VCLog • SoIP PC Recording

The change from “call center“ to “contact center“ is more than just a name change

It is important to record for omnichannel customer interactions. With the development of new interaction channels such as instant messaging, social media, email, corporate blogging, video interaction, unified communications, and collaborative office, customer interaction based on computer desktops is increasing rapidly. How to record these interactions has become increasingly important for contact centers.

Customer interactions with a combination of video and voice are also on the rise. With the development of 5G networks, the increase in bandwidth makes the video clearer and clearer, and the video value-added applications that can be attached to the 4K screen have become more and more. Voice agents, text agents, and video agents will complement each other in the contact center for a long time, forming an omni-channel service system and completing the transformation from call center to contact center.

Edge data recording allows enterprises to grasp more critical information

Omnichannel recording that is not limited to PC screen recording. The SoIP can record the microphone, camera, and screen of the computer of the agent client, and can also control the start and stop of the recording according to the application status, softphone status, or packet type on the network card. SoIP super client can record the whole process of user computer operation, such as the use of applications, keyboards, and mouse. The connection status of peripheral devices such as a storage flash drive and recorded data files are uploaded to the central server for unified storage, management, query and analysis by VCLog.

IP physical phones can also record at the edge. Together with the TX100 (NR), SoIP can also support recording calls from VoIP hardphones. Many contact centers are currently using IP physical phones to connect agent computers to IP phones through the TX100 (NR), which can capture call information and voices while agents are serving customers through physical phones. Edge recording technology makes SoIP more secure for data processing, which can be used as a supplement to centralized recording solutions, and also provides a new option for contact centers to record with high reliability.

Cloud agent and home agent recording, intelligent real-time management of every customer interaction detail

SoIP supports recording for cloud communications. Cloud collaboration, and cloud live broadcast, and meets the complex scenarios of intelligent collaboration between remote agents, local agents, and contact centers. SoIP’s powerful screen recording, voice and video recording functions can record the complete service process of cloud agents in an all-round way, and connect the captured voice, video, screen images and other data to various AI engines in real time through VoiceCyber’s VCBridge Media&AI Connect system, helping enterprises to evolve to an intelligent cloud contact center swiftly. The media files recorded by SoIP can also be pushed to the STT engine through VoiceCyber’s VCLog Advance to be transcribed into call text and automatically form a summary, so as to realize the synchronous playback of voice and video subtitles, and restore 100% of the whole process of agent service. SoIP can also add records and supplements to VCInsight Al QM Suite and VCInsider Data Analytics, providing more dimensional basis for further service quality management and data analysis, allowing enterprises to find problems in every detail of every customer interaction, so as to fully understand the customer experience, and let the voice of customers continue to promote the improvement of service quality.

Remote agents poses challenges to management. And SoIP provides a new way for home-based agents to be quickly and easily supervised. In addition to capturing the microphone, camera, and screen data from the home agent’s computer through SoIP, you can also obtain the application of its operation, such as keyboard, mouse, network data packets and other information, combined with VoiceCyber’s VCBridge Media&AI Connect and VCDiscovery AI Supervisor, managers can obtain the working status of home agents in real time, and automatically detect that if home agents conducted prohibited operation. Intelligent real-time management means can allow enterprises to go deep into the smallest details of customer interaction, quickly find problems in operation services, and deal with potential risks in a timely manner, thereby helping enterprises optimize business processes.

AI empowers edge computing, and SoIP is iteratively improved

Large Language Model (LLMs) are embedded in SoIP for efficiency. With the help of large language model (LLM), SoIP converts the captured speech data into text in real time, and combined with the enterprise’s exclusive knowledge base, it presents accurate responses in real time on the agent’s PC screen, helping the agent quickly and accurately respond to various customer questions, thereby improving the overall service quality of the contact center. In addition, after the call ends, the system will automatically generate a call summary. When the same customer calls again, the previous call summary will automatically pop up on the agent’s PC, which is convenient for the agent to quickly grasp the customer’s needs and greatly improve the work efficiency of the contact center.

SoIP is the basic support for intelligent applications. SoIP super client technology can capture voice, video, screen images on the PC side, as well as the whole process of user computer operation in different ways, which not only enriches the data dimension, but also provides a supplement and guarantee for the intelligent application of the enterprise, and expands the application field of the intelligent contact center. SoIP super client can also make full use of the computing power of edge devices to deliver functions such as face recognition and media data encoding and decoding to the client, effectively reducing the pressure of intelligent applications on the computing power of the server, providing stronger basic support for the intelligent applications of the contact center, helping the contact center achieve more efficient and high-quality services, and improving customer satisfaction and competitiveness.

The rich and convenient Toolbar makes work more efficient

One-button control for easy operation. In addition to providing agents with a variety of recording control and playback recording methods, the rich Toolbar function provides users with one-click control based on the actual needs of the business, which is applied to multiple complex scenarios such as PCI-DSS 3.0, on-demand recording, and on-demand saving, so that users can independently choose to record and save specific call records according to their needs to meet regulatory requirements or business needs.

Intelligent announcement to reduce the burden on agents. In the process of promoting products, agents can customize the rules and conditions according to the business scenario, select the voice files that need to be broadcast from the Toolbar with one click, and automatically play the pre-recorded relevant product instructions or legal and regulatory documents to customers, so as to avoid errors in the manual broadcast process, cause unnecessary disputes, and greatly reduce the operational risk of the enterprise. At the same time, it can also help agents get rid of this tedious and boring work, release the time and energy of agents, realize an efficient one-to-many service model, and improve the work efficiency of agents.

Combine with VCBridge to implement intelligent applications faster

Rich and intelligent experiences. Combined with the real-time data transmission function of VCBridge, it can quickly connect with the voiceprint recognition or face recognition AI engine for identity verification, and the voiceprint authentication and face authentication functions can be realized on the agent side, allowing the agent to determine the identity of the speaker in the first time. VCBridge can also forward voice data to STT in real time at the same time, and agents can intelligently assist agents through the transparent subtitle box in the SoIP super client through the transparent subtitle box in the SoIP super client, displaying text subtitles such as voice transcription results and notification information. AI-driven agent service greatly enhances the work ability of agents, helps to improve the service quality of contact centers, and improves customer satisfaction.

Combined with VCDiscovery, it provides intelligent management means for contact centers

VoiceCyber‘s VCDiscovery works with SoIP to Monitor and analyze the agent‘s computer operation behavior, video images, screen text pictures and other data in real time, intuitively supervise the behavior trajectory and emotional performance of the agent in the process of interaction with customers, so that enterprise managers can find problems in time, quickly intervene, and give effective support.

Combined with the VCLog recording system, it provides more dimensional data for VCInsight and VCInsider

All SoIP captured data are centrally stored in VCLog recording systems. And at the same time, combine the OCR recognition window name and the text information in the window, extract the text in the screen recording information, and store it together. The multi-dimensional log information can be restored through the VCLog recording system during playback, and at the same time, it can be supplemented with records for the future use of VCInsider Data Analytics and VCInsight Al QM Suite, providing a more dimensional basis for further service quality management.

Linux and Windows Operating Systems are Supported to Better Meet the Requirements of Unified Operation and Maintenance

The system supports all versions of Microsoft Windows and offers deep compatibility with major Linux distributions, including OpenEuler, Red Hat, SUSE, Ubuntu, Oracle Linux, and CentOS. As public and private cloud services accelerate their migration to Linux platforms, seamless compatibility with these Linux OSs has become a critical evaluation criterion for software selection.

Product Combination Provides Complete Solution

SoIP is one of the intelligent customer experience management product series. Products such as VCLog, MoIP, FAPs, VCBridge, VCDiscovery, VCInsider, VCInsight, VCCare, 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.

Support cloud desktop
Cross-operating systems: Windows, Linux
Cross-browser: HTML5 architecture, without any plug-ins

Supports high-availability cluster deployment, and the downtime of a single server will not lead to service interruption
Client video files can be uploaded to a NAS storage file or backed up by asynchronous archiving after uploading to a storage device

The single-terminal monitoring is less than 120 KBps bandwidth
The storage of screen recording files per hour is as low as 120MB
A single server supports 1,000 agent registrations and 500 concurrent recording
The running memory of the screen recording client is not more than 100 MB, and the CPU usage is not more than 10%

Support screen watermark function to prevent information leakage
Client agent face authentication is supported to ensure data security
Supports automatic verification and upload of screen recording data on the client
Client screen recording service and process daemon are protected to prevent misoperation from stopping services or terminating processes

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.

CX using AI to improve customer satisfaction, EX using AI to improve employee value

We are good at summarizing and discovering the co-promotion point from the project, which is the innovation point that the customer and we are eager to achieve, and this innovation is not a slogan, but to abandon the old thinking and do it. From now on, we will focus on CX and EX respectively, provide a better software portfolio for customers to choose from, meet the different needs of customers in CX and EX, and help our customers create higher satisfaction and higher employee value.

Related Product List

836-0001-002，VCLog Standard Package (Windows)
836-5000-001，VCLog SoIP Screen Recording License
836-5000-002，VCLog SoIP Screen Live Monitoring License
836-5001-001，SoIP Client Software
836-****-***，Product is not all listed out, please call for inquiry