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.
Support Linux and Windows OS, Better Fulfill Maintenance Requirements
Besides from supporting various versions of the Microsoft Windows OS, VCLog also support other Linux OS with x86 architecture system such as CentOS, Euler, OpenEuler, Redhat, SUSE, ubuntu and UOS; and Linux OS with arm architecture system such as OpenEuler and UOS. Above mentioned Linux OS will be an important consideration since public cloud and private cloud of software are slowly migrating to Linux OS.
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
High Security Architecture
Transmission security: Files are uploaded via SFTP protocol
|High Sound Quality
Highly sensitive omnidirectional microphone
|High Video Quality
High image quality, flexible frame rate adjustment
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
811-2401-008，VCLog MoIP N3M-MN02