Archive for December, 2015

Business calls are now more transparent

Posted on: December 14th, 2015 by viktorvarga No Comments

The most valuable contacts between companies are always personal. Business calls and susbsequent follow-ups can already be done effectively using call centre technology, however, the development team at VCC has been working to create an app which can handle any company’s entire corporate relationship management system. The result? VCC Mobile App.

Our first mobile app is much more than just a smart phone version of the VCC client solution. Since call centres and help desks are themselves part of a wider corporate strategy, the app’s most significant benefit for companies is to place all business contact calls in one system, where they can be handled in a coordinated way. With VCC Mobile App it is easy to find out which colleague should be contacting which client when, and what the result of the call is.

This application, although of particular use to sales, help desks and technical support, will be invaluable to any company where client communication and continual contact with business partners is crucial.

VCC Mobile App does not only organise call data into an easily manageable format, but also treats business and private calls separately, with private calls remaining unstored on both the app and on any server. Another security-enhancing data protection feature is that client data stored on the central VCC server is not accessible through the application, with synchronization being only available for links saved on a specified mobile phone.

Business call data (CDR – Call Detail Records) is transferred to VCC’s servers through encrypted data links. VCC Mobile App users can filter and export these call details from the database, and and use them as required, for example to make business call cost calculations. And, based on VCC’s call centre operator interface, calls can also be scheduled. In this way callbacks are easy to oversee since the system creates a list of planned calls and the times they are scheduled. When a reminder is displayed, the call can easily be initiated from the user interface.

VCC Mobile App also supports offline operation, enabling users to access up-to-date data without ongoing internet access. Once purchased, VCC Mobile App can be used with any of our packages. Licences are valid for single mobile phones, allowing costs to be tailored to the size of the company.

VCC Mobile App is available NOW in the Google Play Store.

Enhanced protection for your stored data – two-factor authentication

Posted on: December 9th, 2015 by viktorvarga No Comments

From today, Virtual Call Center users can take advantage of two-factor authentication when using our solution. This latest feature enhances the security of data stored in VCC’s client software programme by requiring, in addition to normal login authentication, a further login authentication procedure, using a password sent to a personal device, such as a mobile phone, ID card, or USB token.

With the increasingly widespread use of smart devices, two-factor authentication is becoming an ever more popular solution, since it inserts an additional authorisation step in the login process, thus minimising the risk of data abuse.

Data stored in the VCC client system is important and valuable to our customers in a number of ways. Databases can, for example, contain personal information whose storage is subject to strict legal and IT rules; alternatively, a comprehensive call centre customer or calling list can be its most important business advantage, and one which has to be protected from competitors.

As such, we operate a secure password policy in our system, in particular allowing the strength of passwords chosen by users to be set centrally. The newly introduced two-factor login procedure (which we anticipate will normally be used via a mobile phone) further enhances this security filter.

We have chosen the Google Authenticator application, which generates a code consisting of 6 digits which remains valid for 90 seconds after requested, to provide the technology required for this feature. When first logging in to a workstation, you are required to insert the generated string of numbers after your username and password. After logging in you can select a ‘Remember me for 30 days’ option, which will allow the version of the VCC client running on the workstation to operate without further two-factor identification for a period of 30 days (unless deactivated by the user before the end of this period). If an unauthorised person manages to access the mobile phone, or if the phone becomes faulty or an active Google account is deleted from it, a supervisor is able to modify the two-factor settings.

Two-factor authentication using a physical device will be particularly useful for call centre staff who are authorised to manage, export or import databases.

 

You can download Google Authenticator here:

Installation guide for Google Authenticator:

Built-in mp4 player: accessing your sound files has become even simpler!

Posted on: December 2nd, 2015 by viktorvarga No Comments

Our new feature, a built-in mp4 player, is available from today, making the playback of operators’ conversations even quicker and easier.

Using our new built-in mp4 player feature, any stored conversation in VCC’s system can now be retrieved within a few seconds without the need for any external software, making it faster to playback calls and improve call quality control.

The player is available on the main reporting interfaces, i.e. the CDR report, project-independent CDR, quality control statistics and record events menus. The option to playback the selected sound files can be found on the task bar, and can be initiated using the ‘Play’ icon.

In the previous version of the VCC client, an external default media player programme was launched after the sound file was downloaded, but now the playback of stored MP4 files starts automatically within the interface. Playing back conversations is also more convenient, as workflow is now no longer interrupted by pop-up windows appearing when an external media player is launched, and external playback software compatibility problems are also no longer an issue.

Another useful feature of the player is that you can choose any playback speed for the conversations without a change in speech pitch, thus allowing supervisors to reduce the time it takes to check sound files, without losing important details.

The built-in player will soon be upgraded with a new tagging function, which can immediately mark certain points in conversations, thus making it easier to search for particular moments within sound files that are opened. It will also become possible to sort conversations marked with similar tags.