Mitel complements recording portfolio with innovative AI data analytics solution from ASC, ASC Technologies AG, Story

ASC Technologies, a global provider of compliance recording and AI data analytics solutions, strengthens its long-standing partnership with Mitel, a global leader in corporate communications. Building on ASC’s technologies, Mitel is expanding its recording portfolio with innovative AI features Mitel Interaction Recording (MIR) Insights AI. By using artificial intelligence (AI), MIR Insights AI offers deep insights into customer interactions and supports companies in automatically evaluating service quality and efficiently meeting compliance requirements.

MIR Insights AI, fully integrated with Mitel Interaction Recording, provides organizations 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-based conversation summaries or sentiment analysis in over 100 languages. This gives companies in-depth insights into their communication data and helps to identify compliance risks.

“We are proud to further expand our partnership with Mitel and to provide future-oriented solutions together,” says Gerald Kromer, CEO of ASC Technologies AG. “With MIR Insights AI, we are raising the potential of communication data to a completely new level.”

MIR Insights AI offers companies the following advantages:

• AI-based summaries and sentiment analysis: AI-based conversation summaries can be generated directly in MIR’s user interface, allowing agents to capture the essence of the conversation within a few seconds. MIR Insights AI also provides valuable insights for continuous agent training and supports the development of effective business strategies.
• Visual insights: Powerful dashboards and reports provide companies with valuable information to increase the quality and efficiency of their communications.
• Compliance management: AI helps minimize human errors and support regulatory compliance. For example, it ensures that regulatory notices are accurately reflected in calls, calls are divided into regulated and non-regulated categories, sensitive personal information is identified, and calls are flagged with PCI DSS-relevant information such as credit card details.

“The integration of MIR Insights AI into the Mitel Interaction Recording portfolio, which is also based on ASC technologies, enables our customers to precisely analyze their communication data,” adds Martin Bitzinger, Senior Vice President, Product Management at Mitel. “This offers our partners and customers a future-proof solution to continuously optimize the efficiency and quality of their communication.”

MIR Insights AI uses 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 allows companies to gain deeper insights, improve customer experience, automate compliance processes and optimize quality management.

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