ustomer Contact Center,CRM Outsourcing,BPO

VisionLog™ is a digital recording system that captures, stores, archives and plays back telephony and computer activity. It is designed for customer contact centers, trading floors, air traffic control rooms, and many other agencies. VisionLog™ is an effective quality management system that helps improve service quality and agent performance.

The Product

Simultaneous capture of telephony and computer activities

With a state-of-the-art digital recording technology, VisionLog™ captures telephony and computer activity real-time, including voice conversations, screen snapshots, calling/called numbers, agent ID, calling times, and all other associated data. VisionLog™ provides up to 1200 telephony channels per system and caters to businesses of different sizes. The entire recording is digitized and compressed to ensure best quality and maximum storage capacity.

Fast and easy play-back of recorded activities

A browser-based search engine allows easy and fast retrieval of any recorded event by time, date, agent ID, agent group, project, calling/called number, duration, label, etc. or any combination there of.

Synchronized play-back of voice recording and computer screen snapshots

The search engine allows you to play back voice recording and computer screen snapshots synchronously as if monitoring the event in real time on site.

Portable records

Any recorded data can be packaged and transferred to a portable media such as CD, floppy, or tape. The portable records can be played back by any system that supports MP3.

Extensive data analysis and reporting

Calling/called numbers, call distribution, call minutes, etc. are summarized and charted by time, date, agent, agent group, project, etc., allowing in depth analysis of telephony activities. An optional Billing Module is available which allows you to monitor and/or charge telephone usage by time, date, agent, agent group, project, etc.

System back-up and management

A browser-based utility is provided to monitor the system status in real time including agent login, channel usage, recording status, and warning messages to warn op channel and storage shortages. A built-in back-up module helps system administrators back up some or all the records. It also allows the restoration of previous backups.

Remote access and system maintenance

All utilities and management modules are browser-based with a multi-layer authentication system, allowing end-users and system administrators to access the utilities and management modules remotely with assigned user account and access permit.

Multi-Lingual interface

The multi-lingual user interface allows on-the-fly switch among multiple languages such as English, Chinese, etc. You may choose any language as your preferred interface at any time with a single mouse click.

Benefits

VisionLog™ is more than a digital recording system. It is also a quality management and training system. It identifies service problems, keeps track of transactions, and records critical communications. VisionLog is essential in identifying agent challenges, allowing for effective coaching, motivation and managing of representatives. It is also a powerful tool in resolving potential disputes between customers and agents or agents and management. VisionLog™ is a necessity to any professional call center where efficiency and world class quality of service is a priority.

Application and maintenance

With an open architecture and modular design, VisionLog™ is easy to deploy, maintain and expand. The user-friendly interface allows users to learn how to use it within 15 minutes.