The information in bank call centers, phone voice systems, ticketing systems, and various integrated channels is becoming increasingly complex, leading to a large volume of service data. Most companies have only 2-3 quality inspectors but have to handle thousands of service data points each month. Most quality checks in call centers are done manually through random sampling, relying on inspectors to listen to recordings, review records, and make professional judgments. As business volume grows, the shortcomings of traditional quality inspection methods become more apparent: low coverage, low business value, low efficiency, and inconsistent quality inspection standards.
The GienTech Intelligent Quality Inspection System is built on voice recognition, natural language understanding, and big data processing technologies, offering full data storage and quality inspection tools for contact centers. Through configurable and trainable inspection models and task engines, the system enables fully automated quality inspections, comprehensively identifying risk information in vast amounts of conversational audio, raising inspection coverage to 100%, improving inspection efficiency, and reducing labor costs and operational risks.
Intelligent quality inspection not only replaces manual inspections but also enables the mining and analysis of speech content, providing data support for business decision-making. It helps reduce customer complaints, improve service and marketing skills, and capture market opportunities.
The GienTech Intelligent Quality Inspection System has developed rich intelligent quality inspection models, customizable menus, and task management features. It provides fully automated quality inspections, complete coverage with no missed checks, and real-time batch inspections, solving issues such as high costs, low efficiency, delayed business analysis value, and inconsistent quality inspection standards in traditional quality inspection processes.
The system includes five main features: comprehensive management, quality inspection management, quality inspection reports, resource analysis, and system monitoring.
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Comprehensive Management
Comprehensive management functions include menu permission management, role permission management, system parameter management, organizational management, human resources management, system reload management, and scheduled task management.
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Intelligent Quality Inspection
Users can configure sampling and quality inspection templates to create quality inspection plans, execute full inspection tasks, and use re-inspection rules to filter data, improving inspection accuracy.
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Voice Analysis
The system analyzes voice content to enhance service management. Through data mining and analysis, it helps businesses optimize operational strategies, deepening, broadening, and strengthening customer service quality inspections, improving customer service levels and satisfaction. This feature includes business hotspot analysis, service quality analysis, and call duration analysis.
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System Monitoring
This feature includes real-time voice resource monitoring and system resource monitoring. System administrators can track agent performance and the operational status of the system in real time.
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Report Management
Users can perform full-scale, multi-dimensional statistical analysis on the report management platform, saving labor costs for statistical analysis and optimizing management performance.
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Flexible Menu and Access Control
Enterprises can define roles and permissions independently, with flexible configuration of menu access for business personnel—effectively reducing specialized maintenance costs.
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Intelligent Speech Recognition
The system provides detailed session analysis and extracts high-value information using NLP capabilities. It can recognize user speech and convert it into text, as well as convert scripts written by business personnel into speech.
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Customizable Quality Inspection Models
The system offers rich configuration capabilities for quality inspection models, meeting scoring rules for various scenarios. It provides multi-dimensional definitions for inspection criteria and allows for automatic inspections after task settings, ensuring 100% full coverage.
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Multi-Dimensional Report Monitoring
Real-time big data analytics support business operations, with easy-to-understand, visual graphical reports. The system provides a comprehensive solution that covers CRM, ticketing, BI, and easily integrates with business systems.

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