3rd Party Remote Call Monitoring Featured Article
OAISY's Talkument and Tracer Solutions Integrated with Toshiba's IPedge IP
The Toshiba IPedge integrates multiple communication applications on one optimized server platform. IPedge, when combined with OAISYS’ Tracer or Talkument call recording solution, provides a powerful and cost-effective communications solution for the contact center, according to Mark Carpenter, vice president of technology and product management for Telecommunication Systems Division at Toshiba America Information Systems.
OAISYS’ Talkument voice documentation software provides businesses complete control over risk management, compliance, dispute resolution and other critical business concerns, while with Tracer, call recordings become a vital part of developing highly effective compliance, process and risk management programs.
The combined solution leverages computer telephony integration (CTI) enhancements from Toshiba. Company officials said that this enables expanded information exchange between third-party applications and IPedge systems using session initiation protocol (SIP) trunking services.
In collaboration with Toshiba's product management team, the OAISYS R&D team leveraged the enhancements, improving the call data capture capabilities of its recording solutions when deployed in these configurations. Companies’ officials said that this resolves the inability to acquire essential call identifiers when recording IP calls over SIP trunks.
Thanks to this announcement, users of IPedge can now benefit from the cost efficiencies associated with SIP trunking. In addition, they can also benefit from targeted, real-time call recording control and streamlined call retrieval and management.
Additionally, the integration makes OAISYS software aware of the call details including agent ID, extension, dialled number, incoming caller ID, call direction and duration. Companies’ officials said that this information can be used to tag and identify specific calls, trigger call recording, control access rights and narrow search criteria.
“By Toshiba enhancing the level of call data relayed by the IPedge platform when utilizing SIP trunks, and OAISYS in turn modifying its software to capitalize on those changes, we are exceptionally well-equipped to deliver the unique combination of advanced call recording functionality and resource efficiency businesses require,” said Brian Spencer (News - Alert), president at OAISYS.
This year in July, OAISY received the 2012 IP Contact Center Technology Pioneer Award by TMC's (News - Alert) Customer Interaction Solutions. The company earned the recognition for innovations in its Tracer call recording software solution.
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Edited by Rich Steeves