OAISYS (News - Alert), a provider of contact center management solutions has just unveiled version 7.2 of its Talkument and Tracer call recording software solutions which allow users to easily leverage 3rd party remote call monitoring.
Version 7.2 boasts enhanced capabilities including call slicing, call merging, call redacting, call segment exporting, automated call distribution, extension and agent ID columns, as well as an embedded multi-call player, according to a press release.
Call slicing enables users to divide one call recording into multiple recordings, which allows for much simpler 3rd party remote call monitoring and allows for easier analysis of the skills that agents need to work on. Call redacting also known as “blurring” or “scrubbing,” allows users to pinpoint a section of the recording and play silence over the audio, providing a way to keep confidential information at bay including a caller’s name or address. In addition, the embedded multi-call player function assists users in choosing up to eight calls and automatically playing them back in a multi-call player that is embedded directly into the management studio. This powers a much more seamless user experience and increases efficiency for upper management who need to listen to these recordings.
“We have spent the past two years aggressively expanding the features, functions and benefits of our call recording and interaction management solutions,” said OAISYS president Brian Spencer (News - Alert) in a statement. “In version 7.2, we’ve ramped that up even more, producing a host of new options for our users to help them maximize their return on investment and improve their business processes and profitability.”
Companies around the globe rely on a system will that will give them access to 3rd party remote call monitoring that helps to raise customer satisfaction rates. BPA Quality powers BPABuilder.Remote Call Monitoring which offers instant feedback to both agents and supervisors. Also, the solution provides organizations with the crucial information needed to make business decisions that could affect the overall future of the call center.
For more information on the suite of offerings powered by BPA, click here.