Comprehensive omnichannel recording for voice, video, and chat. Enables regulatory compliance (GDPR, PCI DSS, MiFID II), advanced quality monitoring, agent evaluation, encryption, and AI-driven analytics for insurance customer service.
More about ASC Technologies AG
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
neo Suite provides automatic recording functionality, as required for meeting comprehensive compliance and audit trails in regulated industries. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Manual on-demand recording is mentioned as part of ASC's compliance offerings for flexibility based on customer consent and regulations. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Screen recording is included as part of desktop activity capture, helping meet compliance and training requirements. | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
neo Suite supports omnichannel recording, which includes phone, VoIP, video, and chat interactions. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
The product supports both stereo and mono recording formats to maximize compatibility with different audio systems. | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced search and filtering is promoted as a core feature for rapid retrieval of call and chat records. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Tagging and annotation tools are part of the evaluation and review modules. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective call recording by rule is a compliance and quality monitoring function of neo Suite. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Live monitoring by supervisors is presented as a key quality management feature. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download options are required for compliance, legal, and training purposes and are supported. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
High-definition audio support is included as the system promotes superior clarity for compliance analyses. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Recording encryption is underlined for both storage and transmission, as required for GDPR/PCI/MiFID II. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Direct integration with various telephony systems is cited as a compatibility benefit. |
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Scorecard/evaluation templates for agent performance are part of the QA dashboard. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
AI-driven quality analysis is specifically mentioned (AI analytics), including emotion and compliance detection. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Product specifically notes capability to meet GDPR through data protection and consent management features. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI DSS compliance is claimed as a core compliance differentiator for payment data. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction features are available for compliance with privacy and data minimization mandates. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Full audit logging is a compliance feature in regulated environments and is provided. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent management for call recording is included for full GDPR coverage. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based retention is part of the suite's compliance functionality. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold mechanisms are referenced as required in investigations or audits. | |
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User Access Controls Role-based permissions for system and recording access. |
User access controls are standard for compliance recording suites. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Redaction (manual or auto) for privacy and compliance is highlighted. | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
End-to-end encryption of recordings is confirmed for GDPR/PCI/MiFID II compliance. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Compliance dashboards and reporting support audit processes. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure deletion is available to ensure data is unrecoverable after retention expiry. |
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM integration (e.g., Salesforce) is supported, as shown in integration scenarios. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Open APIs and integration to BI tools and workforce management are available. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Reporting/BI export is standard (integration with analytics platforms is supported). | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single sign-on (SSO) is part of enterprise security integration. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Integration with leading telephony/contact center systems is part of the core offering. | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
neo Suite is cloud compatible (AWS, Azure, GCP) as well as on-premises. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Chat/email recording integration is specifically supported for omnichannel monitoring. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
Migration tools for legacy recordings are offered in compliance migration projects. |
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Standard pre-built reports for compliance and QA are part of the reporting suite. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Users can build custom reports leveraging recorded data. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboards are part of AI-driven analytics. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics, including keyword and sentiment analysis, is a highlighted feature. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics (chat/email) for trend/compliance insight is present. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Trend visualization provided in analytic dashboards and quality monitoring. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Data can be exported in common formats including CSV/XLS/PDF. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Scheduled/autogenerated reports are included for compliance and business users. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
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Audit Trails Tracks user access and actions throughout the application. |
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Multi-Language UI Interface is available in multiple languages for global teams. |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
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Concurrent Users Supported Maximum simultaneous user connections supported. |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
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Load Balancing Support Balances workload across system resources for peak traffic. |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
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On-Premise Deployment Available as locally installed software within the corporate network. |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern web-based UI is highlighted on the product site. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboard layouts can be customized by user or manager role. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
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24x7 Support Availability Customer support accessible around the clock. |
24x7 global support is standard for mission-critical compliance applications. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Dedicated account management is referenced as part of service onboarding. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor provides training programs as part of implementation and ongoing learning. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
User community and knowledge forums are provided for peer learning/sharing. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
Service level agreements (SLAs) are provided for enterprise clients. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular feature updates are rolled out as part of the managed service. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services including integration, compliance consulting, and best practices are available. |
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