Contact Center Cloud Call Recording — FAPs

Cloud communication innovates the IoT device recording solutions

With the upgrading and development of communication technology, modern contact centers have gradually entered the era of cloud intelligence, and the interactive integration of cloud and terminal has become important trend. How to provide safe, stable and flexible recording solutions has become a problem that customers are more concerned about. VoiceCyber’s innovative IoT device recording solution uses the new FAPs series to collect and manage the recording files of IoT devices, it provides a new choice for users on various recording methods.

Record every service content of the enterprise. Modern enterprises need to record not only every customer interaction in the contact center, but also the service content in other important scenarios. FAPs can integrate a variety of new IoT devices, such as telephones at enterprise outlets, microphones at store counters, smart badges worn by service personnel, and recording pens, into existing systems for unified management, and integrate with contact centers to provide users with IoT solutions for customer interaction management in the new era.

A Recording Solution with IoT Devices for a Variety of Communication Platforms

Recording localization is suitable for various cloud communication platforms. Without relying on the recording and storage of the cloud communication platform, and without being limited by the data encryption of the cloud communication platform, FAPs can directly obtain the audio data that needs to be recorded from the IoT device and manage it locally. Localize the recording method adapts to various cloud communication platforms, fully ensuring enterprise data security and user privacy. In addition, FAPs can also be combined with the interface provided by the cloud communication platform to supplement recording data, providing users with a new choice for recording solutions.

Centralized management of recording on a distributed
communication platform. From 1 phone to 40,000 phones, from 1 branch to 5,000 branches, FAPs can add the company’s scattered phones anytime and anywhere on demand, quickly and efficiently build a star recording network for enterprises, realize centralized recording management, help enterprises effectively control costs, and meet the needs of enterprises for compliant call recording management.

Plug and play, convenient and fast. Whether the enterprise is using an IP phone or an analog phone, there is no need to abandon or transform the original telephone line, nor do you need to change the phone number, just use a special recording phone to replace the original phone, plug and play, simple deployment, users can operate according to the instruction manual.

The Migration of Communication to the Cloud Makes it Particularly Important for Recording to be Managed Locally

Ensure the integrity and authenticity of the recordings. VoiceCyber’s IoT solution directly obtains the audio data that needs to be recorded from the phone, which is different from the traditional way that the recording system needs to obtain data from the cloud, and stores the recording data in the local server of the enterprise, which ensures the privacy and independence of the data, and is suitable for scenarios with high requirements for data security. In addition, by collecting data directly from the source of the phone, the instability and corresponding security risks in the data transmission process are successfully avoided, and the authenticity of the data is guaranteed, providing users with a more secure, stable and flexible recording solution.

IoT to AIoT, AI applications can follow business development. With the lightweight of AI models, more and more enterprises that have migrated to the cloud have chosen to deploy AI applications on-premise due to data security, user privacy, and business privatization. Enterprises can quickly call local recording files to connect with AI, and conduct vertical AI training based on their own industry characteristics and business scenarios, so that AI applications can keep up with the business development of enterprises and help enterprises give full play to the true competitiveness of their own data.

Build an Ecosystem and Integrate More IoT Devices into FAPs

Build a new IoT ecosystem to cover key enterprise scenarios. VoiceCyber’s contact center cloud call recording solution is extended with compatibility and scalability, not only supporting multiple major brands of recording phones, such as Alcatel, Grandstream, Yealink, etc., but also compatible with smart microphones, so as to meet more different recording scenarios and needs. Enterprises can choose the most suitable recording equipment according to their actual needs, without the need for large-scale replacement or upgrade of the entire recording system, providing enterprises with more diverse and personalized flexible choices.

Insist on innovation and cooperation. By working closely with more phone manufacturers, VoiceCyber can work with partners to build a much more perfect solution. Through the interconnection with other smart devices and systems, our contact center cloud-based recording solution can be better integrated into the overall business process of the enterprise, achieve more efficient and intelligent operations, and meet the needs of enterprises in different scenarios. We will continue to insist on better innovation and cooperation, and continue to integrate more IoT devices into FAPs solutions to bring unprecedented experience to enterprises.

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

Empower the contact center with strong analytical capability. FAPs 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 analytics 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 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

FAPs is one of the intelligent customer experience management product series. Products such as VCLog, ICCM, IVOC, VCLog BI, etc. can form a complete and flexible intelligent customer experience management solution. Each product from the combination can also be used in standalone 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.

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.

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