backup and dynamic enterprise licensing.
Additionally, it features new and enhanced integrations with Aastra (News - Alert) MX ONE and Avaya ACM. Company officials said that this complement the existing range of integrations with major IPT vendors including Alcatel, Mitel, Siemens, Cisco (News - Alert), 3Com.
Capturing telephone calls from the network, EVOip enables storage, playback and archiving of the entire interaction. Additionally, the software can record encrypted calls, and is entirely software based.
Company officials said that many functions may be accessed directly via the IP phone, including record-on-demand, start/stop, keep/delete and search-and-replay for recorded calls.
ASC’s new quality monitoring solution is called INSPIRATIONpro 10.0. It now facilitates agent evaluations via the recording of coaching sessions. Plus, it enables complex searches of audio analytics. Company officials said that this is useful for high-volume call centers with an otherwise unmanageable number of conversations.
INSPIRATIONpro is based on the content of recorded calls and screen activities. Company officials said that it reveals improvement potentials in contact center operations such as processes, marketing, sales activities, time of reaction and problem analysis.
With INSPIRATIONpro, call center managers can learn about their agents’ service level through analysis and evaluation of recorded call data and screen activities.
In addition to a user-friendly browser-based interface for access from any location, it also features real-time contact between agents and supervisors without the customer's knowledge, said company officials.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.Edited by Kelly McGuire