OAISYS continues to expand the flow of innovations and improvements to its call recording and call center management solutions with the new 6.1 release of its Talkument and Tracer software solutions.
Now available for early-adopter field trials, Talkument and Tracer version 6.1 delivers, the firm says, new deployment enhancements, improved functionality and cost savings.
Talkument is personal voice documentation and collaboration software utilizes patent-pending OAISYS (News - Alert) Portable Voice Document (PVD) technology to create digital media documents from business telephone calls. This makes them available to organize, retrieve, play back, annotate and share as needed.
Tracer is a contact center-focused call recording solution. It also leverages OAISYS PVD technology paired with advanced contact center management features including employee performance evaluations, live and auto call monitoring, quality and resource utilization reporting and synchronized desktop video recording capabilities.
Talkument and Tracer are compatible with leading IP business communications systems. These include those from firms such as Avaya (News - Alert), Mitel, ShoreTel and Toshiba.
New features, functionality and options delivered in version 6.1 of the OAISYS Talkument and Tracer software solutions include:
--SIP Trunk Recording: OAISYS solutions can now integrate directly with SIP trunks to record calls and capture call data, including outside party number, start time and duration. This allows organizations to take advantage of the cost savings SIP trunking can provide. Coming soon, the next release will expand the call data capture capabilities to include details from the communications platform, such as extension participants, in addition to the SIP trunk data.
--Speech Analytics: Contact centers can export call recordings based on pre-defined business rule, using criteria such as call duration or agent ID into speech analytics technology. This new function enables them to analyze and isolate calls containing user-definable terms or phrases of significance to management.
--On-Demand Licensing: Organizations primarily concerned with quality assurance or needing to judiciously monitor telephone handling processes will benefit from OAISYS's on-demand licensing. This new attribute enables what OAISYS says an affordable sampling of communications in accordance with dynamic business conditions. This improved software utilization efficiency, combined with Tracer's employee performance evaluations, live and auto call monitoring and reporting tools, delivers "a cost-effective, comprehensive quality assurance platform to boost sales, service levels and process adherence". This is particularly useful, reveals the firm, in telesales, customer service, healthcare, government and financial services contact centers.
--Multi-Language Support: Contact centers deploying across national boundaries or in markets with agents speaking varied languages will benefit from multi-language support, which now includes Spanish and Portuguese language packs along with the pre-existing English language pack. These initial language packs prove especially beneficial, says, OAISYS, to organizations across North, Central and South America, the Caribbean, Spain and Portugal.
The U.S. Hispanic population is rapidly growing, requiring more contact centers to have agents who can speak Spanish. Site selection experts say that more U.S.-serving Spanish-only and bilingual English-Spanish centers are being located nearshore in Latin American countries.
"This latest release of our Talkument and Tracer solutions reflects a combination of feature improvements, integrations and expanded deployment options that enable OAISYS to better address evolving market needs and unique customer requirements," said Brian Spencer (News - Alert), president of OAISYS. "We continue to rapidly identify, develop and implement enhancements to our products that enable us to deliver the most practical, easy-to-use and cost-effective call recording and interaction management solutions on the market."
Brendan B. Read is TMCnet's Senior Contributing Editor. To read more of Brendan's articles, please visit his columnist page.Edited by Patrick Barnard