ASC Telecom Presentation
- 1. ASC Overview and AnalyticsMike Murley – UK Sales Director ASC Telecom UK Ltd
- 5. R&D spending: 20 % of annual revenue
- 6. International sales: More than 70 %
- 7. Product Portfolio: Communications Recording & Quality Monitoring Solutions
- 8. Large Customer base: Over 20.000 installations in over 60 countries worldwide
- 9. Quality Management: Certified DIN EN ISO 9001 - first certification 1996 –UK Customers
- 10. Communications Recording and Quality Monitoring Solutions I:\Products\Presentations\General\Siemens_Overview_Solutions_en.ppt
- 11. Market Segments / ApplicationsContact CentersAcross all market segments such as Inbound / Outbound marketing, customer service, support hotlines, logistics and service centers, etc.Public safety and securityPolice, criminal investigation, intelligence services, custom and excise, coast guards, fire brigades, rescue /emergency services, ambulance services, air rescue, traffic control centers, government agencies, etc.Financial institutionsBanks, brokerage firms, insurance companies, stock and commodity exchanges, traders, etc.Threat CallsAll market segmentsI:\Products\Presentations\General\Siemens_Overview_Solutions_en.ppt
- 12. Our ProductsTraditional Communications Recording (HW solution) to record phone calls secure and evident proofVoice over IP Recording (SW solution) to record Internet phone calls secure and evident proofScreen and Data Recording (SW solution)to record business processes through email, instant messaging, web-chat Quality Monitoring (SW solution) to analyze and enhance productivity in Call and Communication CentersSpeech Analytics (SW solution) to provide automatic analysis of call content to target evaluation and further analysis
- 14. Architecture OverviewASC IASDB, FileserverMARATHON EVOLUTIONPBXDAS, NAS, Tape Library, JukeboxPBXPBXPBXIPPBXASC Data Manager (ADM)Replay via phoneWEBplayPOWERplay
- 15. Voice over IP Recording with ASC’s EVOip Server Software
- 16. Multiple integrationsVoIP recording solutions require vendor-specific integrations to support enhanced features such as recording in encrypted environments and adding call-index data (e.g. agent ID) The global alliance partners above share ASC's vision of providing enhanced communications solutions to the market. Integration partners embed ASC systems and technologies as an integral component in the delivery of their own products and services.Key Benefits EVOip Server Software
- 17. Software-only solutionEVOip Server Software can be installed on 3rd party hardware without the need to buy proprietary hardware.This capability saves money and facilitates technical support.High channel density increases recording channels per server.Key Benefits EVOip Server Software…
- 18. Browser-based and client-server based search and replay applications with flexible search criteriaWEBplayEasy search and replay via browserINSTANT WEBplayPlayback of the last calls via browserPOWERplayMost comprehensive search and replayINSTANTplayImmediate playback of the last callsASC Application Framework
- 19. Java-based client/server applicationOnline-monitoringMulti-channel replay Call collection boxLast call repeat Variable replay speedAccess to alarm managementAvailable as stand-alone version for replay directly from archives mediaPOWERplay
- 20. Intuitive and easy to useRuns on every PCSupports MSIE, FirefoxIndependent of OSMulti language user interfaceWEBplayCompletely browser based
- 21. No plug-ins / applets
- 23. SSL 128 bitINSPIRATION Integrated Quality Managementin your Contact Center
- 24. Our Solution - INSPIRATIONRecord planningCustomized evaluation formsQuality monitoring & silent monitoringEmployeesurveysEvaluation of communicationsFeedbackINSPIRATIONAutomatic customer surveyTraining sessions with E-learningAnalysis of the results and remedies On-the-job trainingDec 07, 2006 - I:\Products\Presentations\INSPIRATIONpro\English\SalesPresentation
- 26. Speech AnalyticsCharacteristicsHigh customervalueacrosscompleteorganisationFew real deploymentsGrowingnumber of global/regional speechanalyticsproviders(CreaLog, Sympalog, loquendo, Advance Media ....)Little externalvisibilityLargelylanguage sensitiveApproach:Integratebestsuitabletechnology(ies) forpurposeFlexible interface to easily integrate further / local engines
- 27. Audio Analytics – Sales ArgumentsThe integration of speech analytic technologies opens completely new approaches: Different technologies boost the effectiveness of the QM process (categorization, extended search, fast access, auto-evaluation …)Speech analytics open completely new target groups (Process Management, Marketing, Sales …)Due to the open interface we could integrate big players as well as local technology providerSpeech analytic technologies allow to structure unstructured data (and therefore provides an high value propositon)
- 28. Typical span of SA applicationsQuality Monitoring Call handling time (CHT)
- 29. Agent skills
- 30. Corporate Voice identityMarketing Product names
- 31. Competitor names
- 32. Campaign Mgmt.Speech Analyticswith INSPIRATIONProcess Management Unlock of SIM cards (Telco)
- 33. Expose IT / TK issues
- 35. Knowledge Management Speech Technologies General Market Overview
- 36. Speech Analytics - ROI
- 37. ASC Speech Analytics ModuleIn a nutshell, the main features of the Speech Analytics-Module are:Support multiple engines, different types of speech engines and load balancing between themIntegrated into the existing alarm managementAbility to plan and schedule speech analytics jobs from within INSPIRATIONproRetrieval and visualization of the result in INSPIRATIONproInterfaces to different speech recognition types Integration of a new third party technology for Keyword Spotting:Better results; based on ASC Speech Engine benchmarkingSupport of up to 45 languages
- 38. Audio Analytics Module – Architecture
- 39. Audio Analytics ModuleLive Demo
- 40. Implementations
- 41. Technologiesa) Keyword Spottingb) Transcriptionc) Emotion Detection
- 42. a) Keyword-Spottinga) Keyword Spottingb) Transcriptionc) Emotion Detection
- 43. a) Keyword-SpottingFunctionalityA costumer defines one or more keyword lists. At the same time he defines, which calls should be analyzed by the speech engine (already existing or future calls). The lists will then be transferred to the engines together with the call data. The engines analyze the audio data and deliver the result (“In which calls which keywords will be detected and with which confidence level?”).ImplementationIn INSPIRATIONpro the result will be displayed with every call. Important: The costumer can search for keywords and therefore he can detect the relevant costumer contacts. Example: „Give me all calls, which contain the following words: Sim Lock, Unlock, Nokia, Involved.“
- 44. a) Keyword-SpottingScenariosBasic Approach:The creation of a keyword list follows the intention, to detect these calls out of the amount of all recorded calls which are relevant for the user. Examples:Calls, in which the name of a competitor was mentionedComplaint callsCalls, in which product names were mentioned, for which a marketing campaign is in progressCalls, which concern a special process, e.g. the unlocking of sim-cardsAdded Value QM: Keyword Spotting can be used to filter the relevant calls out of the amount of all recordings. In most cases two different approaches can be found. On the one hand, the discovering of critical calls, to locate specific needs for improvement. On the other hand, the filtering of good or poor calls, which can be used as „best/worst practice“ examples for training purposes.Example: In line with a qualification measure training is provided for handling difficult costumers, especially with costumers who report a complaint or even contract out of an existing agreement. The coach defines a keyword list and analyzes the calls of the agents. If necessary a Coaching Module can be sent to the agent.
- 45. a) Keyword SpottingAdded Value Process: For training managers or supervisors it is very complex to find a representative choice of authentic calls for the evaluation of a specific process. With a dedicated definition of keywords this pre-selection can be fulfilled by the system. Following use case derived from the DTKS project:Example:„Why has the Call Handling Time (CHT) increased during the processing of SIM-Lock Calls?“Implementation in INSPIRATIONpro: Search for calls with the keyword list: “Mobile, Code, Simlock, Problem, Unlock”Listening to the calls and recording into a data collection plan all calls where the CHT has increased, e.g. during the unlock procedure of Nokia mobilesA new search for calls with an enhanced keyword list: “Nokia, Code, Simlock, Problem, Unlock”Listening to the located calls showed, why Nokia calls took longer, in this case the entering routing at Nokia mobiles was too complexMeasure: Development of process instructions (analog to above example: Guideline for agents, how to explain to enter the unlock code to the costumer, Calibration with Nokia, which steps have to be observed, e.g. speed at the repeated pushing of a specific button).
- 46. a) Keyword SpottingAdded Value Marketing: After the start of a campaign the marketing manager wants to check if central statements of a marketing campaign were recognized by the costumer and if the predefined goal of the marketing campaign was reached. Example: A special low cost bundle of DSL-connection and WLAN-router will be advertised. User defines a keyword list with:„Call, Surf, 2000, 4000, 6000, Order, Application, Installation, Router“The engine analyzes the calls and gives the marketing manager the possibility to control if the costumers asks specifically for the Bundle or the WLAN-router.Additional Advantages:Possibility of a near-term optimization of marketing actionsSuccess control: Do I reach my costumer?Search for calls in which competitors were mentioned, with the aim for a competition analysis
- 47. b) Transcriptiona) Keyword Spottingb) Transcriptionc) Emotion Detection
- 48. b) TranscriptionFunctional:In contrast to Keyword-Spotting, with Speech to Text Transcription the WHOLE call will be available in its textual representation. Basically the „Detector“ conducts a word classification, that is to say it searches always for the best possible performance. The transcription is performed on recorded calls, not real-time. The result will be delivered via an XML-interface in the INSPIRATIONpro-database.During the call replay the transcription is displayed in an own window in INSPIRATIONpro. Parallel to the call replay the relevant text passage will be highlighted. The audio replay can be navigated by clicking on the highlighted text passage.Because the whole text is saved in the database, any combinations of search items can be executed to find relevant calls.
- 49. Implementation:The textual representation of the call will be displayed additional to the Replay Applet in a separate window in INSPIRATIONpro. The display of the text occurs synchronised to the replay.The display of the calls differs between the different speakers. Furthermore there is the possible, to fade out the sensitive data (names, costumer information, etc.) according to the muting inside the call.Example: b) TranscriptionMutingTranscriptionSynchronizingReplay Applet
- 50. b) TranscriptionScenariosBasic Approach:Basically the transcription covers all search- and filter possibilities of the Keyword-Spotting. Beyond that transcription provides the following advantages:Fast detection of the call content (faster than listening to a call) RoI-calculationNo restriction of predefined keywords during the searchBasis for advanced analysis operations: content analytics, categorization, call model detectionBasis for automated evaluation processTransfer of the call contents into BI- and data warehouse systems „unstructured data will be structured and analyzed“Added Value QM:
- 51. b) TranscriptionAdded Value Process Management:The transcription provides the possibility to structure the unstructured call data, which can be easily imported and processed into other systems. This provides the possibility of processing the content in ERP or CRM systems to analyze the different steps of the customer contact process and to discover possible problems in the operation.The transcription can be used as the basis for advanced content analytics through data mining. In addition call pattern detection and content analytics are an important source to discover the “stumbling blocks” in work procedure. Added Value Marketing:Transcription provides for marketing the possibility to structure unstructured call data, to execute analysis associated with a campaign.Data mining aligned to the marketing issues can give important information about if marketing measures apply. Example:Searching for special marketing slogans inside the call (text); following request and output of the following costumers’ reaction.
- 52. c) Emotion Detectiona) Keyword Spottingb) Transcriptionc) Emotion Detection
- 53. ScenariosFunctionality: Emotion detection to detect calls which contain trouble or other emotions. The costumer assesses, which calls (already existing or intended) should be analyzed related to the emotions by the detector.Either the analysis occurs by a definition of a keyword list or by setting a level, if emotions will be detected as the pitch of the voice on the basis of factors. These lists/levels will be transferred together with the call data on the detector/s. These analyze the audio data and deliver the result ("In which call was detected a stress situation with which correctness?").Implementation:Display inside the INSPIRATIONpro call list. The result will be displayed at every call, either as a kind of “flag” (mark as trouble call) or a display of the trouble level or rather the detected emotion, if a detailed graduation is possible. The costumer can search for trouble calls and apply filter for that.c) Emotion Detection
- 54. Basic Approach:Recorded calls will be evaluated to detect emotions inside the communication and therefore to filter critical calls out as well as highlight trends.The detection of calls by means of a keyword list, which is edited on the “emotion scenario”. This procedure is mainly equalized with keyword spotting, instead of a generally keyword list, there will be created a list of words, which is created for the wished scenario (e.g. words, which let detected displeasured comments).On the other hand it is detected due to the pitch of the voice of the callers’ or rather the agents’ emotions. At this the pitch of the voice will be defined as basis value at the beginning of a call and changes of these pitches of the voices (which excess a certainly level) detected as trouble. (stress/no stress decision)Added Value QM: Emotion detection can filter critical calls to be evaluated. Inferring from calls with upset costumers problems in the call flow could be found. According to that the emotion detection process is the best process especially for contact centers with a high call rate, to filter calls which contain the most improvement potential, out of the huge number of calls, and to specifically send the involved agents to e learning or rather e coaching processes. c) Emotion Detection
- 55. Added Value Processes: At this there is also the aim to filter critical calls by using the emotion detection process. Calls with upset costumers may detect specific problems in the process flow. According to that the emotion detection process is an efficient process especially for contact centers with a high call rate, to filter calls which contain conflicts in the process flow, out of the huge number of calls.At this emotion detection services as control and if applicable revision of processes for treatment of unsatisfied costumers, to set up specifically the following measures: Transferring of the call to a trained staff member De-escalation techniques Pay out etc. Added Value Marketing: Emotion detection in marketing mainly works for detecting critical trends. With restriction of stressful calls the existing call pool will be strongly reduced ideally. The marketing can restrict itself on analyzing this calls and inferring critical trends, from the displeasured costumers, concerning the offered products/services, to start marketing measures against those trends.With this analyze an interdepartmental over value is obtained because the gained info about critical trends can be used for root combat.c) Emotion Detection
- 57. What is Best-of-BreedDefinition in the Business Systems Arena:“The best product of its type. Organizations often purchase software from different vendors in order to obtain the best-of-breed for each application area; for example, a human resources package from one vendor and an accounting package from another. While ERP vendors provide a wealth of applications for the enterprise and tout their integrated system as the superior solution, every module may not be best-of-breed. It is difficult to excel in every niche.”Individual FunctionalityissuperiorSystem Integration is the challenge of the End-User / dedicated System Integrator
- 58. Best of Breed in ASCASC applies Best of Breed Strategy to „Enterprise-directed“ functions of WorkforceOptimizationSpeech AnalyticsWorkforce ManagementCustomer Relationship ManagementPerformance Monitoring Aspectswhichinfluence the ImplementationFunctional ExcellenceLanguage AvailabilityExternalVisibilityRegional PresenceIntegratabilityASC provides System Integration of thesefunctionsinto the productsuite
- 59. Speech Analytics - Technology BenchmarkingTo be in position to make a statement about how “good” or “bad” a SpA-Engine is, a benchmark procedure was developed, to be able to compare different engines against each other:Processapprox 60 Testcalls, closeto real life, recordedfrom professional andlaymanspeakers, germanandenglishspokenTestcallscompressedat different rates240 callsTestcallssubmittedto „untrainedspeechengines“Analytics resultsfromenginesevaluatedagainstfixedcriteria, quantified, normalizedandcompared
- 60. Benchmark ProcessManual speech-to-text conversion from audio-fileTransfer of .wav and .xml on resultmaker and transmission incl. a list of keywords on SpA-engineAnalysisTransfer of the results on resultmaker and normalizationValidation of the results with speech-to-text and evaluation
- 61. Examplebased on one Test Call
- 62. Speech Analytics Magic Quadrant„Cheap“Information for 20 chSympalogSikomSikom(Nuance)UtopyCreaLog„Quality“ (max. 70%)
- 63. Outlook on Version 10.0
- 67. We record & analyze communications