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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…

Artificial Intelligence 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…

Artificial Intelligence 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.

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,…

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.

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

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)…

Recording 02/06/2020

Thought leadership – Becoming an opinion leader with compliance recording from the cloud

Thought leaders are opinion makers and opinion leaders at the same time. Not only do they have innovative products to offer but also appear in the public as experts. Unique content and a strategic orientation make a thought leader a great support and advisor. But how can a medium-sized family-run company from Germany position itself as a thought leader? Here are some ideas.