Ping An Technology

IP Recording, Real-time Voice Forwarding / 20000+ Ch
Ping An Technology was established in 2008 and is a wholly-owned subsidiary of Ping An Group. The company is headquartered in Shenzhen, with offices in Beijing, Shanghai, Chengdu and Nanjing. Based on the contact center’s core switch mirroring (including IP data provided by Avaya, Genesys and other contact center platforms), the two load balancing core switches provide mirror ports and connect to the mirror IP data pre-processing server. The mirror IP data pre-processing server filters the data according to the IP network segment and outputs the data to the backend CM Server. The CM Server analyzes the filtered signalling packets and voice packets and distributes them to the corresponding recording server. After receiving the data packets distributed by the CM Server, each recording server records and forwards the voice stream in PCM format to the artificial intelligence voice analysis processing server in real-time through the interface.

Client Review: VoiceCyber Co., Ltd. provides our company with VCLog UMP contact center recording system and on-site maintenance services for recording products. As a professional supplier for communication products, the VCLog UMP recording system has good sound quality, supports multiple recording downloads and search methods, and the system runs smooth and stable. The technical supports are serious and responsible at work with a great attitude while being efficient in dealing with system issues. We hope it can be maintained in the following service, thank you.

China Pacific Insurance (Group) Co., Ltd.

Huawei IP Recording / 1000+ Ch
China Pacific Insurance (Group) Co., Ltd., formerly known as China Pacific Insurance Company, was established on May 13, 1991 and is a nationwide joint-stock commercial insurance company approved by the People’s Bank of China. The system was deployed in Chengdu and Tianlin two sites in a distributed deployment and centralized management. Each core switch mirrors all voice traffic to the CM Server and distributes the voice stream to the corresponding voice recording server through the CM Server. The active and standby CM Servers are respectively connected to the mirror ports of the core switch. At the same time, the active and standby CM Servers have the feature of “heartbeat detection”. When there is a problem with the main CM Server, the standby CM Server directly takes over the data forwarding operation to ensure the recording is complete. When an issue occurs to any recording server, as the recording database configuration is saved on the CM Server, the CM application controls the switching of the recording server of the problem and directly sends the configuration parameters to the standby recording server (N+1) to replace the original recording operation.

Client Review: Since summer of 2016, VoiceCyber UMP recording system has been deployed and operated in our company for nearly four years. The total number of licenses used exceeds 7,500 channels with stable operation. As a recording manufacturer, VoiceCyber responds promptly to various issues arising during the operation of the system, provide effective solutions as soon as possible and complete changes to solve the issues. Due to business needs, our company has requested a few requirements one after another, and VoiceCyber has basically realized the requirements through customized development or modification. In terms of service, VoiceCyber’s onsite staff is capable of completing the daily inspection and maintenance tasks of the system. Furthermore, standardizing the implementation of our company’s daily work and change procedures. Moreover, actively cooperate with other colleagues on the operation and maintenance of the contact center telephone traffic management system. The company is also willing to take the initiative to investigate for any risk, immediate feedback to us to communicate and solve the issue. Our company recognizes VoiceCyber recording products and is satisfied with the service.

      Taikang Life Insurance Co., Ltd.

Analog Recording / 20000+ Ch
Taikang Life Insurance Co., Ltd. is a nationwide, joint-stock life insurance company approved by the head office of the People’s Bank of China on August 22, 1996. The company headquartered in Beijing. Taikang Life Contact Center has multiple locations across the country. Therefore, a distributed deployment management model is adopted to deploy corresponding servers and voice boards in different locations. The system accurately starts and stops recording according to voltage changes of the analog channels. A single machine is equipped with the 256-channel high-density recording requirement, protecting the user’s investment capital. At the same time, the system provides strong protection for Taikang Life’s contact center recording with its strict user permission management mechanism, complete alarm mechanism, powerful monitoring and management features, and in-depth data mining and analysis capabilities.

Client Review: Sound quality of recording are good: clear sound quality, low noise, soft and no harsh tone, good noise reduction effect, moderate recording playback operation such as slow playback and fast forward, with simple and convenient operation. The system is relatively stable, and there are barely any recording issues in the past 10 years. After-sales service is satisfying: When encountering recording-related issues, the processing time is fast after feedback to the manufacturer’s technical personnel. The related issues are also improved in the later stage, and the whole user experience is great.