Mitel Complements Recording Portfolio with Innovative AI Data Analytics Solution from ASC

More efficient data analysis and compliance with Mitel Interaction Recording Insights AI powered by ASC

Hoesbach, Germany - October 10, 2024 - ASC Technologies, a global provider of compliance recording and AI data analytics solutions, is further strengthening its long-standing partnership with Mitel, a global leader in business communications.

Building on ASC's technology, Mitel is expanding its recording portfolio Mitel Interaction Recording (MIR) with the innovative AI features of “Insights AI”. By leveraging artificial intelligence, it offers deep insights into customer interactions and enables organizations to automatically evaluate service quality.

MIR Insights AI, which is fully integrated with Mitel Interaction Recording, provides companies with comprehensive business analytics by fully automating the analysis and categorization of recorded communications. Using an integrated GenAI engine based on Microsoft Azure AI Services and OpenAI models, MIR Insights AI enables the generation of AI-powered conversation summaries or sentiment analysis from voice recordings in over 100 languages. This provides companies with in-depth insights into their communication data and helps to identify compliance risks at an early stage.

“We are proud to further expand our partnership with Mitel and to jointly provide leading-edge solutions,” says Gerald Kromer, CEO of ASC Technologies AG. “With MIR Insights AI, we are taking the potential of communication data to a whole new level.”

MIR Insights AI offers companies the following benefits:

• AI-driven summaries and sentiment analysis: AI-powered call summaries can be generated directly in the MIR user interface, enabling agents to get to the heart of the conversation within seconds. In addition, MIR Insights AI provides valuable insights for continuous agent training and business strategy development.
• Visual insights: Powerful dashboards and reports provide companies with valuable information to increase the quality and efficiency of their communications.
• Compliance management: AI helps to minimize human error and support regulatory compliance by, for example, ensuring that legally required notices are correctly provided in calls, classifying calls into regulated and non-regulated categories and identifying sensitive personal data, as well as flagging calls with PCI DSS-relevant information such as credit card details.

“The integration of Insights AI into Mitel Interaction Recording through our continued collaboration with ASC enables our customers to leverage the power of advanced AI to analyze their communication data quickly and precisely,” adds Martin Bitzinger, Senior Vice President, Product Management at Mitel. “This allows organizations to streamline employee workloads, optimize compliance management, and, ultimately, deliver a superior customer experience.”

MIR Insights AI utilizes cutting-edge AI technologies from Microsoft Azure and OpenAI to search for critical keywords, patterns and phrases based on predefined templates or customizable categories. This gives companies deeper insights, improves customer experience, automates compliance processes and optimizes quality management.

You can find more information about MIR Insights AI in the blog post.

About ASC

ASC is a worldwide leading provider of software and cloud solutions in the field of omni-channel recording, quality management, and analytics. Among our target groups are all companies that record their communications, especially financial service providers, contact centers, and public safety organizations. We offer solutions for recording as well as AI-based analysis and evaluation of all communications – with full flexibility as a cloud service, on-premise or as a hybrid solution. Headquartered in Germany with subsidiaries in 14 countries and experienced system integration partners in over 60 countries, ASC is the #1 Europe-based player in its industry.