Provide Intelligent Management Method for Supervisor
The omni-channel intelligent contact center has gradually entered the cloud era, which brings more challenges to the monitoring and management of supervisors. In recent years, as more and more contact centers have been migrated to the cloud, some of the agents who originally sat in the field of vision of the squad leader have been scattered in all corners of the city, and the supervisors, who used to manage calmly with a clear overview, have now become disoriented in a state of uncertainty like blind boxes. How to deal with such changes and use effective technical means to make the supervisors back to a state of calm and clear management. The VCDiscovery AI Supervisor (Formerly IDHA) system provides the possibility to achieve this goal. |
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The Supervisor Visually Manages the Video and Text AgentsThe use of tools such as SIP-Video, Wechat, Zoom, Teams, etc. has become the new normal. These collaboration platforms increase productivity and provide new touchpoints of contact that enable agents to easily chat with partners and customers, share documents, and display files and images on screen. However, they also pose potential legal, privacy and compliance risks if not regulated properly. How to enable supervisor to effectively supervise and manage the real-time working status of these new contact agents, VCDiscovery AI Supervisor system provides the possibility to achieve this goal. |
The seating squad leader went from not being able to hear and to seeThe communication process and computer operation process of the text agent should be seen by the agent in real time. Different from the management of voice agents, the number of channels that the squad leader can monitor in real time is very limited, and one-to-many real-time monitoring cannot be realized. However, the text agent is different, the agent squad leader can see the real-time working status of the text agent with the assistance of intelligent technology, and the VCDiscovery AI Supervisor system provides the possibility to achieve this goal. Upgrade from single-channel monitoring to multi-screen simultaneous monitoring. When STT empowers VCLog and VCBridge, it can present the voice transcription results of multiple agents and customer calls to the team leader at the same time on a page of VCDiscovery, and combine the SoIP screen monitoring content to achieve multi-screen synchronous monitoring and fully understand the work status of agents. If an agent is found to be in violation of regulations or needs assistance, the team leader can intervene or provide assistance in a timely manner, greatly improving the quality of agent service and ensuring the compliance of business processes. |
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VCDiscovery Helps Supervisor Discovery, Hold and AdvisorSupervisor could achieve Discovery, Supervisor could achieve Hold, Supervisor could achieve Advisor, |
Human-machine collaboration ensures business process compliance and quality inspection score optimizationCombined with VCBot, it automatically monitors whether business processes are compliant. According to the business process, the management personnel pre-set the relevant process rules through the VCBot Process Automation system, and then import the rules into the VCDiscovery AI Supervisor system from the VCBot intelligent process system. If there is a violation, the system will notify the administrator to intervene or automatically send a prompt message to the agent’s screen, lock the screen, etc., to prevent the agent’s subsequent violations. At the same time, VCBot will mark the violation and synchronize it to the VCInsight system to make a reasonable score for the agent’s work. When the screen or voice is switched to the administrator screen, the administrator can make real-time annotation or real-time addition and subtraction according to the pre-set settings, and these annotation and subtraction data will be brought into the VCLog recording system or VCInsight system database, which will affect the score of the call in the process of post-quality inspection. The combination of VoiceCyber’s VCDiscovery AI Supervisor system, VCInsight system, and VCLog recording system brings more possibilities for contact center management optimization and efficiency improvement, and also makes on-site management more efficient. |
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VCDiscovery can be used for offline voice and video file annotationHistorical data on every customer interaction is a valuable asset for your business, and you need to understand and leverage it deeply. VoiceCyber can import all historical voice and video files VCLog recording system, and through VCDiscovery, full annotation is carried out according to the tasks specified by the enterprise, and finally the annotation results are pushed to VCInsight, helping enterprises achieve a closed-loop data operation. By accumulating data to explore the real needs of users while continuously discovering problems, enterprises can better listen to the voice of customers and get close to their needs, more comprehensively regulate their own compliance, timely termination, and reduce business risks. |
Product Combination Provides Complete SolutionVCDiscovery is a member of the customer experience intelligence management product family, which needs to be used with VCLog, SoIP, and VCBridge. VCDiscovery can obtain the collated historical media data files through VCMedia Work Center, annotate them, and finally push the results to VCInsight AI QM. VCDiscovery can also monitor, analyze, and analyze the computer operation behavior, video images, screen text pictures and other data captured by the SoIP Super Client in real time through VCBridge Media&AI Connect, so that enterprise managers can discover, intervene and support in time. The rich product portfolio forms a complete and flexible overall solution for intelligent management of customer experience, allowing technology to help customers provide compliant and high-quality customer service and help enterprises strengthen resilience as the contact center continues to evolve. |
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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 865-00R1-003，VCDiscovery (IDHA) Base Package (Windows) |