Record every interaction, transcribe every voiceRecord every interaction, transcribe every voice. The VCLog recording system completely and securely transcribes the voice and video of each interaction with the customer into a data file that can be played repeatedly, and pushes it to the AI engine after the call is over, transcribing it into the call text and automatically forming a summary. Under the premise of complying with the contact center business security regulations, 100% voice capture is guaranteed, that is, no record is lost. VCLog voice and video recording system can quickly and efficiently search for the recording file you want to query in thousands of call records through key call information and any keywords, providing a basis for the contact center to quickly resolve disputes, providing a means for terminating and reducing business risks, providing a channel for listening to the voice of customers and being close to the needs of customers, and providing a guarantee for the contact center to achieve KPI goals. |
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Capture 100% of calls and textsFull-time full call recording. Record every customer call, don’t miss every customer interaction data, and convert media data into visual text to ensure that you can intuitively see the whole process of customer interaction and the whole picture of contact center work. Automatic monitoring of alarms and data pre-processing technologies. Automatic monitoring and alarming can reduce downtime, so that customers can find problems with related devices in time, and help equipment managers warn and solve problems in a timely manner. The advanced data preprocessing technology effectively ensures that the original data is not lost during the network data transmission process, and the integrity of the data received by the VCLog recording system is effectively guaranteed, so as to ensure that the call data is not lost and the voice quality is good. |
IoT and edge recording solutions are now availableSolP super client records fifteen operating behaviors of the agent’s computer. SoIP super client can support the recording of various communication channels such as cloud communication, cloud collaboration, and cloud live broadcast. With the edge computing capability of the agent computer, it can accurately record the image of the computer screen, the image of the computer camera, the voice information of the computer sound card, and the media data of the computer network card, track and record the computer operation of the agent throughout the process, and store the captured media data files and computer operation logs in VCLog for unified management and query. SoIP’s built-in toolbar provides a rich interface, enabling agents to easily operate and display, built-in intelligent applications such as face and voiceprint verification, and also provides multi-dimensional data support for VCDiscovery AI Supervisor. MoIP provides a one-stop solution for enterprises to quickly deploy physical store recordings. As an innovative product independently developed by VoiceCyber, MoIP integrates multi-sound card recording technology, which not only supports 20 traditional analog audio inputs, but also is compatible with the Dante audio protocol of 64 high-definition IP networks, and supports up to 192KHz high-definition audio input. All recording files are stored in the VCLog system, which is convenient for unified management and query, and ensures efficient traceability and management of data. FAPs collect and manage IoT recordings. As contact centers gradually shift from on-premise deployment to cloud deployment, how to provide secure, stable and flexible recording solutions has become a core concern for customers. Based on cloud computing, VoiceCyber uses IoT devices and self-developed FAPs to obtain audio data directly from the phones or microphone terminals of key positions in the enterprise, and combines with the CTI or other interfaces of the cloud contact center to completely record every conversation, creating a secure and intelligent IoT recording solution for enterprises. In addition, VCLog provides a speaker separation function for mono recording files, which can split the roles of analog recordings and IoT mono recording files, and combines with the intelligent engine to achieve more accurate text analysis, thereby improving data availability. |
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Seamlessly integrate the new cloud-based communication system and record the interaction data completelyAs the migration of enterprise communications to the cloud accelerates, cloud-based collaboration platforms have become an unstoppable trend. VCLog seamlessly integrates with cloud-based communication systems (such as CCaaS and UCaaS). Under the trend of cloudification, the unified management of contact center and enterprise office recording data is not only a technology upgrade, but also the core driving force of enterprise digital transformation. VCLog has been rigorously tested for seamless integration with major UCaaS platforms (e.g., Microsoft Teams, Zoom) as well as CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, Zoom Contact Center). Through the flexible cloud recording data local storage management solution, VCLog effectively reduces the dependence on cloud resources, significantly reduces the high cost caused by long-term cloud storage of data, and helps enterprises achieve more efficient cost control. A secure and effective centralized management strategy for data is critical. The local storage management of cloud recording data files can help enterprises successfully avoid the instability factors and corresponding security risks that may occur in the process of network transmission or cloud services, effectively protect the privacy and independence of data, protect enterprise data from external threats, and ensure the authenticity of data. VCLog can not only securely synchronize cloud data to the local server, but also synchronously obtain call information and other key fields, providing multi-dimensional data for unified query management and listening for enterprises. VCLog’s flexible and secure local storage management function effectively protects the data assets of enterprises and provides solid data security guarantee for the stable operation and long-term development of enterprises. |
Built-in AI large model transcription capabilities94.7% highly accurate transcription. VCLog Advance is embedded with the model “OpenAI Whisper” with an accuracy rate of 94.7% (WER: word error rate of 5.3%). The model was trained on 680,000 hours of multilingual and multitask-supervised data collected from the web, and the large and diverse dataset improved robustness to accents, background noise, and technical language. With the powerful combination of VoiceCyber’s voice processing technology accumulated over more than 20 years and “OpenAI Whisper”, VCLog Advance has debugged a cost-effective transcription solution in both call recording and counter recording scenarios, so as to meet the basic transcription requirements of most enterprise customers. Secure on-premise deployment. The transcription engine adopts on-site deployment to avoid transmitting call data to the cloud for transcription, which can effectively ensure the security of customers’ private data and ensure that the data does not leave the enterprise intranet. Support in 100 languages. The engine not only supports Chinese Mandarin, Cantonese, Chinese and other transcriptions, but also supports transcription in up to 100 languages such as English, Japanese, Korean, Vietnamese, Thai, German, French, etc., and multi-language mixed voices can also be accurately recognized. |
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Embrace the AI engine and immerse yourself in the AI worldSupport for a wide range of AI capabilities. VCLog deeply integrates the cutting-edge AI technology ecosystem, not only has a built-in “OpenAI Whisper”, but also is compatible with more than 20 mainstream speech transcription engines such as Alibaba, Baidu, Google, iFLYTEK, Microsoft, etc. At the same time, VCLog has seamlessly integrated a variety of large language models (LLMs) such as Qwen, DeepSeek, and Llama to build a full-stack AI-enabled platform to form an efficient and intelligent solution matrix. Combined with the multi-dimensional data captured by VCLog, it provides strong technical and data support for the upgrade of multi-scenario intelligent applications, helping enterprises achieve intelligent transformation and innovation. Voiceprint authentication docking and display on SoIP super client. Combined with VCBridge, it can be connected to the voiceprint recognition engine, accept the voiceprint recognition result sent back by the engine, and display the voiceprint recognition authentication result through the toolbar of SolP super client, so that the agent can determine the identity of the speaker at the first time. Call summaries are automatically generated. At the end of a phone call, the VCLog recording system will automatically generate a standardized call summary, significantly improving agent productivity and allowing them to quickly focus on more high-value tasks. When a customer calls again, the new agent can obtain a complete call summary record of the previous round of communication in real time, quickly locate the customer’s core demands, and avoid repeated communication. In addition, through VCLog’s open API interface, call summaries can be synchronized to the CRM system with one click, and automatically embedded in the service quality inspection system, helping enterprises accurately focus on customer pain points and continuously improve customer satisfaction. Voice, picture and subtitle synchronization technology to visualize customer interaction. The voice recording file is accompanied by the transcribed text, combined with the screen or video image synchronous playback, forming a perfect multimedia audio-visual effect, which not only helps enterprise managers to better grasp the key information, but also helps them quickly understand and digest the important content, so that the enterprise can keenly obtain the real needs of more customers, thereby significantly improving customer insight. In addition, this multimedia effect of synchronized sound and picture subtitles also plays an important role in training and quality control. The interactive video and audio bring an immersive feeling to the agents, greatly improve their enthusiasm to participate in the training, and also make the originally boring quality inspection work vivid and interesting, effectively help the quality inspectors avoid omissions and greatly improve work efficiency. |
Intelligent data migration and management empowers enterprises to protect and enhance the value of their data assetsIn the face of the historical recording data management problems brought about by the upgrade of the system communication platform, VCMigrate provides a professional solution. The product not only supports the migration of recording data between different versions of VCLog, but also realizes the smooth migration of data from third-party recording systems to the VCLog platform, including the automatic conversion of the voice coding format of recording files. The migrated data can be directly connected to the Whisper engine for text transcription, realizing in-depth mining of data value.
This solution not only solves the problem of historical data, but also builds a future-oriented intelligent data management platform for enterprises, helping enterprises maintain a competitive advantage in the wave of digital transformation. |
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Fishing for “true”, marking and classification, bookmark positioningAutomatic Marking (Tag) classifies recording files. After the speech data is converted into visual text through STT technology, the semantic analysis of the preset label logic is carried out in combination with LLMs (large language model), and key information such as call reason, business type, and customer satisfaction is automatically identified and classified. The marked data can be seamlessly integrated with VCInsider and VCInsight, supporting in-depth text analysis and quality inspection. At the same time, the system supports accurate search and playback of recording files based on any keyword, so as to achieve efficient positioning and value mining in massive data, and truly “find a needle in a haystack”. Bookmark management. When listening to voice recordings, inserting bookmarks can make it more convenient for users to retrieve relevant content through bookmarks, and improve the retrieval efficiency through bookmark query afterwards. For lengthy recordings, bookmarks can help users quickly locate specific time points and avoid dragging back and forth in long recordings; Users can set bookmarks in key business divergence paragraphs, so that they can quickly review them later, pinpoint problems, and give efficient feedback. Find what you really need. Through the rich query function of VCLog recording system, managers can quickly filter out the required content from thousands of interactive information, and discover the whole truth of the incident in time with the help of the integrated playback of recording, screen recording, and video recording. |
Protecting your data is protecting your interestsTransmission Security The VCLog recording system ensures that the client and the recording server use HTTPS communication, and the file upload and archive can support the SFTP protocol to ensure data transmission security. Data Security VCLog recording system ensures that sensitive data is encrypted and stored in the database with AES128 encryption, and complies with the information security standard of the financial payment industry (PCI-DSS 3.0) to meet the compliance objectives of regulatory requirements. At the same time, VCLog also provides a desensitization function for sensitive information in the text analysis results returned by the intelligent engine to ensure the security of the entire data lifecycle. VCLog recording system uses AES256 encryption algorithm to record, compress, encrypt and store each call record to ensure the security of customer interaction data in an all-round way. It also has the integrity check function of the file to meet the requirements of the regulations and ensure that the authenticity of the file is not tampered with, so as to prevent the recording file from being used maliciously. Traceability of operations VCLog recording system satisfies complete audit trails and records, and complete audit logs can be used to locate the cause of problems and divide accident responsibilities in security incidents. User operation information is recorded in the audit log, which can quickly locate whether the system has been subjected to malicious operations and attacks. |
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A single server supports up to 4,000 channelsWith the introduction of AI applications into all aspects of contact centers by large enterprises, the increasing regulatory requirements of regulators for outbound calls to contact centers, and the continuous need for enterprises to reduce server costs and increase carbon emissions, the concurrency density of recording systems has become an important consideration when choosing a solution. The VCLog recording system supports up to 4,000 channels of concurrent recording on a single server, providing a guarantee for the support of high-density systems in large enterprises. |
Linux and Windows Operating Systems are Supported to Better Meet the Requirements of Unified Operation and MaintenanceThe 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. |
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Product Combination Provides Complete SolutionVCLog is one of the intelligent customer experience management product series. Products such as SoIP、MoIP、FAPs、VCMigrate、VCBridge、VCDiscovery、VCBot、VCInsider、VCInsight、VCCare, 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. |
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Efficient retrieval playback Quick search for keywords, tags, and bookmarks Unified interface for voice, video, and screen recording files to search and playback Open Source STT and mainstream speech-to-text AI engine are supported Custom metadata tagging enable efficient and filter search Standard RESTful APIs can better integrate with business systems and quick search |
Excellent integration of new technologies SIPREC protocol is supported Integrated OTP to effectively enhance account security Use file integrity verification to enhance file security and compliance, and enhance the effective value of recording It supports the mainstream S3 object storage protocol in the financial field and supports the multi-database active/standby high-availability architecture |
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| High density, high concurrency A single server can support up to 4,000 target channels and 2,000 concurrent channels A single system can centralized manage up to 100 recording servers A single system supports a maximum of 400,000Ch target and 200,000Ch concurrent recordings |
High availability Support disaster recovery architecture and data synchronization Different structure HA and different recording methods are supported to ensure high data availability It supports multiple high-availability architectures such as 1+1, N+1, and N+M, and the recording stability can reach 99.99% |
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Rich recording methods
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A complete product series that provides the possibility for sustainable developmentWe 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.
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CX using AI to improve customer satisfaction, EX using AI to improve employee valueWe 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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Related Product List 836-0001-002，VCLog Standard Package (Windows) |