It is not just a change in name from “Call Center” to “Contact Center”

Omnichannel customer interaction makes desktop screen recording very important. Traditional interaction is about voice interaction with customers. With the development of new interactive channels such as instant messaging, social media, e-mail, business blog, video interaction, unified communication and collaborative office, customer interaction based on computer desktop is growing rapidly. Therefore, recording on these interactions has become increasingly significant for the contact center.

Customer interaction with video and voice is increasing. The introduction of new technologies such as mobile application, SIP video, WebRTC, etc., have made video agent commonly. With the development of 5G network, the increase in bandwidth makes videos clearer ever than before, and more video value-added applications can be attached to 4K video screens. Voice, text and video agents will be coexisting in contact center for a long time.

Contact center home agent management solution

Full audio, video and screen recording. VCLog SoIP simultaneously records every customer interaction process, voice interaction, screen operation and video interaction using “three-way recording” method. At the same time, record without missing any process of interaction between the agent and the customer. Moreover, this allows the behaviour and emotional expression during interaction process between the agent and customer to be traced intuitively.

Data security and centralized management. Make full use of video watermark, file verification, encrypted transmission and other technical methods to ensure the safety and reliability of recording data from capture to transmission. This solves several process risks such as malicious deletion of files, contents tampering, and upload leakage. At the same time, VCLog SoIP architecture is based on HTML 5 B/S centralized management system, which provides a centralized management portal for administrators to log in from any terminal and carry out centralized playback of video files.

Centralized monitoring and privacy protection. Remote agents and home offices are increasing rapidly. It is a concern to ensure that the remote agents are only doing their work during working hours. By installing the client software and turning on the camera of the agent’s notebook or computer, VCLog SoIP records video of the agent while ensuring the agent is also monitored by the system when he is idle. In addition, the business organization can centralize monitor and control the customer interaction process of any agent in real time through the network. Furthermore, real-time recording reminder and video content display are provided to notify the agent. The purpose is to enhance the privacy protection awareness of the agent and avoid illegal video recording.

Health alarm and data pre-processing technology. Automatic monitoring alarm reduces downtime, so that customers can promptly find problems in related equipment and have early warning to equipment managers to solve problems in time. Advanced data pre-processing technology can effectively secure the original data in the process of network data transmission. Furthermore, effectively ensure the integrity of data received by VCLog recording system, thus guarantee no video data will be lost while having with good quality.

System log information extraction and screen recording file OCR

Extract the text from computer log and screen recording information. The captured data are stored in the VCLog centralized recording system, and the log information can be restored during playback. OCR is a kind of artificial intelligence, which can be used to identify the window name and the text information in the window. Moreover, provides more dimensional basis for further service quality management in future use of ICCM.

VCLog SoIP is powerful and can be integrated with ICCM fully intelligent quality inspection developed by VoiceCyber. Furthermore, adding screen interactive data as an additional information for quality inspection management. Through VCLog BI Business Intelligence, we can optimize the data cluster analysis and visualization of the contact center to empower the contact center with powerful data integration and analysis capabilities. Moreover, continuously improve the service level of customers while improving the operation and management efficiency of the contact center. This eventually increase the success rate of sales and marketing as well as assist the contact center in strategic decision-making.

VCLog BI Business Intelligence, help to build a modern contact center

Empower the contact center with strong analytical capability. VCLog SoIP 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.

Product combination provides complete solution

VCLog SoIP is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, ICCM, IBAE, Teleopti WFM, MoIP, IMAM, etc. can form a complete and flexible intelligent customer experience management solution. Each product from the combination can also be used in standalone mode 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.


Cloud Deployment:

Support cloud desktop
Cross-operating systems: Windows, Linux
Cross-browser: HTML5 architecture, without any plug-ins

High Reliability Design:

Supports high availability cluster deployment, downtime of a single server will not cause service interruption
Client video files can be uploaded to NAS storage or a storage device and then backed up through asynchronous archiving

Product Performance:

Single terminal monitoring bandwidth less than 50kbps
Video recording files are stored lower than 120MB per hour
A single server supports 1000 agent registrations and 500
concurrent recordings
The operating memory of the recording client is less than
100MB with CPU usage less than 10%

Safety Compliance:

Support screen watermark feature to prevent information leakage
Support screen recording automatic verification and uploading on client side
Support client screen recording service and process daemon, prevent operation error or end process
Support client video recording notification, display camera recording content on client screen in real time, and prevent illegal video recording


Related Product List

836-0001-002,VCLog Base Package
836-0101-002,VCLog Additional Server
836-3100-001,VCLog SFTP/FTP
836-5000-001,VCLog SoIP Screen Recording License
836-5000-002,VCLog SoIP Screen Live Monitoring License
836-5001-001,SoIP Client Software
836-****-***,Product is not all listed out, please call for inquiry