Intelligent Migration, Audit and Maintenance – IMAM

Intelligence Method is Required to Improve System Management Efficiency

Intelligent management of customer interaction. This involves voice, video and screen recording, quality inspection, scheduling, reports, data and documents, etc. The design goal of IMAM ensure that every customer interaction is recorded, stored, saved, migrated, audited, etc.

Intelligence is the way to provide high efficiency. When a customer interaction recording cannot be searched and playback normally, user will contact IT personnel immediately. Therefore, it is important to intelligently locate the problem, make reasonable conclusions, or provide an alternative solution. All these will require intelligence methods which means as it is extremely urgent to upgrade the existing inefficient cycle.

Forming a Closed-loop Life Cycle to Meet Customer Requirements

CI-CD-CO forms a closed loop. Contact center is a complex information system, which involves various IT subsystems. IMAM focuses on subsystems related to intelligent management of customer interaction, covering the whole life cycle of CI-CD-CO system management. CI-CD-CO stands for the closed loop of Continuous Integration (CI), Continuous Deployment (CD) and Continuous Operation (CO). The first M (Migration) in IMAM is a Continuous Integration subset, which helps customers migrate data and files as well as meeting the integration requirements of customers (constantly changing according to business needs), historical data and file reuse. The A (Audit) and the second M (Maintenance) in IMAM are subsets of Continuous Deployment and Continuous Operation, which audit the operation data of each subsystem, perform cross-audit, carry out maintenance and record maintenance according to the results.

Meet the complex requirements and multi-scenarios of “customer interaction intelligent management”. Provides a fully autonomous and controllable IMAM platform for intelligent data migration, audit and maintenance. Furthermore, gradually realize automatic, data-based and intelligent IT operations in “customer interaction intelligent management”.

VCLog BI Business Intelligence, Help to Build a Modern Contact Center

Empower the contact center with strong analytical capability. IMAM able to integrate with VCLog BI (intelligence advanced reporting and analytic system) and provide customers with high availability and customizable intelligence data analytic product. This platform carries out data mining on customer behavior with advanced analysis tools and extract predictive content to discover the value in every customer interaction and provide effective basis for marketing decision.

Enhance customer-oriented business strategy by sharing the overall data of customer experience of the whole company. The responsible manager will then have sufficient data basis to adjust the direction of service and business. Furthermore, continuously improve the customer service experience level, the operation and management efficiency of contact center, and the success rate of sales and marketing.

Product Combination Provides Complete Solution

IMAM is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, IBAE, Teleopti WFM, SoIP, MoIP, IMAM, etc. can form a complete and flexible intelligent customer experience management solution. Each product from the combination can also be used in standalone mode or combined. While contact centers development is progressing, technology helps to provide customer with compliance and high-quality customer service thus assist the enterprise to enhance resilience.

Data migration between different various databases
Log index is executed regularly, and migration logs are always saved

Migration of various recording files
Recording file migration can be performed with fixed quantity at fixed time, provided with migration logs searching
The directory name after recording file migration can be customized for convenient searching
Distributed deployment and rules will be centralized uploaded to the central NAS storage

Provide audit log searching
Support common and specified log events audit
Support SMDR log audit of mainstream PBX vendors
Support common and custom message events audit of mainstream CTI vendors
Support specified log audit of mainstream PBX and CTI vendor databases

Detailed maintenance log records
Create diversified alarm rules and support multi-platform alarm modes
Provide multi-dimensional data report presentation such as monitoring data statistics, alarm record statistics, application system data, health cycle reports, etc.

Integrate with SNMP platform, customizing rules to obtain and send SNMP messages in time
Provide mobile APP visual live monitoring system, which allow monitor the operation of various voice, video and screen recording application
Provide computer visual live monitoring system for maintenance personnel, which allow monitor the operation of various voice, video and screen recording application

A complete product series that provides the possibility for sustainable development

We focus on research, development and production of “Customer Interaction Intelligent Management” related product. After a long period of experience accumulation, a complete product series has now been formed. Providing optional solutions for customer at each different development stage for “Customer Interaction”. With the maturity of artificial intelligence technology, we will continue to combine new artificial intelligence technology to develop more intelligent products, so that “Customer Interaction Intelligent Management” can achieve sustainable development.