VCLog • SoIP PC Recording

From “Call Center” to “Contact Center” – More Than Just a Name Change

The rise of omnichannel customer interactions has made desktop recording increasingly important. While traditional interactions were primarily voice-based, the development of new communication channels like instant messaging, social media, email, corporate blogs, video interactions, unified communications, and collaborative office tools has led to rapid growth in computer-based customer interactions. Recording these interaction processes has become crucial for modern contact centers.

Video-voice integrated customer interactions are also increasing. The adoption of new technologies like mobile apps, SIP video, and WebRTC has popularized video agents. With 5G network development and increased bandwidth enabling clearer video transmission, video-based value-added applications on 4K screens are proliferating. Voice agents, text agents, and video agents will complement each other long-term in contact centers, forming an omnichannel service system and completing the evolution from call centers to contact centers.

Edge Data Recording Allows Enterprises to Grasp More Critical Information

Omnichannel recording beyond PC screen capture. The SoIP super client can record voice, video, and screens from agents’ computer microphones, cameras, and displays. It also controls recording start/stop based on application status, softphone state, or network adapter packet types. SoIP captures the entire user computer operation process, including application usage, keyboard/mouse activity, and connection status of peripheral devices like USB drives or external hard disks. These logs are uploaded alongside recorded data files to a central server, where VCLog centrally stores, manages, queries, and analyzes the information.

Edge recording for IP physical phones. With the TX100(NR), SoIP also supports VoIP hard phone call recording. Many contact centers currently use IP physical phones. By connecting agent computers to IP phones via the TX100(NR), agent computers can capture call information and voice during phone-based customer service. Edge recording enhances SoIP’s data security and serves as a complement to centralized recording solutions. It also provides contact centers with a new heterogeneous, highly reliable recording alternative.

Cloud Agents and Home Agents Recording: Intelligent Real-Time Management of Every Customer Interaction Detail

SoIP supports recording for cloud communication channels such as cloud conferencing, cloud collaboration, and cloud live streaming. It adapts to heterogeneous scenarios including remote agents, local agents, and intelligent collaboration in contact centers. With robust screen/voice/video recording capabilities, SoIP comprehensively documents the entire service process of cloud agents. Through VoiceCyber’s VCBridge MediaAI Connect, it integrates captured voice, video, and screen data in real time with various AI engines, accelerating enterprises’ evolution toward intelligent cloud-based contact centers. SoIP-recorded media files can also be pushed to STT engines via VoiceCyber’s VCLog Advance to generate call transcripts and automated summaries, enabling synchronized playback of audio and video with subtitles to 100% reproduce agent service processes. Additionally, SoIP supplements VCInsight AI QM and VCInsider Analytics with recorded data, providing multidimensional insights for service quality management and analytics. This allows businesses to uncover issues in every detail of customer interactions, comprehensively understand customer experience, and continuously improve service quality through customer feedback.

The rise of home agents poses new management challenges for enterprises. SoIP offers an efficient solution for remote supervision. Beyond capturing microphone, camera, and screen data from home agents’ computers, SoIP collects operational details such as keyboard/mouse activity and network packets. Integrated with VoiceCyber’s VCBridge MediaAI Connect and VCDiscovery AI Supervisor, managers can monitor home agents’ working status in real time. The system automatically detects non-compliant operations, enabling precise interventions through notifications or restrictions, while providing immediate support when agents require assistance. These intelligent real-time management tools allow businesses to delve into the minutiae of customer interactions, rapidly identify operational issues, address potential risks proactively, and optimize business processes.

AI-Powered Edge Computing: SoIP Evolves with Enhanced Capabilities

SoIP embeds Large Language Models (LLMs) to significantly improve agent efficiency. Leveraging LLMs, SoIP converts captured voice data into real-time text and combines it with enterprise-specific knowledge bases to display precise response suggestions directly on agents’ PC screens. This empowers agents to address customer inquiries swiftly and accurately, thereby elevating overall service quality in contact centers. After calls, the system automatically generates interaction summaries. When the same customer calls again, previous summaries automatically pop up on the agent’s PC, enabling quick context retrieval and substantially boosting operational efficiency.

SoIP serves as the foundational backbone for intelligent applications. Its edge recording technology captures PC-side voice, video, screen content, and full user operation processes across multiple dimensions, enriching data diversity while supplementing and securing enterprise AI applications. This expands the scope of intelligent solutions in contact centers. SoIP also leverages edge computing capabilities to offload tasks like facial recognition and media codec to client devices, reducing server-side computational burdens. This robust infrastructure enables contact centers to deliver more efficient, higher-quality services, enhancing customer satisfaction and competitive advantage.

Rich and Convenient Toolbar Enhances Work Efficiency

One-click control for simplified operations. Beyond providing diverse recording controls and playback options, the feature-rich Toolbar offers user-centric one-click operations tailored for complex scenarios such as PCI-DSS 3.0 compliance, on-demand recording, and selective saving. This empowers users to autonomously choose specific call recordings to capture or retain, ensuring adherence to regulatory requirements or business needs.

Smart announcements to reduce agent workload. Agents can leverage predefined rules and conditions aligned with business scenarios to select pre-recorded voice files directly from the Toolbar. These files automatically play product guidelines or legal compliance notices to customers, eliminating human errors during manual announcements and minimizing operational risks. This feature not only relieves agents from repetitive tasks but also enables efficient one-to-many service models by freeing up their time and energy, significantly boosting productivity.

Seamless Integration with VCBridge Accelerates Intelligent Application Deployment

Enhanced intelligent experiences. By leveraging VCBridge’s real-time data transmission capabilities, SoIP rapidly integrates with voiceprint recognition or facial recognition AI engines to authenticate identities directly at the agent side. Agents can instantly verify speakers’ identities through voiceprint or facial authentication. Simultaneously, VCBridge streams voice data to STT engines, enabling intelligent assistance via a transparent subtitle overlay in the SoIP super client. This interface displays real-time speech-to-text transcripts and notification messages, empowering agents with contextual insights during customer interactions. AI-driven agent services significantly enhance workforce capabilities, improve service quality in contact centers, and elevate customer satisfaction.

Integrating VCDiscovery for Intelligent Management Solutions in Contact Centers

Contact centers require timely and accurate oversight of agent service quality. VoiceCyber’s VCDiscovery AI Supervisor System, working in tandem with SoIP, enables real-time monitoring, analysis, and interpretation of agent computer operations, video feeds, and screen content (text/images). This allows managers to visually track agents’ behavioral patterns and emotional expressions during customer interactions. The system empowers enterprises to promptly identify issues, intervene swiftly, and provide effective support, ensuring service excellence and operational compliance.

Integrating VCLog Recording System to Provide Multidimensional Data for VCInsight and VCInsider

SoIP centrally stores captured computer operation logs in the VCLog recording system, seamlessly integrating OCR technology to recognize window titles and extract text content from screen recordings. These extracted textual elements are stored alongside multimedia data. During VCLog playback, multidimensional log information can be fully reconstructed. This enriched dataset supplements VCInsight and VCInsider platforms, providing granular insights for service quality management and operational optimization.

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

The system supports all versions of Microsoft Windows and offers deep compatibility with major Linux distributions, including OpenEuler, Red Hat, SUSE, Ubuntu, Oracle Linux, and CentOS. As public and private cloud services accelerate their migration to Linux platforms, seamless compatibility with these Linux OSs has become a critical evaluation criterion for software selection.

Product Combination Provides Complete Solution

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

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

Supports high-availability cluster deployment, and the downtime of a single server will not lead to service interruption
Client video files can be uploaded to a NAS storage file or backed up by asynchronous archiving after uploading to a storage device

The single-terminal monitoring is less than 120 KBps bandwidth
The storage of screen recording files per hour is as low as 120MB
A single server supports 1,000 agent registrations and 500 concurrent recording
The running memory of the screen recording client is not more than 100 MB, and the CPU usage is not more than 10%

Support screen watermark function to prevent information leakage
Supports automatic verification and upload of screen recording data on the client
Client agent face authentication is supported to ensure data security
Client screen recording service and process daemon are supported to prevent misoperation from stopping services or terminating processes

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.

Related Product List

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