Voice recording, screen recording and text recording are the goldmine of a contact center. Each recording can be achieved by connecting to artificial intelligence engines in order to convert into usable data. Key information, key opinion, key demand and key trend of the business can be mined out from the usable data. The use of artificial intelligence technology will eventually enhance contact center and boost the profit of entire business.
VoiceCyber Co., Ltd. (referred as VoiceCyber) recently released the new generation of IBAE version 1.0 based on Java platform development, which able to forward the call data from the call platform to the voice analysis engine in real time, including RTP data and associated data. IBAE currently supports various speech analysis engine or voiceprint recognition engine, such as Aliyun, Cloud.Baidu, Google, iFlytek, Kriston AI, Nuance, SinoVoice, ValidSoft etc. HTTP interface will be provided for engine or business platform integration.
Fully Embrace Cloud Era:
- Cross-Operating System: Windows; Linux
- Cross-Browser: HTML5 architecture, no plugins required
Fully Compatible with Contact Center Artificial Intelligence Application:
- Real-time Voice Transcription：
Convert the voice call between contact center agent and customer into text in real time. This helps agent to respond quickly to customer requests and provide professional verbal suggestions to improve service quality.
- Offline Voice Transcription：
Convert the voice recording from the contact center into text to provide a basis for information processing and data mining of intelligent quality inspection and agent scoring.
- Text Emotion：
Emotion recognition based on voice-transcribed text and real-time judgment of user’s emotional fluctuations, which assisting agents to adopt optimal response strategies.
- Keyword Analysis：
Various analysis of call recording can be done through pre-defined keyword strategies, such as real-time monitoring of sensitive and high-risk words, offline quality inspection, etc.
- Machine Translation：
The call translation can be displayed for contact center agents in real time to help agents accurately locate customer needs, thereby improving customer satisfaction and reducing professional agent training costs.
- Sentiment Analysis：
Statistical analyze the emotions of the agents by different period, analyze the emotion changes between agents and customers, and understand the situations in which customers are easily emotional.
IBAE is one of the products in customer service experience intelligent management product series. Combination of VCLog, VCLog BI, ICCM, Teleopti WFM, SoIP, MoIP, IMAM, etc. can form a complete and flexible overall solution for customer service experience intelligent management. Each of these products can be used alone or in combination. In the process of continuous development of contact center, technology will provide customers a compliant and high-quality customer service, and help companies strengthen the resilience.
Since its establishment in 2001, VoiceCyber Co., Ltd. has been committing to the best workforce optimization (WFO) solution provider with products focusing on customer interaction intelligent management. Users include banking insurance, securities funds, government services, telecommunications, public utilities, public safety, power and energy, transportation and other industries with products including contact center recording and monitoring of voice, video and screen, intelligent quality inspection, business intelligence, artificial intelligence, etc.
The company has established subsidiaries offices in Shanghai, Beijing, Chengdu, Changsha with Shanghai as the headquarter. The sales and services network of VoiceCyber are spread all over the world including Shanghai, Beijing, Guangzhou, Shenzhen, Chengdu, Hong Kong, Tokyo, and Kuala Lumpur.