Record each interaction across the counters in physical store

Record each interaction across the counters in physical store. When company is providing services or promoting their products to customer through physical stores, the combination of MoIP, SoIP and VCLog record the voice and video of each interaction between counter representative and customer. Besides that, it also records customer interaction based on computer desktop. VCLog provides quick and efficient search feature to locate the voice, video and screen recording files from thousands of recordings by searching through customer identify information and other related service information. Ultimately, this provides a basis support for contact centers to quickly resolve disputes, a method to mitigate business risks, a channel to listen to customers’ needs, and also a guarantee for physical stores to achieve KPI targets.

 

Let branch manager listen to the counter interaction

Allow branch manager to handle customer complaints on counter interaction based on the voice and video recording files. When customers are dissatisfied with service interaction, they often request for branch manager. The manager can recap the service interaction according to the voice, video and screen recoding files, and judges how to compensate the customer relationship, or turns the conflict into an opportunity. Through recording and quality inspection of the whole service process, mangers accurately judge the service quality and standard of employees. Hence company can comprehensively grasp the status and quality of counter services, then probe and resolve problems in time.

 

Let contact center listen to the counter interaction

The contact center can handle complaints about customer counter interaction. When customers are dissatisfied with service interaction, they might contact the contact center to complain. Contact center agents need to listen the service interaction process, video and screen operation process of the counter to judge the controversial service interaction. Therefore, it is very important to manage the customer interaction of physical stores and contact centers in a centralized method. Search and playback of the interaction between customers and physical stores from the contact centers provides manager an intuitive display of the behaviour track and emotional expression during the interaction between agents and customers.

 

 

Centralized manage contact center and physical store requirements

Connect and forecast customer requirements. As a customer walks into the physical store and sits in front of the counter, a summary of the customer’s needs from past interaction with the contact center will be displayed on the screen. This helps the counter representative to better grasp the requirement of customer interaction and provide better services. When a customer contacts an agent for service, the agent also able to receive a demand forecast. Thereby, promotes contact center service to be more effective.

 

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

Empower the contact center with strong analytical capability. MoIP 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

MoIP is one of the intelligent customer experience management product series. Products such as VCLog, VCLog BI, ICCM, IBAE, Teleopti WFM, SoIP, 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.

 

 

 

 

Highly Integrated Design

Centralized management platform allow manages voice, video and screen recording files concurrently
Provide a centralized and open API interface which flexibly integrate with third-party business systems
Integrate with VoiceCyber’s powerful ICCM and VCLog BI to centralized manage physical stores and contact centers
Support data analysis by integrate with various artificial intelligence engines such as speech recognition, voiceprint authentication and image recognition

 

High Security Architecture

Transmission security: Files are uploaded via SFTP protocol
Authority security: Provide permission management according to hierarchy and personnel
Data security: Sensitive data is encrypted and saved to the database, recording file support AES256 encryption and integrity test
User security: Use Microsoft complexity password policies such as password length, expiration period, change, notification and others for management

         
High Sound Quality

 

Highly sensitive omnidirectional microphone
High-directional microphone + dual-array amplifier board
Noise cancellation, echo cancellation, sound wave restraint
Voice separation of counter representative and customer, supporting 16K sampling rate

  High Video Quality

 

High image quality, flexible frame rate adjustment
High service quality, no interruption from background operation
High compression ratio, occupy less storage space
High availability clustering, stable, efficient and secured

 

 
Related Product List

811-2401-004,MoIP (Windows)
836-9900-005,VCLog Voice Recording License for IP
836-0001-002,VCLog Base Package(Windows)
836-3100-001,VCLog SFTP/FTP
900-0000-031,MiniNoise E10
952-1404-001,MiniNoise USB Adapter
932-0000-002,DC-MIC200 
932-0000-020,DC-MIC431-UA 
8**-****-***/9**-****-***,Product is not all listed out, please call for inquiry