Human Resource Optimization Solution (WFO)

Since its establishment in 2001, VoiceCyber Co., Ltd. has dedicated itself to providing the best human resources optimization solutions (WFO) for contact centers. The company has branch offices in Beijing, Guangzhou, Shenzhen, Chengdu, and Wuhan, and headquarter Shanghai, and has established sales networks all over the world including Hong Kong, Tokyo, and Kuala Lumpur (VoiceCyber SEA Sdn Bhd).

VoiceCyber possesses strong independent research and development capabilities. It has set up R&D centers in Shanghai, Beijing, and Chengdu. The independently researched and developed Human Resource Optimization Solution (WFO) was listed in the Gartner Magic Quadrant Market Research for Human Resource Management as early as 2015. In order to help its clients succeed in the Era of Big Data, VoiceCyber has adopted advanced artificial intelligence technology and has helped clients improve operational efficiency, reduce operational risks, and increase customer loyalty and profitability.

 

Human Resources Optimization Solution (WFO) section

Call Center Voice and Video Recording – VCLog recording system provides mirroring and conference mode recording. A single recording server supports up to 1000 user registrations and 500 concurrent recording lines. It is mainly used in large and medium-sized call centers. VoiceCyber’s recording system is highly integrable, energy efficient, and easy to install and maintain. A “software-only” approach facilitates easy system expansion and good upgradeability; clients only need to add recording servers and licenses, minimizing their investment.

Call center Screen Recording and Monitoring – Offers complete and consistent screen video recording; accurately captures user operations. Provides video positioning playback and visualizes employee operating behavior. Recordings have legal effect and can provide valid evidence for commercial disputes and behavioral processes. Monitor and examine behavior trends in real-time.

Call Center Smart QC – Convert unstructured recording data into structured text data, real-time and offline. Perform automatic quality inspection and reduce QI costs. Our AI engine supports text analysis, data mining, compliance inspection, risk warning, trend analysis, and entrepreneurial discovery.

Call Center Business Intelligence -A self-service data analysis platform for contact centers and their performance indicators. Offers support for multi-source and multi-type data association analysis, table-to-table field correlation, data visualization, reports, subscription distribution, etc.

Call Center Artificial Intelligence – Utilizes mainstream artificial intelligence engine technologies on the market. VCLog provides a series of artificial intelligence application capabilities such as voice recognition and voiceprint authentication. Combine artificial intelligence capabilities with VCLog systems to improve your business.

Call Center Scheduling Management – Combines Teleopti WFM Workforce Resource Management and provides scientific scheduling and forecasting software for businesses such as contact centers and retail and back-office processing.