[November 17, 2009] Oaisys Releases Tracer Version 6.0 Digital Recording Solution Tweet Nov 16, 2009 (Close-Up Media via COMTEX) -- Oaisys, a provider of call recording and contact center management solutions, announced the immediate availability of Tracer version 6.0, a digital recording solution for contact centers. According to Oaisys, Tracer 6.0 offers live call and auto call monitoring functionality, as well as agent coaching and evaluation features. "Oaisys provides enterprise users with the tools they need to effectively address their customer service objectives, regulatory compliance requirements and business challenges throughout the entire enterprise," said 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." Tracer utilizes Oaisys Portable Voice Document (PVD) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, play back, annotate and share with others as needed. Additional features of the Tracer digital recording solution include: - Live Call Monitor: Tracer's integrated Live Call Monitor feature allows users to connect to one or more Tracer systems, each with up to 192 channels, to monitor agent interactions with customers in real time. - Auto Call Monitor: Tracer's Auto Call Monitor feature provides real-time automatic live monitoring of calls meeting criteria predefined by management. Supervisors may begin hearing a call that meets desired conditions instantly, or they can receive an immediate visual and/or audible notification of a situation requiring their attention. - 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 a way to reconstruct contact center scenarios. - 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 review a folder comprised of only his or her sales agents' calls. The Oaisys Tracer solution is used by organizations throughout a broad range of industries to obtain greater insight and understanding into the interactions that shape their everyday operations. These industries include financial services, healthcare, automotive dealerships and, within the public sector, transportation, energy and government agencies. Businesses use this information to ensure regulatory compliance, support customer retention and promote revenue protection. ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]