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Recording 03/07/2022

The Way to Go With Your Compliance Management

We enable companies to streamline their business processes while complying with increasing regulations and reporting requirements in a consistent and cost-effective manner.

Recording 01/14/2022

Future orientation is customer orientation

The Contact Center is the linchpin of a company when it is about customer satisfaction. This is where the first contacts and inquiries are handled. The personal interface between customers and the company plays a decisive role in success because an excellent customer experience becomes a differentiating factor between competitors. The new ASC handbook highlights the current trends and challenges of contact centers and provides recommendations how to deal with compliance requirements and customer…

Cloud 11/04/2021

Supporting the Workplace Transformation is Necessary

The profound changes in working habits and the increasing use of digitalization are leading companies to change their organization and implement new systems to enable their employees to work in the best possible conditions. It is in this context that the notions of digital Workspace (focused on tools) and digital Workplace (focused on the workplace) are now fundamental in the evolution of corporate governance. More globally, the company is becoming virtual, dematerialized and professionals are…

Recording 11/04/2021

How Artificial Intelligence is Accelerating the Transformation of Contact Centers

More than ever, technology is at the heart of business processes. In this context, contact centers are entering a new age and will have to deeply transform themselves in order to offer ever better quality of service and gain agility in their operations.

Recording 10/28/2021

Ensure Recording Compliance in the Cloud

The recording of communications is no longer a need, but a real necessity that is becoming more and more common in many sectors of activity. The digital transformation accelerates the application of new regulations related to the protection of personal data and its conservation. Each need requires a customized migration to a 100% cloud infrastructure, respecting the constraints of each project at deployment.

Recording 07/21/2021

Artificial Intelligence for compliance recording

It is hard to imagine the workplace of the future without collaboration and communication tools like Microsoft Teams. Business processes worldwide are being adapted as more and more employees are working remotely and virtual teams are being merged. This brings new challenges, especially in the field of compliance recording where sensitive data is recorded and processed. With its native Microsoft Teams app Recording Insights, ASC relies on AI-based support for advanced assessment, i. e. on…

Recording 05/27/2021

Legal requirements for archiving in the financial sector

In the last 20 years, more and more customers have turned towards banking and finance networks thus influencing the way that banking data is managed. On the downside, financial scandals as well as cases of cybercrime and money laundering have become more frequent, too. As a consequence, the last years have seen a number of new directives or the amendment of existing ones that aim at facilitating tracking transactions. But what does this imply for the retention periods of recorded calls? What…

Recording 03/22/2021

Involuntary, but necessary? The transformation of contact centers

The digital transformation of contact centers was sped up by lockdowns or stay at home orders and caused rapid changes. This transformation not only caused changes within the contact centers, but also with customer expectations. In the following, Eric Buhagiar, Managing Director at ASC, explains how the digital transformation changed the customer experience and what can be expected for the future of contact centers and customer services.

Interviews 02/01/2021

That is what ASC’s partner strategy looks like

Being a jack of all trades is an outdated claim that does not work any more in modern economy. Today, companies rely on strategic partnerships to keep abreast of trends and to position themselves prominently in the market. Alexander Jung, Manager Sales Operations at ASC, and Patrick Salg, Vice President Strategic Alliances at ASC, explain why ASC banks on strategic alliances, what characterizes its global partner strategy and how cooperations are forged.

Recording 01/12/2021

The potential of artificial intelligence in analytics for contact centers, financial service providers, and public-safety organizations

Large amounts of data from different channels accumulate in companies of every size everywhere every day. Analytics tools are helping to harvest valuable information from this data. By means of artificial intelligence, huge amounts of data can be assessed, and patterns and contexts identified a lot faster than human labor could. But what is the potential of artificial intelligence in analytics? Peter Schmitt, CTO at ASC, explains the advantages for contact centers, financial service providers,…

Cloud 10/28/2020

“The proportion of our cloud business will double this year”

How ASC is handling the crisis – An Interview with ASC‘s CEO Dr. Gerald Kromer.

Many companies have experienced a boost in digitization during the COVID-19 pandemic. In addition to solutions for video conferences that see a substantial spike these days, there are useful tools for all areas in a company to enable and facilitate working from home. COVID-19 affects ASC’s customers and its business as well as the working processes of the cloud company from Hösbach. We have talked to Dr. Gerald…

Recording 09/10/2020

How to Unlock the Full Potential of Your Customer Experience with Interaction Recording, Quality Management and Analytics

The ways that contact centers engage with customers have changed with the emergence of mobile devices and omni-channel options. What hasn’t changed is the demand for prompt and efficient service, regardless of the communication channel. With a workforce optimization solution, you have access to a wealth of insightful information on contact center performance. So how to unlock the full potential of your customer experience with valuable insights into every interaction? Chris Wearne, Managing…

Recording 07/20/2020

Fraud Detection: Identifying potential cases of fraud and compliance violations

There are many types of fraud - whether on the phone, via internet or using mobile devices. As technology advances, fraudulent techniques are becoming increasingly elaborate - fortunately at the same time solutions for fraud detection are also becoming faster and more precise. Darien Šobar, Vice President Business Development at ASC Technologies has some valuable insights on how to identify and prevent potential cases of fraud and compliance violations.

Recording 07/01/2020

Current challenges and trends and their effects on contact centers

At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.

Compliance 06/09/2020

Security in the cloud: What’s important

Cloud computing is no longer a hype - cloud computing is reality. Convincing ad-vantages are decreasing costs and a flexible, scalable IT. Cloud services are handy and grant even small companies access to otherwise unaffordable equipment and software solutions. But are they safe to use? We present facts and figures about cloud security and explain what safe usage of cloud services can look like.

Recording 05/29/2020

Financial market regulation in Switzerland: Secure recording and archiving of financial transactions by phone

Swiss banks count among the most important in the world and enjoy an excellent reputation. And in Switzerland, too, the financial sector is one of the most heavily regulated sectors of the economy. As a result, the regulation of banking and the financial market by means of the secure recording and archiving of financial transactions by phone plays a major role.

Recording 04/03/2020

“Reducing the response time in emergency situations by just a few seconds can save lives“

Claus-Omar Mundinger in an interview about public-safety solutions in the Middle East

Interviews 03/19/2020

An interview with Ann-Kathrin Müller about New Work Transformation

In times of digitalization and working environment 4.0, New Work has become a key word. New Work is about finding meaningful work for oneself. But the transformation can only succeed if attitudes and corporate culture change simultaneously. Ann-Kathrin Müller, Director Business Development at ASC, in an interview about New Work, collaboration and her personal favorite collaboration tool.

Recording 02/17/2020

MiFID II & FinVermV: Effects on the recording and storage of communications

Financial market directives have a major effect on financial service providers when it comes to recording and evaluating communication. In addition to the second financial market amendment regulation (MiFID II – Markets in Financial Instruments Directive), the recently amended Ordinance on Financial Investment Mediation (FinVermV) brings new obligations for so-called 34f agents. One of them is taping. 34f agents are facing the challenge of familiarizing themselves with recording (taping)…

Cloud 02/12/2020

Cloud computing in financial services – The future of banks and insurance companies is in the cloud

The demands of financial service providers in the security and availability of cloud services are incredibly high. But yet, moving IT services to the cloud promises financial service providers more efficiency, too. Consequently, it does not come as a surprise, that the financial industry is venturing out into the cloud as well following a trend that other sectors have already taken to the next level.