Efficient O&M platform to improve management efficiency

VCCare (formerly IMAM) is a cloud-based intelligent O&M application platform, which is essential for efficient and accurate monitoring and management of recording systems in complex and changeable business environments. As a professional recording system supplier, we have the ability to keep pace with the times and launch a new product, VCCare intelligent alarm monitoring and operation and maintenance platform. It supports the deployment of multiple types of operating systems, helping contact center IT personnel efficiently manage a large number of application subsystems. VCCare mainly manages all products of VoiceCyber, including VCLog Omni-Ch Recording, VCBridge Media&AI Connect, VCDiscovery AI Supervisor, VCBot Process Automation, VCInsider Data Analytics, VCInsight Al QM Suite and other products. At the same time, it can also monitor the operation and maintenance of some third-party application servers, so that the operation of each system forms a perfect closed loop. With its powerful and practical features, this platform will protect your business and greatly improve the efficiency of recording system management and data security.
   

Intelligent monitoring platform to ensure the quality of user data

Real-time recording quality monitoring to improve the quality of user data. In the contact center, high-quality recording files are the key basis for evaluating the quality of agent service and handling disputes, VCCare can conduct all-round real-time intelligent monitoring of the recording process of each customer call, once there is an abnormal situation such as recording interruption or loss, noise or unilateral voice on the line, VCCare will immediately trigger the alarm mechanism, so that the enterprise can detect the abnormality of the recording system at the first time, quickly arrange technical personnel to troubleshoot the problem, and avoid the situation of missing or poor quality recording. Prevent the inability to effectively save call content, which will adversely affect the improvement of contact center service quality and the resolution of potential disputes. To sum up, the VCCare intelligent alarm monitoring platform has created a comprehensive, intelligent and efficient recording system monitoring and management solution for enterprises through a series of powerful functions such as monitoring recording alarms, log keyword monitoring, email alarms, and recording data auditing. When you choose VCCare, you choose a more secure and efficient recording system management experience to help your business move forward in the digital era.
   

Risk management and control to reduce enterprise business risks

Log keyword monitoring capability to ensure recording compliance. According to the business needs of its own industry, the contact center can customize the keywords that need to be monitored, such as keywords such as voice recorders or data packet problems when important business data is involved. When these keywords appear in the system logs, VCCare will catch them in time and send an alarm. Through accurate monitoring of logs, enterprises can quickly locate key information from massive log data, detect potential business data losses in a timely manner, and help enterprises reduce business risks and ensure compliant operations.
   

Perfect data audit to ensure the authenticity of data

Data audit is an important part of ensuring the accuracy and completeness of recording data. VCCare provides users with a complete audit strategy, through intelligent algorithms and verification mechanisms, to conduct regular or real-time verification of multi-source recording files migrated to the new VCLog system from different dimensions, ensuring the integrity and authenticity of each recording file, and fully ensuring the stable operation of the new VCLog system.

Audit strategy 1: Recording and CDR audit. By cross-comparing the recording files with the CDR and other data generated by the communication platform, users can easily obtain the comparison results of the number of recording files per day with the CDR and other platform data.

Audit strategy 2: Audit of historical recording data. By cross-comparing with third-party recording data and data before and after migration, you can check and fill in the gaps, fully ensure the integrity and consistency of the migrated data, and effectively protect the massive data assets accumulated by users over the years.

Audit strategy 3: Conduct audits through log keywords. By monitoring the logs of each application in the system based on the preset log keywords, users can predict the healthy running status of application services in advance and find out whether the recording files are abnormal in time.
   

A unified and efficient management platform improves O&M efficiency

Basic equipment monitoring. As a platform that can accurately cover the monitoring and analysis, early warning and alarm of the whole system, VCCare allows contact center operation and maintenance personnel to understand the working status, health index and resource usage of VCLog, VCBridge, VCDiscovery, VCBot, VCInsight and other application systems in real time, especially in the financial industry and other 7*24*365 continuous work mode, which greatly improves the system’s ability to resist pressure and risks. It provides infinite possibilities for the stable operation of the platform.

IoT device monitoring. VCCare can work with FAPs and IoT device recording solutions to monitor the online and offline status of IoT devices such as phones, smart microphones, and smart badges in real time without installing client software, and evaluate them according to the characteristics and parameters of the devices, so as to provide early warnings and alarms for abnormal states, avoid sudden equipment failures, improve the reliability and stability of equipment, and reduce maintenance costs.

Professional client software. The VCCare client software can monitor the online and offline status of the device, as well as the running status of each application service. O&M personnel can also view real-time or historical operation data, including CPU, memory, network data, service processes, NAS data, and other information through the client, and can also monitor NIC traffic and network packet loss in a timely manner, helping O&M personnel find problems as soon as possible and improve O&M service levels.

Flexible alarm module. VCCare’s integrated email alerting function ensures that alarm information can be communicated to relevant personnel in a timely manner. Once the above alarms are triggered, the platform will automatically send detailed alert emails to the pre-set email address. The content of the email is clear and contains key information such as the type of alarm, the time of the alarm, and the details of the recording files or logs involved. This enables enterprise managers and technical maintenance personnel to be the first to know the system abnormality, no matter where they are, as long as they can receive emails, they can respond and deal with problems in a timely manner. For example, in the cross-regional office scenario of a large enterprise, the relevant person in charge can obtain alarm information in a timely manner through the mobile email client even if he is on a business trip, command the team to solve the problem, and ensure the continuous and stable operation of the recording system.

 

Product Combination Provides Complete Solution

VCCare is one of the intelligent customer experience management product series. Products such as VCLog, SoIP, MoIP, FAPs, VCMigrate, VCBridge, VCDiscovery, VCBot, VCInsider, VCInsight, 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.

 

 

 

A complete product series that provides the possibility for sustainable development

We 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.
 
 

CX using AI to improve customer satisfaction, EX using AI to improve employee value

We 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.

 
 
 
Related Product List

846-3801-003, VCCare (IMAM) Base Package (Windows)
846-3801-021, VCCare (IMAM) Target License
846-3801-*** , Product is not all listed out, please call for inquiry