It is Not Just a Change in Name From “Call Center” to “Contact Center”

Omnichannel customer interaction makes desktop screen recording very important. Traditional interaction is about voice interaction with customers. With the development of new interactive channels such as instant messaging, social media, e-mail, business blog, video interaction, unified communication and collaborative office, customer interaction based on computer desktop is growing rapidly. Therefore, recording on these interactions has become increasingly significant for the contact center.

Customer interaction with video and voice is increasing. The introduction of new technologies such as mobile application, SIP video, WebRTC, etc., have made video agent commonly. With the development of 5G network, the increase in bandwidth makes videos clearer ever than before, and more video value-added applications can be attached to 4K video screens. Voice, text and video agents will be coexisting in contact center for a long time.

Contact Center Home Agent Management Solution

Full audio, video and screen recording. VCLog SoIP simultaneously records every customer interaction process, voice interaction, screen operation and video interaction using “three-way recording” method. At the same time, record without missing any process of interaction between the agent and the customer. Moreover, this allows the behaviour and emotional expression during interaction process between the agent and customer to be traced intuitively.

Data security and centralized management. Make full use of video watermark, file verification, encrypted transmission and other technical methods to ensure the safety and reliability of recording data from capture to transmission. This solves several process risks such as malicious deletion of files, contents tampering, and upload leakage. At the same time, VCLog SoIP architecture is based on HTML 5 B/S centralized management system, which provides a centralized management portal for administrators to log in from any terminal and carry out centralized playback of video files.

Centralized monitoring and privacy protection. Remote agents and home offices are increasing rapidly. It is a concern to ensure that the remote agents are only doing their work during working hours. By installing the client software and turning on the camera of the agent’s notebook or computer, VCLog SoIP records video of the agent while ensuring the agent is also monitored by the system when he is idle. In addition, the business organization can centralize monitor and control the customer interaction process of any agent in real time through the network. Furthermore, real-time recording reminder and video content display are provided to notify the agent. The purpose is to enhance the privacy protection awareness of the agent and avoid illegal video recording.

Health alarm and data pre-processing technology. Automatic monitoring alarm reduces downtime, so that customers can promptly find problems in related equipment and have early warning to equipment managers to solve problems in time. Advanced data pre-processing technology can effectively secure the original data in the process of network data transmission. Furthermore, effectively ensure the integrity of data received by VCLog recording system, thus guarantee no video data will be lost while having with good quality.

Combined with IDHA to Provide Intelligent Management Means for Contact Centers

Contact centers need to timely and accurately supervise agent service content, VoiceCyber’s contact center intelligent discovery IDHA and SoIP work together, which can monitor and analyze the agent’s computer operation behavior, video images, screen text pictures and other data in real time in the first time, intuitively supervise the behavior trajectory and emotional performance of agents and customer interactions, so that enterprise managers can find problems in time, intervene quickly, and give effective support.

Combined with the VCLog Video Recording System, It Provides More Dimensional Data for ICCM

SoIP can centrally store the captured computer operation logs in the VCLog central recording system, and at the same time combine OCR recognition window name and text information in the window, extract the text in the recording information and store it together. The multi-dimensional log information can be restored during playback through the VCLog recording system, and at the same time, it can be supplemented by the use of contact center intelligent quality inspection ICCM in the future, providing a more dimensional basis for further service quality management. 

Combined with VCLog BI to Help Enterprises Enhance Their Core Competitiveness

The screen data captured by SoIP can be used by VCLog BI business intelligence to optimize the aggregation, analysis and visualization of contact center data, enabling the contact center’s powerful data integration and analysis capabilities and continuously improving the customer’s service experience management level. Improve the operation and management efficiency of the contact center; Improve the success rate of marketing and sales, support contact centers to make better strategic decisions, and help contact centers achieve multi-dimensional data analysis.

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. VCLog SoIP 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

VCLog SoIP is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, ICCM, IBAE, Teleopti WFM, 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.
Cloud Deployment:

Support cloud desktop
Cross-operating systems: Windows, Linux
Cross-browser: HTML5 architecture, without any plug-ins

 High Reliability Design:

Supports high availability cluster deployment, downtime of a single server will not cause service interruption
Client video files can be uploaded to NAS storage or a storage device and then backed up through asynchronous archiving
Product Performance:

Single terminal monitoring bandwidth less than 50kbps
Video recording files are stored lower than 120MB per hour
A single server supports 1000 agent registrations and 500
concurrent recordings
The operating memory of the recording client is less than
100MB with CPU usage less than 10%

 Safety Compliance:

Support screen watermark feature to prevent information leakage
Support screen recording automatic verification and uploading on client side
Support client screen recording service and process daemon, prevent operation error or end process
Support client video recording notification, display camera recording content on client screen in real time, and prevent illegal video recording

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，VCLog Standard Package (Linux)
836-0001-002，VCLog Standard Package (Windows)
836-5000-001，VCLog SoIP Screen Recording License
836-5000-002，VCLog SoIP Screen Live Monitoring License
836-5001-001，SoIP Client Software
836-****-***，Product is not all listed out, please call for inquiry