Efficient O&M Platform to Improve Management Efficiency Support

IMAM is a cloud architecture O&M application platform, with the development capabilities that keep pace with the times, it supports the deployment of multiple types of operating systems, helping contact center IT personnel efficiently manage a large number of application subsystems. IMAM’s main management targets cover all VoiceCyber products, including VCLog contact center omni-channel recording system, IBAE contact center intelligent bridge of analytics engine, IDHA contact center intelligent discovery hold and advisor, VCInsight contact center data analytics and other products likes FAPs, SoIP, MoIP. At the same time, it can also monitor the operation and maintenance of some third-party application servers.

 

Effectively Protect Enterprise Data Assets and Meet the Needs of Enterprise Intelligent Application Construction

Historical audio recording data that can be used continuously is an important asset for a business. With the upgrading and development of communication technology, contact centers are constantly updating their existing voice communication platforms, and many contact centers have chosen cloud communication platforms. While using the new system, how to effectively protect and use the historical recording data, and how to deal with various challenges in the process of data migration, the migration function of IMAM intelligent data migration audit operation and maintenance provides a variety of efficient migration methods to cope with different demand scenarios, which can not only migrate a large number of data files completely and safely, but also migrate the database synchronously, and the migration of historical data to the VCLog system will not conflict with the existing data. Effectively protect the data assets of the enterprise. At the same time, with the transcription function of VCLog Advance, historical data can be transcribed by voice to meet the complex and changeable needs and scenarios of “intelligent customer interaction management” in the contact center.

  

Abundant Data Migration Methods are Applicable to a Variety of Application Scenarios

In one of the migration scenarios, after the old device is iteratively replaced, the data generated by the old device needs to be migrated to the new device. IMAM can support data migration between VoiceCyber’s own products, as well as the migration of voice recording from third-party recording systems to VCLog, and the voice coding format of the source system can also be converted into the encoding format used by the target system.

In the second migration scenario, the multi-brand recording system works at the same time, and the data migration function of IMAM supports copying the data migration of a third party to VCLog after the call is completed and unified query management.

In the third migration scenario, when the contact center uses the cloud communication service and the user’s recording files are stored in the cloud, IMAM can migrate data from the cloud to VCLog for localized management in real time or on a regular basis.

   

A Comprehensive Audit Strategy Ensures the Quality of User Data

After the historical recording data is migrated to the new VCLog system, how to ensure the integrity, consistency and accuracy of the migrated data; How to ensure the stability of the new VCLog system and the integrity of data records, IMAM’s Audit function provides users with a complete audit strategy. IMAM can cross-check the user’s massive data from different dimensions such as the quantity and quality of data, as well as log keywords, and provides data quality assurance for enterprises to reuse data assets.

   

Flexible and Reliable Audit Policies Protect User Data Assets

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 application, IMAM can allow contact center operation and maintenance personnel to understand the working status, health index and resource usage of VCLog, IBAE, IDHA, 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, and provides unlimited possibilities for the stable operation of the platform.

IoT device monitoring. IMAM 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 give early warnings and alarms to avoid sudden equipment failures, improve the reliability and stability of equipment, and reduce maintenance costs.

Professional client software. The IMAM 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. IMAM can set multi-dimensional and multi-condition recording alarm thresholds, and adds stereo recording dual-channel packet loss alarms to make the alarm function richer and more advanced. O&M personnel can view alarm information through logs or send them to set targets in a timely manner through emails and other means, so that O&M personnel can respond quickly and ensure the continuous and stable operation of the contact center business.

 

Product Combination Provides Complete Solution

IMAM is one of the intelligent customer experience management product series. Products such as VCLog, IBAE, IDHA, ICCM, IVOC, MediaHUB, 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.

 

 
Related Product List

846-3801-001,IMAM Base Package (Windows)
846-3801-021,IMAM Target License
846-3801-022,IMAM Migration CLog
846-3801-***,Product is not all listed out, please call for inquiry