VCInsider Data Analytics

Intelligent data insights drive enterprise service upgrades

A full-link enterprise development support system based on customer feedback. VCInsider takes customer feedback as the core and builds a full-link support system for enterprise development. By comprehensively collecting customers’ evaluations of product quality, price, appearance, function and service, and conducting in-depth sorting and analysis of data, we can help enterprises accurately gain insight into customer needs, behaviors and attitudes, and then formulate correct product development, market positioning and service improvement strategies to achieve product and service optimization and upgrading.

Customer loyalty building and market expansion support under data empowerment. By establishing an instant response mechanism to customer feedback, accurately capture the pain points of customers’ needs, build a hierarchical loyalty program on this basis, and deeply activate customers’ willingness to repurchase through incentive forms such as point system, exclusive rights and interests, and personalized services, and promote the upgrade of short-term transactions to long-term value. VCInsider can also track the service quality of agents, and make correct evaluations of sales indicators such as sales and number of customers, deeply explore potential business opportunities, improve sales conversion rate, and provide solid data support for enterprises to explore new markets and new business directions.

Omni-media and omni-channel data recording and analysis

Multi-dimensional data to build an intelligent data analysis system. Relying on AI and big data, VCInsider integrates data classification engine, correlation analysis model and real-time early warning module to analyze the multiple customer interaction data captured by VCLog, SoIP, MoIP, and FAPs in all dimensions, automatically completes cleaning, labeling, and behavior clustering, accurately identifies problems and needs, builds a panoramic view of the customer journey to track experience pain points and satisfaction trends, transforms insights into product, service, and marketing decision-making basis, and realizes the transformation of intelligent services from passive to active. Increase customer lifetime value.

Multi-dimensional data synchronization provides support for business decision-making. VCInsider has a built-in intelligent data integration engine, which can automatically synchronize all media data after VCLog structured processing, including call recording, text information, video images, call summary, call intent, business type recognition, and customer satisfaction evaluation and other core data assets into the system, and can conduct multi-dimensional secondary analysis based on the preset label system. Through automatic data cleaning and intelligent correlation analysis, we can deeply explore customer behavior patterns, service hotspots and potential risks, and provide accurate data insight support for business decisions.

Accurate risk identification to ensure the security of your data

As the core component of the CX (Customer Experience) solution, VCInsider is supported by VCLog’s full session records and VCDiscovery’s real-time interaction data, and relies on proprietary algorithm models to analyze and classify multi-source data to accurately extract call location, content characteristics, risk levels, and customer association information. The system has a built-in dynamic compliance engine, which can intelligently identify high-risk calls and automatically desensitize sensitive information according to predefined regulatory policies (such as the PCI DSS compliance module), ensuring data integrity and compliance on the premise of ensuring customer privacy and security. Traceable compliance records and multi-dimensional analysis capabilities can meet strict data protection requirements and help enterprises build a safe and controllable intelligent service ecosystem.

From “Hearing” to “Foreseeing”

Hear the voice of the customer, VCInsider enables the voice of the customer to be heard, which includes the extensive collection of customer opinions and suggestions, and the presentation of these voices in the form of data. Enterprises use a variety of channels to collect the voice of the customer, including their own channels, public domain channels, and social media, and they also need to clean, deduplicate, and classify data to ensure data accuracy and usability.

Understanding customer needs, VCInsider enables businesses to understand customer needs, which includes in-depth analysis and understanding of the needs, attitudes and suggestions expressed in customer feedback. Through data analysis and mining techniques, such as text analysis and large language models (LLMs), enterprises can convert customer feedback into quantifiable data and establish hierarchical classification models of customer needs to gain a deeper understanding of customer needs.

Focusing on customers’ pain points, VCInsider enables enterprises to focus on customers’ pain points and find out the problems and difficulties encountered by customers in the process of using products or services. Through data analysis and mining techniques, such as sentiment analysis and text analysis, enterprises conduct in-depth analysis of customer feedback, find problems encountered by customers in the process of using products or services, and take corresponding measures to solve these problems.

Anticipate customer needs, VCInsider enables companies to anticipate customer needs, i.e. predict future customer needs and behaviors by analyzing historical data and market trends. Through data analysis and mining techniques, such as predictive models and time series analysis, enterprises conduct in-depth analysis of customer feedback and behavior to predict customer needs and behaviors in the future, so as to better meet customer needs.

Responding to customer needs, VCInsider enables enterprises to respond to customer needs in a timely manner, that is, through rapid response and efficient communication, solve customer problems and improve customer satisfaction. The company has established a sound customer service system and process, including rapid response mechanism, problem handling process and customer satisfaction survey, etc., to quickly respond to customer needs and improve customer satisfaction.

Intelligent Data Extraction Matrix

Pinpoint target data. VCInsider innovatively constructs an intelligent data extraction matrix, draws on the two-dimensional analysis model of the e-commerce intelligent recommendation mechanism, constructs a dynamic classification system with the model as the horizontal axis, and establishes the analysis coordinates with data genes such as business attributes and interaction characteristics as the vertical axis. Through this multi-level intelligent classification architecture, the system can automatically filter and correlate the full data synchronized by VCLog, and accurately locate the data chain of customers’ core needs. This data value mining model effectively breaks through the bottleneck of traditional retrieval efficiency, significantly improves the efficiency of data application, and provides real-time dynamic support for business decision-making.

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

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