ASC Recording Insights For Microsoft Teams - AndorTIC

ASC Recording Insightsfor Microsoft TeamsAndorre, October 16th 2019

ASC at a Glance[[OVER 50 YEARS OF EXPERIENCE INCOMMUNICATIONS ENGINEERING12 SUBSIDIARIESR&D INVESTMENT18 – 20 % OF REVENUETECHNOLOGY PARTNERSINDUSTRY-LEADING PLAYERFLEXIBLE & TAILORED SOLUTIONS[[SERVICE SUPPORT24/7PORTFOLIOOUR CUSTOMERSCLOUDOctober 18, 2019[ASC IN3 MINUTESFINANCIAL INSTITUTIONS, CONTACT CENTERS,PUBLIC SAFETY & SERVICE PROVIDERSRECORDING ANALYTICS2[INTEGRATED SOLUTIONS

We Record & Analyze CommunicationsFinancial InstitutionsContact CentersPublic SafetyCompliance Recording andArchivingOptimizing CustomerServiceProtecting People &Property Fulfilment of legalregulations Enhancing customerservice quality Reconstruction ofincidents Detection of complianceviolations Increasing staffproductivity Optimal response in caseof emergenciesOctober 18, 20193

Selected ASC CustomersPublic SafetyContact CenterFinancial InstitutionsCloudOctober 18, 20194

The journey begins “Call recording for compliance - Since manyindustries have regulatory policies that require therecording of calls and meetings, we’re partneringwith compliance recording partners [ ] to add thiscapability to Teams. “Source: -work-better-together/October 18, 20195

ASC is Selected Microsoft PartnerOctober 18, 2019Gold partner(managed partner)Selected partner forCompliance Recordingfor Microsoft TeamsCo-sell readyPart of the TAP program– Calling API for MSTeams6

ASC Solutions are Co-Sell Readyneo Suite in Azure (Single- or multi-tenant)Skype for Business / Hosted or on-premiseASC Recording Insights for Microsoft Teams7October 18, 20197

ASC Recording Insights for Microsoft TeamsNo long, compleximplementationtime1 MinuteSimple and fastsetup, buy and useOctober 18, 2019Users don’t wantto learn anotheruser interfaceFamiliarTeams interfaceand part of Office365Easy access toanalytics toolsSeamlessCognitive Servicesincluded8Need forcompliancerecordingfunctionality nowTrustedA solution you canrely on

Benefits of ASC Recording Insights for MS TeamsNo 3rd party componentsNative app within TeamsHosted in AzureSeamless user experienceEasy deployment: click & buyHigh available & scalableCognitive Services for analyticsUser matching via Active DirectoryOctober 18, 20199

Need for Compliance RecordingDue to regulations (e.g. MIFID II, Dodd-Frank), a communicationsplatform requires a compliance recording solution to meet thecustomer requirements in the financial and insurance industry.ASC ensures legally compliant recordingand archiving of all communicationchannels (voice, screen, video, chat, etc.)October 18, 201910

Fulfilling Compliance Requirements Recording control Recording, access &replay rules Approval process Adjustable time toarchive recordings Conversation save Capturing all entirecommunication Import / export ofrecordings Tenant specific dataencryption Internal / external Integration in existingcustomerinfrastructures Individual archivingrules Calling, video,meetings, chat,content sharing, etc. Consent to record Selectable Azureregions Selectable customersubscriptions forstorage

Data Storage in Azure Offering comprehensivecompliance and resiliencyoptions for customers Blob StorageData LakeImmutable Blob Storage 54 regions worldwide Available in 140 countries Customer chooses theregion where the data willbe stored Cognitive Services’ datawill be also stored in theselected regionOctober 18, 201912

Microsoft Cognitive Services for AnalyticsASC Recording Insights uses Cognitive Services for downstreamanalysis of communication directly in TeamsSpeech to TextText AnalyticsTranslationEmotion DetectionKey PhraseExtractionNamed n and many more40 languages for transcription and 65 languages for translation of thetranscript**as of October 2019; ervices/language-supportOctober 18, 201913

Analytics with Focus on Use CasesQualityEfficiency Improvingagent skills Reducingcall volume Customerfeedback Taboo wordspotting Scriptadherence Trendspotting Qualityalerting Efficientsearch Qualityreporting Speech-totext Preventingcustomerchurn ImprovingFCROctober 18, 2019SalesExperience Identifycompetitiveadvantages Compliancephrasespotting Identifysalespotential Auto categorization Identifysales risks Emotiondetection Topicdetection14Compliance Documentconsultancycalls Risk alerting FrauddetectionSafety Threat callalert Improvedemergencyprocesses Relief for thedispatcher Fastprioritization

Direct Routing ArchitectureVoice Carrier/PSTN Provider(SIP) TrunkCertified SessionBorder ControllerInternetASC Recording Insights for Microsoft TeamsDirect RoutingMicrosoft AzureOctober 18, 201915

Whom to AddressTarget industryfocus: financial & insurance institutions,but also contact center, government, retail, education, healthcare, etc.Target marketworldwideTarget customersfrom SMB to large enterprisesKey selling points /our storyCompliance Recording & Analytics within Microsoft TeamsOctober 18, 201916

Live DemoOctober 18, 201917

AppendixesOctober 18, 201918

ASC Recording Insights RoadmapPhase I: Analytics within TeamsLaunch in Q4Phase II: ASC Compliance Recording &Analytics within TeamsAnalytics of communicationCompliance recording of Teams communication Comprehensive analytics functions (based onMicrosoft's Cognitive Services) Meetings, screen, chat, video, content Internal (Teams) and external (PABX) sessions Uploading recordings (ASC and from othersystems) Search & replay of calls Recording control (manually start / stop) Display recordings (on-premise or cloud) Comprehensive analytics functions (based onMicrosoft‘s Cognitive Services) Search & replay of calls*based on release of calling API by MicrosoftOctober 18, 201919

Packages for Analytics (Available in Q4 2019)AnalyticsBase License Import of recordingsConfiguration of usersSearch & replayBasic reports (not configurable)Ability for analytics (add-onrequired)o Speech-to-texto Translationo Keyword spottingo Labelling 5GB storage incl.Add-OnStorage Additional storagepackages per tenant500GB* categorized in onlyaudio or multi-channelBilling per tenant per monthAdd-OnCognitive Services Additional analyticspackages per tenant150h* categorized inspeech-to-text, contentanalysis & video indexerBilling per tenant per monthBilling per user per month*to be finalizedOctober 18, 201920

Packages for (Compliance) Recording & AnalyticsSmart Recording* RecordingUser configurationSearch & replayBasic reportsSmart Recording &Analytics*ComplianceRecording* Smart RecordingCompliance*Recording & Analytics Compliance recording User configuration(Individual user rights &access management) Search & replay Conversation safe Extended reporting Additional KPI‘s, creation ofon-demand reportsIn addition: Cognitive services (S2T,Text analytics) Full reporting possibilities Compliance RecordingIn addition: Cognitive services (S2T,Text analytics) Full reporting possibilities5GB storage incl.5GB storage incl.5GB storage incl.5GB storage incl.Billing per user per monthBilling per user per monthBilling per user per monthBilling per user per ons:StorageCogn.Serv.*available upon release of calling API by MicrosoftOctober 18, 201921

“Sneak Preview”October 18, 201922

Configuration Add UserOctober 18, 201923

Configuration PageOctober 18, 201924

Recording of Chat, Tagging Data and Audio ScriptOctober 18, 201925

Screenshot Multi VideoOctober 18, 201926

Preview of ASC ShopOctober 18, 201927

Screenshot Shop PackagesOctober 18, 201928

Screenshot Shop ContactOctober 18, 201929

And then ?Source: ersation-intelligence-generally-available/October 18, 201930

Please Aks Your QuestionsOctober 18, 201931

ASC Recording Insights Roadmap October 18, 2019 19 Phase II: ASC Compliance Recording & Analytics within Teams Compliance recording of Teams communication Meetings, screen, chat, video, content Internal (Teams) and external (PABX) sessions Search & replay of calls Recording control (manually start / stop)