Call Recording Software Featured Article

OAISYS Talkument and Tracer Ensure Call Compliance

By Rory Lidstone, TMCnet Contributing Writer

Business call recording and contact management solutions provider OAISYS (News - Alert) is perhaps best known for its Talkument and Tracer voice compliance and quality monitoring solutions. These solutions can help companies to improve risk management, quality assurance, customer retention, dispute resolution and other critical business concerns while ensuring regulatory compliance — all of which is extremely relevant to the businesses and call centers of today.

As such, Talkument and Tracer have received a number of recognitions; for example, these solutions received the 2012 TMC (News - Alert) Labs Innovation Award late last year. More recently, OAISYS was awarded a 2013 Avaya DevConnect (News - Alert) Partner Excellence Award for Talkument and Tracer.

This latter achievement is particularly noteworthy because OAISYS's call recording solutions only started being offered through Avaya as of February of this year. Meanwhile, Talkument and Tracer actually leverage Avaya (News - Alert) Speech Analytics technology to provide audio mining capabilities at a price point suitable to small- and medium-sized businesses (SMBs).

Furthermore, Talkument and Tracer come loaded up with OAISYS's own Speech Search functionality, making it a simple task to search call recordings based on a specific keyword or phrase — even with very large volumes of audio data. This enables organizations to easily address various regulatory requirements, while enhancing the customer experience.

Regulatory compliance was indeed the primary focus of last year's 7.2 update to Talkument and Tracer, which included features such as Portable Voice Document Recording Technology, which stores conversation files in a secure, proprietary format; Restricted Information Access, which restricts user access to calls based on a combination of call data and filters; and Digital Watermarking, the ability to verify and prove that call files haven't been altered in any way.

"Our customers tell us regulatory compliance is a top-of-mind issue, one for which we have been targeting solutions for many years," said Brian Spencer, president of OAISYS, in a statement. "With Tracer and Talkument version 7.2, I am proud to say we have achieved a unique and comprehensive compliance solution for customers in any industry."