cisco voip recording with · asc’s evoip presented by harald völker. table of contents 1)...
TRANSCRIPT
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ASC VoIP Recording with EVOip Server Software
Cisco VoIP Recording
with
ASC’s EVOip
presented by
Harald Völker
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Table of Contents
1) Introduction
2) EVOip Server Software
3) Vendor-specific Integrations
4) Inspiration
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EVOip+ for Cisco with SCCP (Skinny)
ASC EVOip Server
EVOipAudiodataSwitch with
SPAN- / Mirroring
Configuration
SCCP signaling
Unified Communication Manager
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EVOip active for Cisco (Cisco Call Manager < 6.0)
ASC EVOip Server
EVOip
active
CTI CiscoUCM / CCM < Version 6
Control &
Tagging
JTAPI
H.323 Trunk
Audiodata (via 3rd party Call)
SIP / SCCP
XML ServerRecord Control &
Last Call Repeat
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EVOip active for Cisco (Cisco Call Manager ≥ 6.0)
ASC EVOip Server
EVOip
active
CTI CiscoUnified Communication Manager
Control &
Tagging
JTAPI
SIP Register
Audiodata
RTP
SIP Signalling
XML ServerRecord Control &
Last Call Repeat
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EVOip+ for Cisco (encrypted)
ASC EVOip Server
EVOip
RIApassive
Tagging
Encryption Keys & Calldata
(via JTAPI Interface)
encrypted
Audiodata
Switch with
SPAN- / Mirroring
Configuration
Unified Communication Manager
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Summary - VoIP Recording Methods
Passive solutions for VoIP recording
Sniffing not always possible / allowed
Unsuitable for distributed environments
Unable to record encrypted calls
Benefits of active solutions
Recording through conferencing or stream routing
Works without sniffing, but additional bandwidth required
Central recording, ideal for distributed environments
Recording of encrypted calls
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VoIP Recording for Cisco
Current integrations
EVOip active for Cisco (Cisco Call Manager < 6.0)
EVOip active for Cisco (Cisco Call Manager ≥ 6.0)
EVOip+ for Cisco with SCCP (Skinny)
EVOip+ for Cisco (encrypted)
Key benefits
Recording of encrypted calls
Uses latest Cisco lawful interception capabilities
Mixed (active and passive) recording on one system
Combines old (via 3-way conference) and new (via forking
of media) methods
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ASC Phone Application for CISCO
Control recording or search-and-replay directly on the
Cisco IP phone
Record on demandStarts or stops recording by
pressing a key
Keep/deleteMarks the current call for storage
or deletion
Threat call recording
Last call repeatReplays the last call
Tagging
Adds call-index data to each call (e.g. customer #)
Monitor call status
Shows if call is being recorded
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INSPIRATION
Integrated Quality Management
in your Contact Center
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Contact Center Challenges
Contact Center managers require:
Differentiation from competitors
Customized software solutions
Efficient IT integration
Cost-effective human resources and technology
Contact Center customers require:
High-quality and timely service
Well-trained and competent agents
… and particularly:
Continued quality improvement!
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Integrated Quality Management
There are a lot of tools and capabilities:
Do you use them efficiently?
Silent monitoring
Learning sessions
Agent feedback
sessions
On-the-job training
ACD reports
Employee surveys
Quality monitoring
Side-by-side coaching
E-learning
External coaching
WFM / PEP
CRM / ERP
Automatic
customer survey Mystery Calls
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Quality Management Today
This value may be increased dramatically.
The subsequent quality management results become
more significant and reliable…
…and all this at a lower cost.
Today, on average, 0.5 % of all
activities within the call center are
collected and analyzed by the
quality department. („Qualitätsmanagement im Customer Care Center“, [buw], 2006, S. 34 f.)
10
0 %
< 0.5 %
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Our Solution - INSPIRATION
Record
planningCustomized
evaluation forms
Analysis of the results and
remediesOn-the-job training
INSPIRATION
Quality monitoring
& silent monitoring
Evaluation of
communications
Training sessions
with E-learning
Automatic
customer survey
Feedback
Employee
surveys
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INSPIRATION – The Highlights
Modular built-in solution
User-friendly interface
Genuine browser-based application
Customized evaluation forms
Comprehensive standard reports
Easy search-and-replay
Customer-specific data analytics
Active agent involvement
Advanced speech analytics
(Key Word Spotting / Transcription &
Speech Mining)
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Winners With INSPIRATION
Trainers / Supervisors
Selection of sessions for quality management
More reliable results due to increased
number of evaluations
More objective and comparable results
Set any time for session evaluation
Agents
More effective training and coaching
Motivation from learning process
Career advancement through certification
programs
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Enterprise
Increased value of call center services
by advisory competence
Lower costs through more effective quality
management
More efficient training and superior agent education for
higher customer satisfaction
Real service level overview
Customer
Optimal service
Faster and more competent support
Winners With INSPIRATION
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Thank you!
Questions?