Record every voice, every interaction

Record every conversation. VCLog records complete and secured voice conversation for every interaction and allow user repeatable playback recording files. VCLog able to ensure a 100% of voice capturing and forward the recorded recordings to ASR engine while complying the contact center business security regulations so that no recording is lost. VCLog provides quick search feature for the wanted recording file through key call information or other related business information from thousands of recording files. This product provides evidence for every dispute, provides solution for potential business risk, provides channel to listen to customer for their needs, and provides guarantee for contact center to hit KPI.

 

Capture 100% of conversation

Full time all conversation recording. Records every customer conversation without missing any customer interaction data. This ensures you to intuitively see the whole process of customer interaction and the whole picture of contact center work.

Automatic alarm monitoring and data pre-processing technology. Automatic alarm monitoring reduces downtime and enable customer to discover the device issue in time. This gives device administrator an early warning to solve the device issue. Advanced data pre-processing technology can effectively ensure that the original data is not lost in the process of network data transmission. Furthermore, guarantee the data integrity received by VCLog recording system so as to ensure that no call data is lost, and the sound quality is good.

 

Search for the correct content

System automatically organizes and categorizes recording files. By connecting keywords or speech recognition engine, the system can automatically tag and categorize recording files according to the pre-setting on keywords or text logic. The connection with speech recognition engine also enables the system to transcript all voice into text. Moreover, search and playback the correct recording file from thousands of interaction recordings through specific text information.

Find the needed one. Through the rich searching features of VCLog, administrator can quickly search for the needed content from thousands of recordings. With the fusion playback of audio, screen and video recording, it helps to disclose the truth of the incident in time.

 

Protect your data, protect your interest

Data security. Sensitive data is encrypted and save into database using AES 128 algorithm. Payment card industry data security standard (PCI-DSS 3.0) is meet and comply the compliance goal of regulatory requirement. Recording file will not contain sensitive information of customer.

Transmission security. All communications between client and server are encrypted using mainstream HTTPS and TLS1.2 based encryption methods. SFTP is optional for file uploading and archiving to ensure data security.

User security. User hierarchy and user permission is used to restrict the live monitoring and playback of every recording which prevents the intrusion of eavesdropper and ultimately achieve the system security requirement. In addition, Bcrypt algorithm is used to ensure user security incorporating with salt encryption method.

File security. The AES256 encryption algorithm is used to record, compress, encrypt and store each call recording, thus ensuring the security of customer interaction data in all directions.

File authenticity. Inserting necessary digital information into voice files, watermark information into video files such as screen recording file and etc. This ensures the authenticity in the transmission process of voice or video files and proves that following principles can be effectively implemented while avoiding legal risk.

 

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

Empower the contact center with strong analytical capability. VCLog 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 is one of the intelligent customer experience management product series. Products such as VCLog BI, ICCM, IBAE, Teleopti WFM, SoIP, 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.

 

 
Support LDAP
Support single sign-on (SSO)
Support SBC SIPREC recording
Support License centralized allocation and management
Support Docker container and VM virtualization deployment
Support Voice + AI: Support dual-track PCM file recording and real-time voice streaming; integrate with market mainstream speech analysis engines
Support Image + AI: Integrate with Optical Character Recognition (OCR) engine to recognize and record text content of agent screen
       
Support China mainstream database
Support China server such as Zhaoxin
Support China operating system such as Kylin
Support various database: MSSQL, MySQL, Oracle
Support various operating system: Windows 64-bit, Linux 64-bit
Support cross-browser: HTML5 architecture, no plugins required
 
 

 
  Quick Search and Playback
Playback recording file within 3 seconds after conversation ended
Result searched within 5 seconds from massive quantity of recording files
Customized metadata tagging for effective and automated search
Audio, video, screen and IVR recording files are searched and played in one centralized interface
Standard Restful API to achieve business system integration and quick search
  Outstanding New Technology Integration
Support integration with SIPREC 2.0 protocol/ standard
Support new feature such as Avaya POM outgoing call component
Support Cisco BIB and dynamic agent
Integrate with various market mainstream speech recognition engine and voiceprint recognition engine in real-time or offline
Support mainstream S3 object storage protocol in financial industry
Support multiple database main and backup high availability architecture
     
High Density; High Concurrent Configuration
Single recording server supports up to 2000 channels configuration, 1000 of concurrent channels
Single system supports up to 100 recording servers for centralized management
Single system supports up to 200,000 channels configuration, 100,000 of concurrent channels

  High Availability
Support various HA architecture 1+1, N+1, N+M, achieve 99.99% recording stability
Support massive amount of data architecture
Flexibly distribute data via hardware or software distribution method
Perform lossless distribution on high volume data
Avoid packet loss due to high load on network card caused by high volume data

     
Automated Monitoring
Intelligent categorization and storage of recording files according to business rule
Automation alarm notification to administrator when system failure
Automated monitoring and configuration according to business types of customer’s conversation
The evaluation of customer service quality can be accelerated automatically through the analysis of acoustic wave pattern on conversation and silent event as well as agent screen activities.
  Various Recording Method
Telephone channel recording
Business screen recording
USB device recording
Other recording
 

 

 

 
Related Product List

836-0001-002,VCLog Base Package
836-1800-001,VCLog Restful API
836-9900-005,VCLog Voice Recording License for IP
836-9600-001,VCLog Voice&Video Recording License for IP
836-****-***,Product is not all listed out, please call for inquiry