VCLog Micphone Recording

Record Each Interaction Across the Counters in Physical Store

Record each interaction across the counters in physical store. When company is providing services or promoting their products to customer through physical stores, the combination of MoIP, SoIP and VCLog record the voice and video of each interaction between counter representative and customer. Besides that, it also records customer interaction based on computer desktop. VCLog provides quick and efficient search feature to locate the voice, video and screen recording files from thousands of recording by searching through customer identify information and other related service information. Ultimately, this provides a basis support for contact centers to quickly resolve disputes, a method to mitigate business risks, a channel to listen to customers’ needs, and also a guarantee for physical stores to achieve KPI targets.

Multi-dimensional Data Capture to Fully Meet the Needs of Enterprises in Different Scenarios

The diversity and richness of data sources allow enterprises to collect, integrate and analyze data from multiple angles and levels, help enterprises better understand the market, customers, competitors and their own operations, accurately restore and analyze the service process, understand customer complaints or disputes, and provide effective solutions. This not only helps to improve customer satisfaction, but also helps to maintain the reputation of the business. VoiceCyber offers a variety of product portfolios to meet the various needs of customers according to different scenarios.

Sound card HD audio capture. The integrated multi-sound card recording system MoIP is an innovative product based on sound card recording independently developed by VoiceCyber, which can not only support 20 traditional analog audio inputs, but also support 64 channels of Dante audio protocol of high-definition IP network. For the high-definition IP network audio protocol, MoIP can support up to 192KHz audio input, and compared with traditional analog audio, high-definition IP network audio does not need complex wiring, and there is no problem of long-distance audio transmission, which provides convenience for enterprises to quickly deploy physical store recording equipment.

Screen data capture. Modern enterprises not only need to record the customer service of physical stores, but also need to record or screen record the entire service process, SoIP records every customer interaction process of physical stores in a multi-dimensional way, and voice interaction, screen operation, and video interaction are recorded at the same time. Don’t miss any process of agent interaction with customers, and ensure that you can intuitively see the behavior track and emotional performance of agents and customers in the interaction process.

Microphone audio intelligent noise cancellation. The effect of the implementation of artificial intelligence technology is highly correlated with the quality of the original sound, and noise has become the natural enemy of the recognition rate of artificial intelligence engines. VoiceCyber provides FAPs + smart microphone solutions, which can effectively suppress background noise or irrelevant sounds when recording the voices of service staff and customers in physical stores in noisy environments, and support speaker separation, with artificial intelligence engine, so that enterprise data has more value that can be mined.

Connect contact center and physical stores

Connect and anticipate customer needs. When a customer walks into a physical store and sits at the counter, the screen can already see a summary of the customer’s interaction with the contact center a few days ago, helping the teller better grasp the context of customer interaction and provide better service. When a customer contacts an agent for service, the agent receives a forecast of the customer’s needs, which drives the contact center to be more effective.

Physical stores and contact center integration. At the same time, enterprises can also use VoiceCyber’s VCInsight contact center data insights to conduct in-depth mining and automatic cluster analysis of these large amounts of structured data, fully understand the hot spots and real needs of customers, help enterprises build a comprehensive customer portrait, and provide customers with more accurate and efficient services.

AI Empowers Enterprises to Better Understand Service Quality

Incorporate artificial intelligence to better serve your customers. FAPs, SoIP and MoIP can capture diversified data while forwarding it to various artificial intelligence engines in real time through VoiceCyber’s VCBridge contact center intelligent bridge system, providing a data foundation for intelligent applications such as speech recognition, voiceprint recognition, emotion recognition, and keyword recognition. It can also cooperate with VCInsight to perform voice transcription, intelligent analysis, and automatic annotation of massive audio data files, and the powerful AI algorithm is not only voice transcription, but also uses advanced acoustic algorithms to evaluate the speed, volume, pitch and other factors of speech to capture the caller’s emotions, and more intelligent service management means to help enterprises provide customers with better services and enhance their core competitiveness.

Linux and Windows Operating Systems are Supported to Better Meet the Requirements of Unified Operation and Maintenance

In addition to supporting various versions of Microsoft Windows operating systems, it also supports mainstream Linux operating systems such as CentOS, Redhat, SUSE, Ubuntu, and Oracle. As more public and private cloud services for software migrate to Linux operating system platforms, compatibility with the aforementioned Linux operating system platforms will become a priority consideration when selecting software.

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

Empower the contact center with strong analytical capability. MoIP 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.

Flexible product portfolio

High-security architecture

FAPs & SoIP & MoIP meet different recording scenarios
Combined with VCLog Advance, it can quickly connect with intelligent applications
The centralized management platform manages voice, video and screen recording files at the same time
Provide a centralized and open API interface to flexibly integrate third-party business systems

Transmission security, Files are uploaded using SFTP
Permission security, Provides permission management for different levels and personnel
Data security, Sensitive data is encrypted and stored in the database, and the recording file supports AES256 Encryption and integrity checking
User Security, Use Microsoft generic reminders such as password length, time, and change Security policies to manage

Product Combination Provides Complete Solution

MoIP is one of the intelligent customer experience management product series. Products such as VCLog, FAPs, SoIP, IBAE, VCDiscovery, VCInsight, VCInsider, 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.

CX using AI to improve customer satisfaction, EX using AI to improve employee value

We are good at summarizing and discovering the co-promotion point from the project, which is the innovation point that the customer and we are eager to achieve, and this innovation is not a slogan, but to abandon the old thinking and do it. From now on, we will focus on CX and EX respectively, provide a better software portfolio for customers to choose from, meet the different needs of customers in CX and EX, and help our customers create higher satisfaction and higher employee value.

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