Agile AI Dispatching is One of The Core Capabilities of Contact Center

Artificial intelligence technology has enhanced the status of contact centers in corporate world. Transform a cost center of service hotline to the profitable center of business marketing. Business transformation has updated new requirements for contact center for AI dispatching capability, which brings huge challenges to the original technical architecture.  Factors such as various artificial intelligence platforms, cost reduction, changes of multiple scenarios and rapid growth of applications have made contact center managers to consider AI dispatching capability while using the manual configuration of communication dispatching capability. Both capabilities are equally important which will affect the contact center future development.

VoiceCyber’s IBAE, Intelligent Bridge of Analytics Engine allows contact center to quickly integrate with different communication and intelligent engine platforms in an innovative, compatible, open and free switching. Furthermore, this helps companies to flexibly deploy artificial intelligence applications, quickly resolve technical challenges, more flexible on choose products and services and prepare two dispatching capabilities (communication dispatching capability and intelligent dispatching capability) for future business applications with constant adjustments.

Intelligent Construction Brought Multiple Challenges to Contact Centers

Platform cannot compete with the pace of business and technology development. From initial call center to contact center, the change of name reflects the transformation of entire technical architecture. Voice calling platform can no longer provide modern contact centers with deeper capabilities or meet business intelligence requirements.

Intelligent application integration is complex. Different PBX platforms and intelligent engines require integration and PoC (Proof of Concept). Thereby, enterprises and integrators have invested huge manpower, time and energy, with extended project cycle.

It is difficult to select and replace intelligent engine which resulted in resource wastage. Companies need to select various intelligent engines for integration. Once the final result is not ideal, the replacement cost is too high, resulting in a waste of resources.

Intelligent Construction Requires Dispatching Platform for AI Capability

Intelligent interaction to avoid work duplication. As a dispatching platform for AI capability, IBAE helps multiple intelligent applications to integrate with contact center platform at the communication protocol level to avoid work duplication.

Intelligent tools save time and cost. IBAE is also an intelligent tool that enables connection between basic AI resources in each system, avoid repeated connections and construction, helping both company and integrator to save time and costs.

Let intelligent applications play a greater role. IBAE optimizes intelligent engine resources that have not been properly allocated. For example: the ASR resource of the intelligent outbound call system that works during day time and rest at night time while the ASR of the intelligent quality inspection that works at night and rest during day time. It also helps companies optimize these resources and bring greater competitive advantages to the contact center in intelligent transformation. Therefore, the entire business can achieve a profitable development.

IBAE Supports Integration with Six Types of Artificial Intelligence Engines

Voice Recognition
VRE=Voice Recognition Engine
VEE=Voice Emotion Engine

Biometrics Recognition
VBE=Voice Biometric Engine
FBE=Face Biometric Engine

Vision Recognition
DVE=Dynamic Vision Engine
SVE=Static Vision Engine

Support Linux and Windows OS, Better Fulfill Maintenance Requirements

Besides from supporting various versions of the Microsoft Windows OS, VCLog also support other Linux OS with x86 architecture system such as CentOS, Euler, OpenEuler, Redhat, SUSE, ubuntu and UOS; and Linux OS with arm architecture system such as OpenEuler and UOS. Above mentioned Linux OS will be an important consideration since public cloud and private cloud of software are slowly migrating to Linux OS.

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

Empower the contact center with strong analytical capability. IBAE 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

IBAE is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, ICCM, Teleopti WFM, SoIP, MoIP, IMAM, IDHA, 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.

IBAE System

Supports concurrent integration between voice or video streams and various artificial intelligence engines.

IBAE Gateway

Support concurrent forwarding of voice and video streams to the specified target.

Voice Recognition
Real-time Voice Transcription   Offline Voice Transcription   Text Emotion
The recording between the contact center agent and the customer is transcribed into text in real time. This helps the agent instant respond to the customer’s request and provide verbal professional suggestions, thus improving the service quality.   The recording recorded in the contact center is transcribed into text data, which provides a basis for information processing and data mining such as intelligent quality inspection and agent scoring.   Emotion recognition based on voice transcription text data can judge the user’s emotional fluctuation in real time. Furthermore, assist agent to adopt the best coping strategy.
Keyword Analysis   Machine Translation Emotional Analysis
All kinds of analysis can be done on recordings through pre-set keyword policies, such as real-time monitoring of sensitive high-risk words, offline quality inspection, etc.   Call translation can be displayed to the contact center agent in real time, helping the agent to accurately understand customer needs. Thus, improving customer satisfaction, reducing the training cost of professional agents, and supporting the translation between Chinese and English, Chinese and Japanese, Chinese and Korean, etc. Statistically calculate agents’ emotions in different periods, analyse the emotional changes of the agent and customer. Next, analyse and understand under what circumstances customers are easily and emotionally triggered.

Biometric Recognition
Identity Matching   Voiceprint Authentication   Video Facial Recognition
Through relying on the voiceprint model, user’s voice in the recording are compared with the voiceprint database to determine the identity of each user. So as to provide different speech suggestions to the agent.   By comparing the speaker’s voice with the voiceprint registered in the database, the authentication of the speaker can be judged. This helps agent to verify the user’s identity while allowing users to conduct identify verification through voice at any places.   Implement face recognition on the video recording of the contact center agent to verify the actual identity. It can be widely applied to prevent fraud while reducing business cost in financial risk control and business process improvement.

Vision Recognition

 
  Screen Recording OCR  
  Image recognition is done on the screen recording of the contact center agent to generate corresponding text data. This provides the basis for data mining and information processing such as intelligent quality inspection and keyword analysis in text-based customer service.
Excellent Performance

Quick access and does not conflict with the original system. Provides industry-class voice models based on iFlytek or Baidu. Provides industry leading result and creates a smooth experience for business products.

 Off-line and real-time mode

All artificial intelligence feature modules support real-time or off-line deployment and cooperate with the original environment to provide the best solution.
Mature and Stable

The product is mature and stable. Furthermore, supports iterative upgrade, customized development, and diversified deployment.

 Ease-of-use

Provide environment-friendly API interface and multilingual web management service that is easy and convenient to use.

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.
Related Product List

836-0002-002/L，IBAE Standard Package (Linux)
836-0001-002，IBAE Standard Package (Windows)
805-5400-211，IBAE Voice Bridging License
8**-****-***，Product is not all listed out, please call for inquiry