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VisionLog Digital Recording System
Leading-edge technology
VisionLog™ Introduction
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.
Edit Agent database
Add,
delete and modify agents (names and ID's)
Add,
delete and modify agent group(s)
Add/remove
agent(s) to/from agent group(s)
Set
monitored agents
Set
monitored agents by agent ID
Set monitored agents by agent group
Set
monitored agents by extension number
Set
recording schedules
By
number of hours
By
starting time
By
specific date(s) and time(s) of each week
By specific date(s) and time(s) of each month
Search
and play back
By
task name
By
agent
By
calling/called number
By
extension number
By
date and time
By
call minutes
By
call label
By
any combination of parameters above
Call
volume and call minutes analysis and report
By
task
By
agent group
By
agent
By
call minutes
By
date and time
Security
A multi-layer authorization system ensures data security
and controlled availability. System administrators can generate
users with various levels of access, ranging from full access
to the ability to play back only one given agent's recordings.
Reliability
and scalability
VisionLog™ is based on patent-pending technologies
that greatly enhance he reliability of computer-telephony
interface. VisionLog™ has been tested extensively
in large scale call centers with thousands of agents
making hundreds of thousands calls each day. Its modular
design and distributed-computing structure allows
the system to be easily expanded to include multiple
kernels and multiple nodes that scale with call center
operation.
Easy
maintenance
VisionLog™ includes maintenance tools that make maintenance
work merely button clicks. Daily maintenance is simply
data backup using the tools provided. Setting up new
tasks is made intuitive and simple, which take less
than a minute on average.
VisionLog™ supports
both Microsoft Windows NT/2000 and Linux systems. It
provides a cost-effective turn-key solution to the needs
of quality management and agent training in call center
operations.