ASC Recording Insights App for Microsoft Teams

2th Oct 2019

ASC at a Glance

October 2, 2019 2

CLOUD ANALYTICSRECORDING

PORTFOLIO

18 – 20 % OF REVENUE

R&D INVESTMENT

OVER 50 YEARS OF EXPERIENCE IN

COMMUNICATIONS ENGINEERING[

[SERVICE SUPPORT

24/7[

[

TECHNOLOGY PARTNERS

INTEGRATED SOLUTIONS

OUR CUSTOMERS

FINANCIAL INSTITUTIONS, CONTACT CENTERS,

PUBLIC SAFETY & SERVICE PROVIDERS

12 SUBSIDIARIES

INDUSTRY-LEADING PLAYER

FLEXIBLE & TAILORED SOLUTIONS

ASC IN

3 MINUTES[

[

We Record & Analyze Communications

October 2, 2019 3

Compliance Recording and

Archiving

▪ Fulfillment of legal

regulations

▪ Detection of compliance

violations

Optimizing Customer

Service

▪ Enhancing customer

service quality

▪ Increasing staff

productivity

Protecting People &

Property

▪ Reconstruction of

incidents

▪ Optimal response in case

of emergencies

Financial Institutions Contact Centers Public Safety

Selected ASC Customers

October 2, 2019 4

Financial Institutions

Conta

ct

Cente

rP

ublic

Safe

ty

Cloud

Collaboration Tools Conquer the Market

▪ Communication tools have changed

➢ a lot of new platforms have popped up in the last several years

▪ Add-on apps like compliance recording or analytics help them to

capture the different markets

▪ Competitive advantage of MSFT Teams: enormous reach as part

of the MSFT Office 365 Suite

October 2, 2019 5

Teams Now Reaches 13 million Daily Active Users

October 2, 2019 6

Source: Microsoft 2019

ASC Fully Supports Microsoft‘s Strategy

October 2, 2019 7

Commission for

Microsoft sales

is driven by

cloud business

Working world

will be revolu-

tionized by AI

Teams is a core

solution

Compliance and

data security

are key

Important target

market

neo cloud and

ASC Recording

Insights based

on Azure

ASC builds on

Microsoft‘s

Cognitive

Services

ASC Recording

Insights

seamlessly

integrated into

Teams

ASC adds

compliance to

Teams

ASC is a strong

partner in the FI

market

Cloud and

Azure

Artificial

Intelligence

Modern

WorkplaceCompliance

Financial

Services

ASC Solutions Are Co-Sell Ready

October 2, 2019 8

8

Skype for Business / Hosted or on-premise

ASC Recording Insights for Microsoft Teams

neo Suite in Azure (Single- or multi-tenant)

Need for Compliance Recording

Due to regulations (e.g. MIFID II), a communications platform requires a

compliance recording solution to meet the customer requirements in the

financial and insurance industry.

October 2, 2019 9

ASC ensures legally compliant recording

and archiving of all communication

channels (voice, screen, video, chat, etc.)

Analytics with Focus on Use Cases

October 2, 2019 10

▪ Improving

Agent Skills

▪ Taboo Word

Spotting

▪ Quality

Alerting

▪ Quality

Reporting

Quality

▪ Reducing

Call Volume

▪ Script

Adherence

▪ Efficient

Search

▪ Speech-to-

Text

Efficiency

▪ Customer

Feedback

▪ Trend

Spotting

▪ Preventing

Customer

Churn

▪ Emotion

Detection

Experience

▪ Identify

Competitive

Advantages

▪ Identify

Sales

Potential

▪ Identify

Sales Risks

▪ Topic

Detection

Sales

▪ Compliance

Phrase

Spotting

▪ Auto Catego-

rization

▪ Document

consultancy

calls

▪ Risk Alerting

▪ Fraud

Detection

Compliance

▪ Threat Call

Alert

▪ Improved

Emergency

Processes

▪ Relief for the

Dispatcher

▪ Fast

Prioritization

Safety

Microsoft Cognitive Services for Analytics

ASC Recording Insights uses the Cognitive Services for downstream analysis of

the recorded communication directly in Teams.

Available languages* for transcription: English, Chinese (Mandarin &

Cantonese), Spanish, Catalan, French, Danish, Arabic, German, Italian,

Japanese, Hindi, Korean, Russian, Finnish, Norwegian, Dutch, Polish, Swedish,

Thai & Portuguese

October 2, 2019 11

*as of August 2019

Transcription

ReportsEmotion Detection

Translation

Keyword Spotting Language Tuning

ASC Recording Insights as Part of Microsoft Teams

ASC is co-sell ready Easy deployment: click & buy

Seamless user experience No 3rd party components

High scalable & available solution Hosted in Azure

User matching via Active Directory Cognitive Services for analytics

Microsoft Inspire June 2019

▪ ASC is announced as one of the three partners working with Microsoft Corp. on a compliance recording solution for Microsoft Teams. (TAP for Compliance Recording in Microsoft Teams)

▪ ASC is the only company to develop a 100% integrated solution for Microsoft Teams.

Fulfilling Compliance Requirements

October 2, 2019 13

▪ Recording control, access & replay rules,

approval process, adjustable TTL,

conversation save, consent to record, etc.

▪ Tenant specific data encryption

▪ Integration in heterogenous customer

infrastructures

▪ Import / export of existing recordings

▪ Capturing the entire communication

▪ Internal / external calling, video

conferencing, mobile, chat

▪ Secure archiving of sensitive data

▪ Selectable Azure regions and customer

subscriptions

Data Storage in Azure

✓ Offering comprehensive compliance and resiliency options for customers

✓ 54 regions worldwide

✓ Available in 140 countries

✓ Customer chooses the region where the data will be stored

✓ Cognitive Services’ data will be also stored in the selected region

October 2, 2019 14

Whom To Address

October 2, 2019 15

ASC Recording Insights App for

Target industry

Target customers

Key selling points / our

story

Focus: Financial institutions & insurances

But also retail, contact centers, education, healthcare etc.

From SMB to large enterprises

Compliance & analytics within Microsoft Teams

Target market Worldwide

Screenshots ofASC Recording Insights

16October 2, 2019

Integration into the MSFT Teams UI

October 2, 2019 17

Main View in Tiles

October 2, 2019 18

Main View in Table Format

October 2, 2019 19

Detailed View of Conversation / Video

October 2, 2019 20

Detailed View of Conversation / Video

October 2, 2019 21

Detailed View of Conversation / Video

October 2, 2019 22

System Detects Labels / Topics

October 2, 2019 23

Dashboard: Reports

October 2, 2019 24

Recording of Chat, Tagging Data and Audio Script

October 2, 2019 25

Use Case Examples

ASC Recording Insights

Filtering

Conversations

where a customer

complains about a

certain product

Use case: Contact Center

2. Oktober 2019 27

Recorded calls

detect product

issuesData

Microsoft

Cognitive

Services

Keyword

highlighting

Keyword Search

Keyword Report Customer • wants to speak to the

supervisor

• threatens to involve a

lawyer

• threatens to turn on

customer protection

critical

conversations

Narrowing down

conversations

All Calls that

contain certain

Keywords and

content

Emotions will be

displayed

Results

Use case: Insurances

2. Oktober 2019 28

Recorded calls

DataMicrosoft

Cognitive

Services

Automated

Transcription

The whole

conversation will be

transcribed

automatically and

can be used as

minutes of the

contract closing

conversation

IDD →documentation

of contract

closing

Whenever there is

a suspicion of

insider trading, all

conversations of

certain traders

must be reviewed

or only those in

which certain

securities or

security

combinations are

involved.

Use case: Financial institutions

2. Oktober 2019 29

Narrowing down

conversations

All Calls that

contain certain

Keywords and

content will be

displayed in a list

Recorded calls

Conversation

ListData

Microsoft

Cognitive

Services

Keyword

highlighting

Keyword Search

Keyword Report

suspicion of

insider trading

Transcript will be

displayed, the

content of a

transcript can be

captured in a

shorter time

Easily jump to the

position where the

keyword was

mentioned

Emotions will be

displayed

Results

Detail View

Use case: Education organizations

2. Oktober 2019 30

Transcript can be

displayed

Transcript can be

easily translated in

several languages

Emotions will be

displayed

Recorded calls

Results Detail

ViewData

Microsoft

Cognitive

Services

Transcribed

Conversation

Keyword Search

Translation of

Transcript

Many

conversations in

the educational

environment take

place in a foreign

language.

Therefore, there is

a risk of

misunderstandings

international

conversations

Search for certain

content

Use Transcript as

lecture notes in

your favorite

language

Further

possibilities