3rd Party Remote Call Monitoring Feature

The Town of Bay Harbor in Florida announced that it has recently implemented a customized Oaisys Tracer and Talkument call recording solution from TelOnline (News - Alert), a provider of specialized telephony solutions, for its call center management capabilities. The solutions will be used by the Town of Bay Harbor authorities to store, play back and review their telephone calls.

Just like businesses need to keep tabs on their customers’ habits to improve customer engagement and ensure customer loyalty, town administrators also have to keep a track of its communications with community members in order to be able to better serve its citizens. Call recording solutions provide contact centers with the insight necessary for efficient service delivery to community members. With this implementation, authorities in this Floridian town hope to achieve just that.

The Tracer and Talkument solutions are designed to make advanced contact center management tasks easier for users. Its storage features allows users to capture and store up to one million telephone call records.

The Call Segment Exporting feature allows users to highlight a specific section of a conversation and export only that segment of the call, while the Call Redacting feature allows users to highlight a section of the recording and mute that part of the audio. This feature can be utilized to mute the part of a conversation carrying sensitive information, like a person’s address, when a recording is being shared to media outlets or other unauthorized parties.

With the Restricted Information Access feature, the user gains the ability to grant or restrict access to calls that meet the set criteria based on call filters, such as agent ID or extension list, and categorize them within a specific search folder.

“Tracer call recording solution is an essential component of best practices for business by delivering advance contact center management and quality assurance tools. This solution improves the overall business performance,” explained TelOnline’s President Juan Carlos Castañeda in a statement.