- Use only 50 channels for customer call center agents.
 (Marketing call center: 110 seats, Web shopping mall: 20 seats)
- Want integrated management from the head office for geographically dispersed call centers.
- To enable scheduled recording.
- Agents can do selective recording for necessary calls.
- Evaluate the level of customer interaction skills by agent monitoring.
- Want to use recordings as part of the agent training for improving customer interaction.
- Record only selected agents' calls by scheduling rather than record all transactions of every
  single agent.

Before deployment:
There was no recording system.

After deployment:
All systems are integrated with VoiceLink.

Competitive Products:
NiceLog & 2 other products

VoiceLink Winning Factors:
① Cost effective (Buy only necessary license not for all agents. (Scheduling recording option is available.)
② Scheduling function - Easy to administrate a number of agents' recording by using a few channels.(VoiceLink + VLScheduler)
③ Administrators of head office can do scheduling for each call center agents.
④ All recordings are centralized. - Currently they are being handled only in pertinent office.
⑤ Using ‘Recording On Demand' - Agents can do selective recording.
⑥ Support Real-time monitoring. It can monitor any recordings made from different branch offices.

- Being able to record all agents with limited licenses by scheduling function.
- Use recorded data (VOC) as materials (excellent reference, bad claim) for agent call coaching.
- Effective cost; only ½ of board based system.
- Easy to manage geographically dispersed call centers from the head office.
- Systematic monitoring and training can improve agents' skills.

- Clients from abroad required they have access to calls for quality assurance and Pacific Internet's Contact Centre in Philippines needed a solution which would fit into their existing network infrastructure.
- Voice recordings needed to be exportable to standard file formats without being too large.

- VoiceLink was the only offering enabling Pacific Internet to allow customers from anywhere in the world real-time access to live calls.
- Voice data could be easily exported to small size file capacity .wav format for emailing.

- IP Ready : One single VoiceLink is capable of capturing voice input from a variety of sources including fixed line, IP or even microphone.
- File Conversion : Voice files can easily be exported into .wav format and emailed to customers ensuring that service delivery is superior. VoiceLink's unique encryption ensures that even .wav files remain small enough to email to customers anywhere in the world.
- Remote Real-Time Monitoring : Multinational customers from anywhere in the world can access voice and listen-in in real-time to agent/customer interactions.
- Distributed Processing : Because VoiceLink utilizes a network and distributed processing it is ideal for operating in any networked environment including LAN/WAN, VPN, Dial-Up, ASP and more.

- Wharf T&T have established two customer service centers and two telesales centers in Hong Kong and Guangzhou , China .
- With hundreds of agents operating in three geographically distanced locations, over 350 recording licenses needed to be implemented to meet up with Wharf T&T's needs, across the locations.
- The solution needed to be accessed through their internal network and operated independently of the Nortel Centrex and Meridian I switches in place.
- The solution needed to be integrated with Wharf T&T's own proprietary agent front-end applications, meeting each contact center's own requirements for recording, monitoring, data synchronization and archiving.

- VoiceLink was the only offering enabling Pacific Internet to allow customers from anywhere in the world real-time access to live calls.
- Voice data could be easily exported to small sized .wav file format for emailing.

- Remote Access Capability : Call data can be accessed by Wharf T&T's headquarters from the three contact centers.
- Multiple Agent Registration : By having multiple agent registration, all agents can be registered to the system. Agents can share and make use of the license to enter into the system, without the need for acquiring a dedicated recording channel license, resulting to less overhead cost.
- API Integration : This allows important information to be automatically updated to the archive database. The information is automatically taken from the agent's desktop and populated in the call archive.
- In-house Development : VoiceLink's API software development kit is designed to support
organizations to develop functionality and integrate internally.
- Easy System Expansion : VoiceLink allows single channel increments.