Contact Center
VELOCE
Optimized Call Quality Management for Contact Centers
VELOCE is an IP-based recording solution that incorporates advanced redundancy technology, enabling reliable storage of both voice and agent screen recordings.
By separating and storing customer and agent voice channels independently, VELOCE provides an optimized environment for integration with AI-powered Speech-to-Text (STT) solutions.
/KEY FEATURES
Key Features
-
Reliability
Patented proof of recording authenticity, ensuring file integrity
-
AI Readiness
Customer and agent audio stored separately, ready for AI solutions
-
Broad Compatibility
Supports G.711, G.723, G.729 and other international voice codecs
-
Synchronized Playback
Voice recordings and the agent screen play back in sync as one view
-
Operations Interface
Web and GUI interfaces for efficient user and administrator operation
-
Database Support
Commercial databases such as Oracle and Tibero, plus open source
-
Text Support
View STT transcripts and summaries alongside recording playback
/BENEFITS
Benefits
- 01 Efficient Operations Unified recording management speeds response and agent work
- 02 Better Agent Skills Recordings drive agent training and quality evaluation
- 03 Abusive Call Defense Call history analysis helps block abusive complaints
/EXAMPLES OF ACTIVITIES
Use Cases
-
Customer Data Link
Customer data linked via the agent app
-
Web Recording Player
Recording playback through a web player
-
Unsplit Recording
No split on 3-way calls or hold
-
Recording Encryption
Encryption applied to recorded files
-
STT Solution Integration
Combine with STT to power AI voice bots and chatbots
/ARCHITECTURE
System Architecture
