OAISYS' New Tracer 6.0 Helps Contact Centers Target Costs, Performance

Contact centers rely on call recording to enable optimum high quality performance from agents -- and in doing so ensuring customer-retaining service. To accomplish these goals productively, keeping costs down and profitability up, with budgets on target, requires recording solutions that enable more efficient monitoring, coaching, supervision and training.


OAISYS’s new Tracer version 6.0 does just that with feature enhancements to better support large-scale, enterprise-wide deployment of the Tracer professional interaction management solution. These include:

Live Call Monitor

Tracer 6.0’s integrated Live Call Monitor feature allows users to connect to one or more Tracer systems, each with up to 192 channels, to easily and efficiently monitor agent interactions with customers in real time. Benefits include easy monitoring access to calls occurring across all nodes of the enterprise voice network, such as those handled in remote or branch offices.

Auto Call Monitor

Tracer’s Auto Call Monitor feature provides real time automatic live monitoring of calls meeting criteria pre-defined by management. Supervisors may begin hearing calls that meets desired conditions instantly, or they can receive immediate visual and/or audible notifications of situations requiring their attention. For instance, an agent call with an upset customer can be identified and resolved before resulting in potentially negative and costly consequences.

Live Annotations and Coaching

Tracer’s live annotations and coaching capabilities enable supervisors to add text annotations directly to calls during live monitoring, permitting their observations to be captured in real time. Integrated instant messaging lets supervisors coach agents directly and unobtrusively, allowing them to influence the quality of interactions. All annotations and coaching sessions are logged in context with the voice recording, providing an easy way to reconstruct contact center scenarios.

Quality Control Work Queues

Tracer’s quality control work queues allow users to create rules for the count and types of calls that supervisors must evaluate. This improves the speed and efficiency with which agent evaluations are completed while also ensuring supervisor objectivity.

Automated Call Organization

Tracer’s automated call organization feature identifies calls that meet set criteria based on call filters, such as agent ID or extension lists, and categorizes them within a specific search folder, which streamlines performance evaluation. For example, a manager can easily review a folder comprised of only his or her sales agent calls.

Owner’s Report

Tracer’s Owner’s Report feature clearly reveals who is using Tracer, how often, and for what purpose. This enables organizations to hold management accountable to their contact center oversight and quality assurance responsibilities.

Tracer utilizes patent-pending OAISYS (News - Alert) Portable Voice Document (PVD) technology to capture telephone-based interactions as digital call recordings, or voice documents to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s contact center management features, including employee performance evaluations, live monitoring, and the ability to generate quality and resource utilization reporting.

“OAISYS provides enterprise users with the tools they need to effectively address their customer service objectives, regulatory compliance requirements and unique business challenges throughout the entire enterprise,” says Brian Spencer, president of OAISYS. “The feature enhancements in this latest release of Tracer were driven by the direct feedback of our contact center customers. Our willingness to listen and actively respond to the voice of our customers with innovative, reliable and affordable solutions helps them to achieve low-cost, efficient and profitable contact center operations.”