ASC Telecom Presentation

ASC Overview and Analytics

Mike Murley – UK Sales Director ASC Telecom UK Ltd

Company Overview

Headquarters: Hösbach, Germany

Founded: 01st July 1964

Employees: >200

R&D spending: 20 %of annual revenue

International sales: More than 70 %

Product Portfolio: Communications Recording & Quality Monitoring Solutions

Large Customer base: Over 20.000 installations in over 60 countries worldwide

Quality Management: Certified DIN EN ISO 9001 - first certification 1996 –

UK Customers

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Communications Recording and Quality Monitoring Solutions


Market Segments / Applications

Contact 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 Calls All market segments

Our Products

Traditional Communications Recording (HW solution) to record phone calls secure and evident proof

Voice over IP Recording (SW solution) to record Internet phone calls secure and evident proof

Screen 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 Centers

Speech Analytics (SW solution) to provide automatic analysis of call content to target evaluation and further analysis


Product Overview

Architecture Overview

DAS, NAS, Tape Library, Jukebox

ASC IAS

DB, Fileserver

POWERplayWEBplay

MARATHON EVOLUTION

ASC Data Manager (ADM)

IP

Replay via phone

PBX

PBX

PBX

PBX

PBX

Voice over IP Recording with

ASC’s EVOip Server Software

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

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

…

Browser-based and client-server based search and replay applications with flexible search criteria WEBplay

Easy search and replay via browser

INSTANT WEBplayPlayback of the last calls via browser

POWERplayMost comprehensive search and replay

INSTANTplayImmediate playback of the last calls

ASC Application Framework

Java-based client/server application

Online-monitoring Multi-channel replay Call collection box Last call repeat Variable replay speed Access to alarm

management Available as stand-alone version for replay directly from

archives media

POWERplay

Intuitive and easy to use Runs on every PC Supports MSIE, Firefox Independent of OS Multi language user interface

WEBplay

Completely browser based

No plug-ins / applets No proprietary SW SSL 128 bit

INSPIRATION Integrated Quality Management

in your Contact Center

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Our Solution - INSPIRATION

Record planning

Customized evaluation forms

Analysis of the results and remedies

On-the-job training

INSPIRATION

Quality monitoring & silent monitoring

Evaluation of communications

Training sessions with E-learning

Automatic customer survey

Feedback

Employeesurveys

Speech Analytics Module

Speech Analytics

Characteristics High customer value across complete organisation Few real deployments Growing number of global/regional speech analytics

providers (CreaLog, Sympalog, loquendo, Advance Media ....)

Little external visibility Largely language sensitive

Approach: Integrate best suitable technology(ies) for purpose Flexible interface to easily integrate further / local engines

Audio Analytics – Sales Arguments

The 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 provider

Speech analytic technologies allow to structure

unstructured data (and therefore provides

an high value propositon)

Typical span of SA applications

Process Management• Unlock of SIM cards (Telco)• Expose IT / TK issues• Artificial Intelligence• Knowledge Management

Quality Monitoring• Call handling time (CHT)• Agent skills• Corporate Voice identity

Marketing• Product names• Competitor names• Campaign Mgmt.

Speech Analytics with INSPIRATION

Speech Technologies General Market Overview

Method Area of Use Examples Technology

Emotion Detection Analysis of Call Process (how) Filtering of Calls with anger, or long pauses...Online Alarming with Supervisor

System recognizes sentiments , emotions, anger, happiness, pauses

Gender SpottingAge Spotting

Analysis of Caller (who) Age-/ gender specific Evaluations

Measure Campaign Efficiency Segmentation of Calls; Routing to suitable agents (age-to-age); adaption of scripts; different call templates

System recognizes fundamental frequency of the voice and frequency p atterens

Keyword Spotting Analysis of Call Content; Keywords during progress (what)

Categorising; Competition identificatio, fioltering of specific complaints

Words/ Content is predefined, context-insensitive

Phrase Spotting Analysis of Call Content; Reason for Call (why)

Sorting of Topics,Adherence to Call Script

Words/ Content is predefined,

Voice-to-text Transcription

Full text search, textual representation of conversation (parallel). Basis for all Content Analysis.

Identification of relevant conversations,,Enable „voice of the customer“ process

System presents results indpendenat of predefined rules

Artificial Intelligence

Automatic Evaluation, Pattern recognition

Adherence to Patterns (Greeting, Ending–Verabschioedung)

Semantic Analysis

Speech Analytics - ROI

Speech Analytics QM Marketing Process Mgmt.

Emotion Detection

Gender SpottingAge Spotting

Keyword Spotting

Phrase Spotting

Voice-to-text Transcription

Artificial Intelligence

ASC Speech Analytics Module

In a nutshell, the main features of the Speech Analytics-Module are: Support multiple engines, different types of speech engines and

load balancing between them Integrated into the existing alarm management Ability to plan and schedule speech analytics jobs from within

INSPIRATIONpro Retrieval and visualization of the result in INSPIRATIONpro Interfaces to different speech recognition types Integration of a new third party technology for Keyword Spotting:

Better results; based on ASC Speech Engine benchmarking Support of up to 45 languages

Audio Analytics Module – Architecture

Audio Analytics Module

Live Demo

Implementations

Technologies

a) Keyword Spotting

b) Transcription

c) Emotion Detection

a) Keyword-Spotting

a) Keyword Spotting

b) Transcription


a) Keyword-Spotting

Functionality A 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?”).

Implementation In 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.“

a) Keyword-Spotting

ScenariosBasic 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 mentioned Complaint calls Calls, in which product names were mentioned, for which a marketing campaign is in progress Calls, which concern a special process, e.g. the unlocking of sim-cards

Added 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.

a) Keyword Spotting

Added 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 mobiles A 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 complex Measure:

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).

a) Keyword Spotting

Added 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 actions Success control: Do I reach my costumer? Search for calls in which competitors were mentioned, with the aim for a competition

analysis

b) Transcription

a) Keyword Spotting

b) Transcription


b) Transcription

Functional: 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.

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) Transcription

Muting

Transcription

Replay Applet

Synchronizing

b) Transcription

ScenariosBasic 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-calculation No restriction of predefined keywords during the search Basis for advanced analysis operations: content analytics, categorization, call model detection Basis for automated evaluation process Transfer of the call contents into BI- and data warehouse systems „unstructured data will be

structured and analyzed“

Added Value QM:

b) Transcription

Added 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.


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.


a) Keyword Spotting

b) Transcription


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.


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.


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.


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.


Best-of-Breed Approach&

Technology Benchmark

What is Best-of-Breed

Definition 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 Functionality is superior System Integration is the challenge of the End-User /

dedicated System Integrator

Best of Breed in ASC

ASC applies Best of Breed Strategy to „Enterprise-directed“ functions of Workforce Optimization Speech Analytics Workforce Management Customer Relationship Management Performance Monitoring

Aspects which influence the Implementation Functional Excellence Language Availability External Visibility Regional Presence Integratability

ASC provides System Integration of these functions into the product suite

Speech Analytics - Technology Benchmarking

To 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:

Process approx 60 Testcalls, close to real life, recorded from

professional and layman speakers, german and english spoken

Testcalls compressed at different rates 240 calls Testcalls submitted to „untrained speech engines“ Analytics results from engines evaluated against fixed

criteria, quantified, normalized and compared

Benchmark Process

Manual speech-to-text conversion from audio-file Transfer of .wav and .xml on resultmaker and transmission incl. a

list of keywords on SpA-engine Analysis Transfer of the results on resultmaker and normalization Validation of the results with speech-to-text and evaluation

SpA-Resultmaker

Audiodaten / Verschriftungen /

Analyseparameter

SpA-Engine

1 3

2 3Result

generatestandardised

Result

4

4

Example based on one Test Call Sympalog CreaLog Utopy Sikom EML Alle Schlüsselwörter 57 57 57 57 57 richtig erkannt (max. 42) 6 42 11 36 31 Gewichtung 2 10,53% 73,68% 19,30% 63,16% 54,39% falsch erkannt (max. 40) 0 29 1 40 2 Gewichtung 1 0,00% -50,88% -1,75% -70,18% -3,51% Summe: 10,53% 48,25% 18,42% 28,07% 52,63% richtig falsch ja 13 7 4 5 4 12 1 neuntausendfünfhundert 2 2 1 2 sehr schön 3 3 4 2 3 2 2 Guten Tag 1 1 1 1 wünsche ihnen 1 1 2 1 2 mein Name ist 1 1 1 1 ich hätte gerne 2 1 2 1 2 2 2 um welches Gerät 1 1 1 1 Hack 4 3 5 1 4 Euro 1 1 1 3 1 Tag 2 3 5 2 15 2 1 Weg 4 2 6 1 3 1 gut 9 1 5 2 4 1 7 Saugkraft 1 1 1 Neukundin 3 2 2 1 1 3 1 Stollstraße 3 3 2 2 Staubsauger 1 1 1 1 Aktionsräume 1 1 1 1 Aschaffenburg 2 1 1 2 2 1 Bestandskundin 1 1 1 1 Lastschrifteinzug 1 1 1 1 1 Summe: 57 6 0 42 29 11 1 36 40 31 2

Speech Analytics Magic Quadrant

Utopy

CreaLog

Sympalog

Sikom

„Cheap“Information for 20 ch

„Quality“ (max. 70%)

Sikom(Nuance)

Outlook on Version 10.0

EML-SpeechMining-Demo

We record & analyze communications

ASC Telecom Presentation

Documents

Transcript of ASC Telecom Presentation