Store outage interrupts upload
When a store loses connectivity, real-time recording upload stops and the cloud QC chain is cut off.
AI Quality Inspection · Edge Recording + CEM
AI Quality Inspection Recordings stay local. Quality inspection never stops.
An AI quality inspection framework for multi-site businesses. EdgePBX keeps every recording at the store, while CEM transcribes, scores and classifies calls against your own SOPs — then turns risk and customer demand into tickets, reports and follow-up.
Scope: recording access, data residency, model deployment and delivery features depend on the actual product version and project plan.
CEM · QUALITY INSPECTION
ANALYZED
Inbound · Store 0218
Agent 07 · 00:03:42 · Recording retained on site
86
/100
SOP compliance
92%
Needs identified
88%
Script compliance
74%
CUSTOMER
I need to move my booking to Friday.
AGENT
I can confirm the new date and waive the change fee.
AGENT
Let me read back the address and arrival time.
Risk · Unauthorized waiver
Need · Booking change
Ticket created
Local recording
On site
Backfilled after reconnect
Why Recordings Go Missing
A call is not just audio. It is the only evidence of what was promised.
A single customer call can contain a booking, a quotation, a complaint or a service commitment. When the store loses its network, the cloud recording and QC chain has nothing left to analyze. The business loses more than an audio file — it loses the ability to review what actually happened.
The root cause is the same: recording retention and AI quality inspection both
depend on one live cloud link. Vanttel keeps the recording at the edge first,
then runs analysis afterwards.
Jitter leaves jobs pending
A failed upload or a stuck processing job can hide an entire day of calls from review.
Mixed PBX systems
Local PBX, cloud PBX and different call-record formats make HQ consolidation slow and expensive.
Data boundaries
Some enterprises cannot upload full recordings to a central cloud, yet still need AI analysis.
Cloud-Edge-End Architecture
Edge retention, cloud analysis, one operating loop.
The framework has three parts: EdgePBX at the store, Vantek Console for centralized device operations, and CEM for AI analysis and business workflows.
Cloud · Operations
Vantek Console
Unified device management for stores: configuration delivery, version
upgrades, remote maintenance and status for devices, ports, lines,
extensions and recording storage.
Cloud · AI & Application
CEM AI QC Platform
Recording ingestion, call transcription, SOP scoring, demand
classification, sentiment and risk detection, ticket automation and
multi-dimensional reporting.
Call records + recording address · automatic backfill
Retail store
WAN READY
Phones & PSTNLocal lines
▼
EdgePBXCall control + recording
▼
Local storagePending upload queue
Hotel
WAN READY
Room & front deskAnalog / SIP
▼
EdgePBXCall control + recording
▼
Local storagePending upload queue
Auto dealership
WAN READY
Sales & serviceExtensions
▼
EdgePBXCall control + recording
▼
Local storagePending upload queue
Real-time call records and recording address
Recording backfill after recovery
Deduplication by call ID
Local recording retained
Backfill on reconnect
AI quality inspection
Risk & demand detection
Ticket + knowledge
When the network is interrupted, call records can be re-pushed after recovery. The same call is deduplicated by its unique identifier, so repeated submissions do not trigger repeated quality inspection.
EdgePBX at the Store
Make sure the call and the recording survive first.
Core call control, media processing and recording run on the gateway at the store. The cloud is used for management and analysis — not as a single point of failure for local calls or local recording.
Local survivability and power bypass
If the WAN drops, local communication and recording keep running; pending recordings are uploaded after recovery. A hardware escape path bridges designated PSTN lines to a chosen terminal during a power failure.
Dual-mode recording access
Ingest recording files from EdgePBX at the store, or pull cloud recordings by recording URL and call record from an existing cloud PBX. Both sources share one QC platform.
Centralized management at scale
Vantek Console provides configuration delivery, upgrades, remote maintenance and live status for devices, ports, lines, extension registration and recording storage.
Lower integration cost
Each connected system receives its own ingestion address. Field mapping adapts different call-record structures, while logs for receive time, source, status and failure reason speed up troubleshooting.
CEM AI Analysis
Six dimensions. One evidence-backed score.
CEM turns calls that used to require manual listening into structured data that can be searched, measured, alerted on and followed up.
SOP compliance
Check opening script, identity verification, service steps and closing remarks against the configured process.
Customer need classification
Identify the customer request and map it into your multi-level demand categories.
Sentiment analysis
Detect anger, anxiety, dissatisfaction and changes in customer sentiment during the call.
Key information extraction
Extract order numbers, addresses, appointment times and commitments made on the call.
Script compliance
Combine keyword and semantic analysis to flag exaggerated promises, absolute wording and poor service language.
Overall scoring
Apply your weights across dimensions to produce a configurable call quality score.
Transcript with evidence
Reviewers can jump straight to the problem segment.
CUSTOMER
I need to move my booking to Friday.
AGENT
I can confirm the new date and waive the change fee.
AGENT
Let me read back the address and arrival time.
Evidence, not just a score
Transcription includes speakers and timestamps, so supervisors can verify the context instead of trusting a number.
- Speaker-separated transcript with time axis
- Direct jump to flagged call segments
- Manual review and correction
- Change history retained for audit
From Inspection to Action
A score is only useful if it changes what happens next.
Quality inspection should not stop at a dashboard. CEM can trigger follow-up workflows based on the result and your business rules.
Call summary
Summarize the customer request, sentiment and risk level in a short, readable record.
Risk alerts
Flag high-risk complaints, non-compliant wording and important commitments for notification.
Silent tickets
Create and assign tickets by rule while the agent stays focused on the conversation.
Remediation tracking
Follow correction, review and resolution through to completion.
Knowledge capture
Turn recurring issues and service experience into searchable knowledge content.
Operational reports
Compare stores, departments and agents through multi-dimensional reports.
Control AI cost with analysis conditions. Set recording duration, call direction and extension range so that only relevant calls enter analysis; calls without recordings or with very short duration are skipped.
Industry Scenarios
Built for businesses where every store talks to customers.
The same framework covers local recording retention, unified quality rules and cross-site reporting — with rules configured for each business scenario.
Retail chains
Retail, food and beverage, and convenience stores keep recordings locally while HQ compares service quality across stores.
Hotel chains
Reservations, front desk, guest requests and complaint handling are reviewed against consistent service standards.
Auto dealerships
Sales invitations, after-sales follow-up and maintenance appointments capture quotation commitments and demand.
Property management
Repair requests, complaints and fee inquiries are consolidated, with critical cases entering follow-up workflows.
Logistics and delivery
High-volume parcel tracking, delivery appointments and complaints benefit from edge recording and risk detection.
Public utilities
Water, electricity, gas, heating and communication services improve service consistency and traceability.
Government services
Service halls, community offices and public hotlines can analyze service attitude, standard wording and request records, then connect results to ticketing workflows.
Proven at Scale
From a single site to 1,000+ stores.
Our edge voice products and solutions have been deployed in more than 1,000 stores across retail chains, hotels, auto dealerships and property management.
- Mixed lines, terminals and phone systems connect through one framework
- Devices are configured, monitored and maintained centrally
- Critical recordings survive store network exceptions
- Dispersed call data enters one analysis and reporting system
1,000+stores deployed with our edge voice products and solutions
5,000+stores covered across partner and industry projects
100+ecosystem partners
15+group-level partnerships
Security and Governance
Data boundaries are a design requirement, not an add-on.
CEM provides access control, masking, sharing controls and audit trails so that quality inspection can be adopted without losing control of voice data.
Role-based access
Permissions by role, department and data scope.
Sensitive data masking
Phone numbers and other sensitive fields can be masked in views.
Time-limited sharing
Control external access to recordings with expiring share links.
Manual review
Reviewers can correct results, and changes are recorded.
Audit trail
Key actions such as login, configuration and review are logged.
Tenant isolation
Tenant-level data isolation reduces cross-entity data risk.
For projects that require recordings to stay in a designated region or environment, plan recording storage, transcription services and model deployment together with the overall solution.
Integration Path
From integration to results, usually three steps.
Connect call records
Push call records and recording addresses from the phone system. Field mismatches are resolved by mapping configuration; per-system endpoints and logs make troubleshooting straightforward.
Configure quality rules
Select SOPs, scoring weights and risk items by role, department or industry scenario. Configure analysis conditions to control AI usage.
Run the closed loop
Sample calls, review quality results, create tickets automatically, track remediation and review reports for stores, departments and agents.
For on-premises recording devices, a lightweight adapter service can be deployed at the store to convert device call records and recordings into the platform's standard format — without replacing the existing phone system.
Build Your QC Loop
Turn every call into evidence you can act on.
Tell us about your stores, phone systems, recording sources and quality standards. We will help define the right recording access model, QC scope and deployment plan.
- Keep recordings inside your data boundary
- Inspect every call against your own SOPs
- Route risk and demand into tickets and reports
Discuss your AI quality inspection project
Share your deployment scope and we will respond with a tailored plan.