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 IDHA contact center intelligent discovery & advise system provides the possibility to achieve this goal.

 

The Supervisor Visually Manages the Video and Text Agents

The 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, IDHA contact center intelligent discovery system provides the possibility to achieve this goal.

 

The Supervisor Used to Difficult to Listen Become Easy to Watch

The communication process and computer operation process of the text agent should be seen by supervisor in real time. Different from the management of voice agents, the number of channels that the supervisor can monitor in real time is very limited, and one-to-many real-time monitoring cannot be achieved. However, text agents are different, and the supervisor can see the real-time working status of the text agent with the help of intelligent technology, and the IDHA contact center intelligent discovery system provides the possibility to achieve this goal.

 

IDHA Helps Supervisor Discovery, Hold and Advisor

Supervisor could achieve Discovery, including
Fully display the interaction behavior trace between agent and customer
Fully display the behavior trace of agent using any information system
Priority display the agent screen and video of a long duration conversation
Priority display the agent screen and video by using keywords and other conditions
Intuitive display of agent emotion performance during service process
Discover and priority forward image to supervisor for the absence agent
Discover and priority forward image to supervisor for the second person appearance
Discover any violated behavior during agent service process
Discover and priority forward image to supervisor for any successful sales

Supervisor could achieve Hold, including
Encourage or motivate agent’s success via pop-up window or SoIP Light
Remind agent of business error, service quality, emotion, etc. via pop-up window or SoIP Light
Intervene persisted agent violation behavior via computer lock screen

Supervisor could achieve Advisor, including
Discover and support for any long duration conversation and tough case
Agent request support from supervisor via help button

 

On-site Scoring and Labeling by the Supervisor Can Be Passed to The Quality Inspection System

When the picture or sound is switched to the squad leader’s screen, the squad leader can make real-time annotation or real-time plus or minus points according to the pre-set settings, and these annotation and plus or minus points will be brought into the VCLog voice and video 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 IDHA intelligent discovery system, VCInsight data insight system, and VCLog voice and video recording system brings more possibilities for contact center management optimization and efficiency improvement, and also makes on-site management more efficient.

 


 

IDHA Can Be Used for Offline Audio and Video File Annotation

Historical data from every interaction with a customer is a valuable asset that companies need to fully understand and make deep use of it. VoiceCyber can import all historical audio and video files into the VCLog voice and video recording system, and use IDHA to fully annotate according to the tasks set by the enterprise, and finally push the annotation results 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 Solution

IDHA is one of the intelligent customer experience management product series, which needs to be used in conjunction with VCLog, SoIP, and IBAE. IDHA can obtain the collated historical media data files through the MediaHUB (Intelligent Meida Process Center), annotate them, and finally push the results to VCInsight (Contact Center Data Insight). IDHA 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 the IBAE (Contact Center Intelligent Bridge of Analytics Engine), 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.

 

 

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.

 

 
Related Product List

865-00R1-003,IDHA Base Package (Windows)
865-94R0-006,IDHA Target License
865-94R0-003,IDHA Supervisor License
865-****-***,Product is not all listed out, please call for inquiry