- CTI/API linking function; need to provide additional data by linking with CTI as agents record
  customer calls.
- Free seating function; agents can login with their ID and record from any seat.
- Analysis function; should be able to make statistics report for agent recording.

 
- High compatibility; Easy to run with different kind of systems.
- No need to set up any extra lines and easy installation.
- No need for additional work even if agents work in different seats everytime as VoiceLink associate calls with the agent ID.
- Simple System configuration; It helps prompt action as errors occurred and easy maintenance.
- Changed to IVR which was a main reason of customers' complaint for long.

 
 
- Fast development due to the API SDK for their integration with their CTI system.
- Prompt action can be taken against customers' claims.
- Quick search - able to find calls quickly by various searching.
- Cost-effective system - No need for any particular set up work to run the system.
- After changing IVR, the number of processed calls has been increased about 2 times than before
  and also customers' satisfaction is increased (In the past, maximum number of processed calls
  per day was 150,000, now it is 270,000 for calls and 400,000 for packet).
 

 
- This bank started to realize that its call center system is quite poor related to other competitive
  banks and the number of agents (only 40) is not enough to handle task.
- Also it pointed the problem of recording system like deterioration, limit of functions, native
  language support and so on.
 
Before deployment: Hyuco co. - Comverse Safe Net 5.1
After deployment: All systems are integrated with VoiceLink.
 
 
Competitive Products:
Lucis Co. - AudioLog, Locus Co. - NiceLog, Hyuco Co. - Comverse Safe Net, Local Brand and so
on.

VoiceLink Winning Factors:
¨çSupports native language.
¨čExcellent features and flexible for expansion.
¨éModerate cost relative to foreign-made.
 
- Able to cope with the case of expanding agents (40 to 350 agents) flexibly; Efficient management.
- Stable for expanding and maintenance.
- Cost effectiveness; able to record all agents with only ¨ö the cost compared to foreign-made.
- Reduced maintenance staff by centralized control and management for various departments'
  jobs (arrears, banking, card etc).