Contact Center Voice and Video Recording
VCLog is one of the intelligent customer experience management product series. Products such as VCLog BI, ICCM, IBAE, Teleopti WFM, SoIP, MoIP, IMAM, IDHA, etc. can form a complete and flexible intelligent customer experience management solution.
Record Every Voice, Every Interaction
Record every conversation. VCLog records complete and secured voice conversation for every interaction and allow user repeatable playback recording files. VCLog able to ensure a 100% of voice capturing and forward the recorded recordings to ASR engine while complying the contact center business security regulations so that no recording is lost.
VCLog provides quick search feature for the wanted recording file through key call information or other related business information from thousands of recording files. This product provides evidence for every dispute, provides solution for potential business risk, provides channel to listen to customer for their needs, and provides guarantee for contact center to hit KPI.
Capture 100% of Conversation
Full time all conversation recording. Records every customer conversation without missing any customer interaction data. This ensures you to intuitively see the whole process of customer interaction and the whole picture of contact center work.
Automatic alarm monitoring and data pre-processing technology. Automatic alarm monitoring reduces downtime and enable customer to discover the device issue in time. This gives device administrator an early warning to solve the device issue. Advanced data pre-processing technology can effectively ensure that the original data is not lost in the process of network data transmission. Furthermore, guarantee the data integrity received by VCLog recording system so as to ensure that no call data is lost, and the sound quality is good.
Powerful yet Flexible Search Engine
System automatically organizes and categorizes recording files. By connecting keywords or speech recognition engine, the system can automatically tag and categorize recording files according to the pre-setting on keywords or text logic. The connection with speech recognition engine also enables the system to transcript all voice into text. Moreover, search and playback the correct recording file from thousands of interaction recordings through specific text information.
Find the needed one. Through the rich searching features of VCLog, administrator can quickly search for the needed content from thousands of recordings. With the fusion playback of audio, screen and video recording, it helps to disclose the truth of the incident in time.
Secure Data Protection
Data security. Sensitive data is encrypted and save into database using AES 128 algorithm. Payment card industry data security standard (PCI-DSS 3.0) is meet and comply the compliance goal of regulatory requirement. Recording file will not contain sensitive information of customer.
Transmission security. All communications between client and server are encrypted using mainstream HTTPS and TLS1.2 based encryption methods. SFTP is optional for file uploading and archiving to ensure data security.
User security. User hierarchy and user permission is used to restrict the live monitoring and playback of every recording which prevents the intrusion of eavesdropper and ultimately achieve the system security requirement. In addition, Bcrypt algorithm is used to ensure user security incorporating with salt encryption method.
File security. The AES256 encryption algorithm is used to record, compress, encrypt and store each call recording, thus ensuring the security of customer interaction data in all directions.
File authenticity. Inserting necessary digital information into voice files, watermark information into video files such as screen recording file and etc. This ensures the authenticity in the transmission process of voice or video files and proves that following principles can be effectively implemented while avoiding legal risk.
High Density System, Single Server Supports up to 4000 Channels
Since big corporation are applying artificial intelligence into contact centers and the compliance requirement and carbon emission reduction awareness are increasing, high density with low cost of recording solution had been an important factor in choosing a contact center solution. VCLog released a system to support up to 3000 channels of concurrent recordings in a single server to provide possibility and support for corporations.
Support Linux and Windows OS, Better Fulfill Maintenance Requirements
Besides from supporting various versions of the Microsoft Windows OS, VCLog also support other Linux OS with x86 architecture system such as CentOS, Euler, OpenEuler, Redhat, SUSE, ubuntu and UOS; and Linux OS with arm architecture system such as OpenEuler and UOS. Above mentioned Linux OS will be an important consideration since public cloud and private cloud of software are slowly migrating to Linux OS.
VCLog BI Business Intelligence, Help to Build a Modern Contact Center
Empower the contact center with strong analytical capability. VCLog 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.
Product Combination Provides Complete Solution
VCLog is one of the intelligent customer experience management product series. Products such as VCLog BI, ICCM, IBAE, Calabrio WFM, SoIP, MoIP, IMAM, IDHA, etc. can form a complete and flexible intelligent customer experience management solution. Each product from the combination can also be used in standalone mode 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.
