Intelligence Migration, Audit and Maintenance
IMAM is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, IBAE, Teleopti WFM, SoIP, MoIP, IMAM, etc. can form a complete and flexible intelligent customer experience management solution.
Improve System Management Efficiency
Intelligent management of customer interaction. This involves voice, video and screen recording, quality inspection, scheduling, reports, data and documents, etc. The design goal of IMAM ensure that every customer interaction is recorded, stored, saved, migrated, audited, etc.
Intelligence is the way to provide high efficiency. When a customer interaction recording cannot be searched and playback normally, user will contact IT personnel immediately. Therefore, it is important to intelligently locate the problem, make reasonable conclusions, or provide an alternative solution. All these will require intelligence methods which means as it is extremely urgent to upgrade the existing inefficient cycle.
Forming a Closed-loop Life Cycle to Meet Customer Requirements
CI-CD-CO forms a closed loop. Contact center is a complex information system, which involves various IT subsystems. IMAM focuses on subsystems related to intelligent management of customer interaction, covering the whole life cycle of CI-CD-CO system management. CI-CD-CO stands for the closed loop of Continuous Integration (CI), Continuous Deployment (CD) and Continuous Operation (CO). The first M (Migration) in IMAM is a Continuous Integration subset, which helps customers migrate data and files as well as meeting the integration requirements of customers (constantly changing according to business needs), historical data and file reuse. The A (Audit) and the second M (Maintenance) in IMAM are subsets of Continuous Deployment and Continuous Operation, which audit the operation data of each subsystem, perform cross-audit, carry out maintenance and record maintenance according to the results.
Meet the complex requirements and multi-scenarios of “customer interaction intelligent management”. Provides a fully autonomous and controllable IMAM platform for intelligent data migration, audit and maintenance. Furthermore, gradually realize automatic, data-based and intelligent IT operations in “customer interaction intelligent management”.
VCLog BI Business Intelligence, Help to Build a Modern Contact Center
Empower the contact center with strong analytical capability. IMAM 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.