VCInsight AI QM Suite

Smarter service quality management, better customer service experience

Every interaction is a good opportunity, effectively enhance customer loyalty, and effectively improve customer demand analysis. VoiceCyber VCInsight Al QM Suite can effectively improve the feedback response efficiency of customer experience by automatically recording, intelligently analyzing and evaluating every customer service, and use advanced algorithms and technologies to classify and sort out the collected data in detail, helping enterprises better understand customer needs, employee performance, and call quality, etc. Thereby helping enterprises optimize business processes, find and deal with potential risks and problems, and improve service quality and customer satisfaction. Enabling contact centers to achieve their goals and increase value across the business, helping enterprises gain insight into market opportunities and enhance their core competitiveness.

As the core software of EX (Employee Experience), VCInsight focuses on optimizing the agent work experience, improving efficiency, reducing burnout, and promoting the career development of enterprise employees, which is a key tool for contact centers to shift from “cost center” to “value center”. VCInsight deeply couples the underlying data analysis capabilities with the upper-layer business scenarios, and extends a modular and scalable EX suite ecosystem to comprehensively empower the contact center staff to improve efficiency and digital transformation, and achieve a positive cycle of “employee satisfaction→ customer satisfaction→ business growth”.

Drive key performance indicators

Get instant results with an out-of-the-box scoring tool. First call resolution, customer satisfaction, sales success rate, service scripts, and fulfillment rates are all available immediately through a library of pre-built evaluation reports. The product also provides report customization services to meet the special business needs of customers.

Let the voice of the customer drive the improvement of service quality. The feedback mechanism of customers after the call is integrated into VCInsight, which can be called to view the customer’s feedback during playback and scoring, which can be used as a reference for evaluating agent service quality, and promote customer-oriented service quality improvement.

Gamification design builds a healthy competition mechanism. VCInsight has a built-in game incentive mechanism, which can create rich scoring rules, set target values and display leaderboards, and motivate healthy competition between agents with an honor reward mechanism similar to badge incentives, reward agents’ positive behaviors, and promote agent skill growth. By deeply integrating game mechanics with agents, VCInsight’s product interface has evolved from a “tool” to an “experience”.

AI empowerment helps quality inspection achieve intelligent leaps

Integrate multiple large language models. VCInsight seamlessly integrates a variety of large language models (LLMs) such as Qwen, DeepSeek, and Llama, and can conduct 100% full analysis of the massive data of the contact center, breaking through the limitations of traditional manual sampling.

Combined with multimodal data such as voice, text, and video, AI can quickly identify anomalies in complex scenarios, such as normative detection of customer service, including real-time monitoring of illegal keywords, speech structure analysis, and service attitude. At the same time, it can also identify customer emotions and provide the best solution, so as to reduce the risk of misjudgment, save labor costs, and achieve the dual goals of reducing costs and increasing efficiency and upgrading customer experience.

Visual vertical playback and privacy protection

VCInsight innovatively adopts visual vertical playback, the voice and translated text information of both sides of the call are visualized in one interface, the system uses a dynamic cursor to track the playback progress in real time, and can accurately mark key content nodes on the timeline. Quality inspectors can achieve millisecond-level positioning by dragging the timeline or clicking on text paragraphs, and cooperate with the synchronization effect of voice waveform and text highlighting to ensure that the dialogue content of a specific period can be quickly locked in scenarios such as quality inspection and backtracking, which significantly improves the efficiency of information retrieval and the accuracy of hearing.

Secure data masking mechanisms protect customer privacy. VCInsight complies with the PCI DSS standard, and when the system enables financial-grade data protection, the system automatically desensitizes sensitive content such as customer identity information and payment data to ensure that the risk identification process not only meets the requirements of privacy regulations such as GDPR, but also maintains the integrity of the original recording and the validity of quality inspection and evaluation. This intelligent data governance mechanism achieves the dual goals of service supervision and privacy protection, and provides technical support for the compliance operation of enterprises.

A new generation of intelligent quality inspection based on multi-dimensional data acquisition system

Multi-product linkage to improve quality inspection capabilities. Through the integration of VCLog, SoIP, MoIP and FAPs, the unified collection and standardized processing of all media data such as voice, video, text, and images can be realized. Based on a strict compliance framework, the system uses an intelligent algorithm engine to conduct full automatic quality inspection of 100% of the interactive data, and accurately locates violations and risk points in the service process through a preset multi-dimensional quality inspection rule library covering multiple indicators such as sensitive speech identification, process compliance detection, and service attitude analysis, and labels risk locations, content summaries, risk categories and associated employee information in real time, forming a visual timeline and multi-modal evidence chain.

Deeply integrated with VCDiscovery, it dynamically obtains agent operation behavior (such as system operation tracks, page switching records) and interaction data, provides real-time operational insights for management through multi-dimensional KPI dashboards (such as first question resolution rate, average processing time, and customer satisfaction), and generates personalized agent performance reports based on AI evaluation models, and supports on-demand retrieval of service records for review at any time.

Historical data “looking back”. Historical recording data files are important data assets of enterprises, and VCMigrate can be migrated to the VCLog platform for unified management in an efficient, fast, and complete manner, and send the securely masked data to VCInsight for comprehensive analysis. Through in-depth analysis of historical data, enterprises can understand past business performance, market trends, customer behavior, etc., so as to predict future development trends and formulate more scientific and reasonable marketing strategies and corporate strategic planning.

Build a closed-loop feedback mechanism for full-cycle quality management. VCInsight can capture abnormal data in the service process (such as surge in customer complaints, service process violations, etc.) in real time through real-time warnings, and push risk event reminders to managers in the first time. The operation and management team of the contact center can also use VCInsight to build a typical case library, structure and precipitate excellent service cases (such as handling difficult customer complaints, personalized service scenarios, etc.), support the operation team to quickly replicate successful experiences through “one-click sharing”, shorten the training cycle of newcomers, and effectively improve service standardization and customer experience.

Take the contact center experience to the next level

By integrating speech-to-text (STT) technology and artificial intelligence models, VCInsight realizes in-depth semantic analysis and real-time compliance monitoring of customer service conversations. The core of the speech stream is to accurately identify keywords, sensitive words and mood fluctuations by combining multimodal data (such as voice intonation and facial expressions) with the semantic understanding ability of the large model to determine whether the agent complies with the service specification.

Through the integration of LLM and NLP, VCInsight realizes the automatic analysis of online chat and ticket texts, accurately identifies customer intentions, evaluates the standardization of agents’ speech, and ensures accurate citation of knowledge base content.

To improve the voice robot service process, VCInsight can check whether the IVR voice broadcast is complete, whether the transfer process is in line with the design, and identify abnormal behaviors such as repeated key pressing and long waiting by customers, so as to provide direction for optimizing the IVR response strategy. The rule engine can also be used to determine whether the voice robots’s reply is in line with the business logic and detect whether the voice robots’s reply is friendly.

View From a Higher Perspective

Get a holistic view of the customer experience. Combine AV recordings with quality scores, survey results, workforce management, and speech and text analytics for a smarter, more comprehensive view of the quality of customer interactions.

Quickly drill down to the smallest detail in the service. Search efficiently using configured or customized metadata tags, tags, service keywords, and more. Quickly filter from a large number of customer interaction data to accurately find the multi-source data that needs to be assessed to improve service efficiency. By using the data mining and data analysis functions, you can quickly conduct macro and micro comprehensive analysis of massive voice data, quickly discover problems and rules in operation services, strengthen business analysis and prediction capabilities, and quickly go down to the smallest details.

Achieve analytics-driven quality assurance of service. Seamlessly integrate functions such as quality management, data analysis, and statistical reports, and refine data into easy-to-understand data reports that managers can make judgments based on. By analyzing the operation of the enterprise and the needs of customers, we can optimize the business process, and then build, allocate and manage resources, so as to achieve a balance between quality and quantity, that is, focus on the right session and use the least resources to meet the needs of customers, so as to obtain greater benefits.

Product Combination Provides Complete Solution

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

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.

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