VisionLog TM Introduction
VisionLog TM 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 TM 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 TM 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 TM 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 TM 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 TM 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 TM 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 TM is based on patent-pending technologies that greatly enhance he reliability of computer-telephony interface. VisionLog TM 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 TM 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 TM 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.
VisionLog TM Users
- User Friendly and Dynamically Flexible
- Full-featured and Robust
- Stable, Reliable and Scalable
- Easily Maintained
