Google's Contact Centers to Use ASC VoIP Recording Solution
ASC Telecom, a provider of solutions to record, analyze, and evaluate communications, will supply its Voice over Internet Protocol (VoIP) recording solution, EVOip, for Google’s contact centers in the United States, Japan, China, India, and Australia.
ASC has already implemented EVOip in Google’s central test lab in India in December 2010 and integrated the solution with the existing telecommunications infrastructure. Projects for Google in Japan and the United States have been implemented too, and a subsequent roll-out in Australia and China is in the planning stage.
Google selected ASC after deciding to replace its Windows infrastructure with Linux for security and reliability reasons. ASC offers Linux-based EVOip software and has been promoting it as a fail-safe solution for VoIP recording for many years.
EVOip captures telephone calls from the network and enables storage, playback, and archiving of the entire interaction. It complies with the Payment Card Industry Data Security Standard (PCI DSS), handles encrypted calls, and offers central control for organizations with multiple branches.
Google also chose ASC because of its local support from regional offices in Japan, Singapore, and the United States.