Contact Center Intelligence Quality Inspection
ICCM & ACCM is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, IBAE, Teleopti WFM, SoIP, MoIP, IMAM, IDHA, etc. can form a complete and flexible intelligent customer experience management solution.
Smarter Service Quality Management, Better Customer Service Experience
Record and Evaluate Each Interaction Between Agents and Customers
Standardized service for various channels. Record communication and interaction with customers through telephone, email, instant messaging, and social media. This promotes the consistency of service and maintains a high level of service quality.
Security compliance from various data source. While recording the interaction with customers, ICCM meets the requirements of data encryption, data storage security and the regulatory requirements of data management at its best. Under the premise of using PCI DSS feature on VoiceCyber recording system VCLog, ICCM will not record any sensitive information of customers. While protecting the privacy of customers, the system will not break the integrity of recordings or destroy any valuable data.
Promote Key Performance Indicators (KPI)
Get results immediately through scoring tools. First contact success rate, customer satisfaction, sales success rate, service script and execution rate can be obtained immediately through the pre-set evaluation report library. We also provide report customization services to meet your special business needs.
Create flexible customization on reports and dashboards. Focus on the business diversity and process differentiation of the contact center to create an overall statistical report matching with specific objectives and business processes.
Improves service quality from customer’s voice. The customer feedback mechanism is integrated into ICCM after each call, which can be retrieved and viewed during playback as well as being a reference for service quality evaluation. At the same time, it can track the customer behaviour, analyses the behaviour patterns to further understand customer requirements and improve the service quality based on the analysis.
Provide on-demand analysis. Combined with VCLog to dynamically monitor the call situation. This includes live monitoring on the operation of the agent screen and obtaining instant feedback of the agent. Ultimately, provides the required KPI (Key Performance Indicators) to business owner.
View From a Higher Perspective
Fully understand the customer experience. Combine with audio, video and screen recording, quality score, survey results, workforce management and voice or text analysis results to realize a more intelligent and comprehensive grasp of customer interaction quality.
Quick mine on the details from the services. Use configured or customized tagging, service keywords and other conditions to search efficiently. Quickly screen from huge volume of customer interaction data, and accurately find the multi-source data to be examined for service efficiency improvement. By using the feature of data mining and data analysis, we can actively and comprehensively analyse the massive data at both macro and micro levels. Furthermore, it rapidly finds out the problems and rules in operation services, strengthens the ability of business analysis and prediction, and quickly mine into the finest details.
Service quality assurance driven by analysis. Seamless integration of quality management, decision analysis, advanced reports and other tools. Refining data to form easy-to-understand reports and graphs for administrators to determine accordingly. By forecasting the demand, we can optimize the business process and carry out appropriate development, distribution and management of resources. Finally, in order to achieve balance between quality and quantity, which also means focusing on the correct conversation while using the least resources to meet customer requirements, and thus obtain greater benefits.
Improve Employee Engagement
Achieve timely feedback cycle. Business performance evaluation is conducted by monitoring call and screen operation of agents in real-time through VCLog while ICCM evaluates the call service quality and provide instant feedback to agents. With the help of reference case library, the best practical case can be shared to agents in one click, thus helping the rapid growth of agents’ services by improving their skill level and service proficiency.
Encourage agents through healthy competition. Adopt the built-in game incentive mechanism. Create a scoring benchmark, set a target value and display the winning list to encourage healthy competition among agents. Reward agents with positive behaviour and promote their skill growth with an honourable reward mechanism such as badge incentive.
Making Robots Humanized
Further enhance the service experience of speech robots. In the field of contact centers, intelligent speech robots have remodelled the service mode of contact centers with the help of artificial intelligence. This has also increased the popularity and growth of speech robots in various industries. Communication and chat with voice robots have gradually been accepted by general public, causing the service experience of voice robots to be increasingly important.
ICCM is applied to the quality inspection of speech robot. It helps contact center to evaluate the service quality, analyses the service content and customer feedback of the speech robot agents. In addition, grasps the customer’s insensitivity and satisfaction towards robot service experience while helping to recognize robot’s inhumanity. This ultimately assist in revise and improve the robot customer service experience.
User-friendly Quality Management
Create a centralized command center. The required evaluation tools (VCLog, ICCM, VCLog BI) are displayed in a centralized mode and can be switched seamlessly. Voice, video and screen recording files can be accessed and evaluation report can be viewed under a centralized interface. We also provide flexible design, allowing users to customize the dashboard for displaying the most important information according to their needs.
Simplified report. Recordings can be exported in batches with a few clicks, and key quality management reports can be automatically created and customized. The relevant report is used to inspect the quality management data, which is combined with workforce management and analysis data to obtain a more comprehensive view. As a result, this effectively improves agent work service quality and optimizes service process.
Automatic monitoring on system failure. Provide instant message notification, checking and handle potential errors in advance which greatly reduce system downtime.
VCLog BI Business Intelligence, Help to Build a Modern Contact Center
Empower the contact center with strong analytical capability. ICCM 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.
