Oaisys Call Recording Solutions

Call recording and quality assurance technology can play a valuable role for businesses across a wide spectrum of industries, including automotive dealerships, financial services, insurance, healthcare, manufacturing and distribution. Any business that regularly communicates with customers, clients and partners via the phone should proactively manage the risks inherent in these interactions and promote quality assurance using call recording.

With the Tracer contact center recording and quality assurance solution, call recordings become a vital part of developing highly effective compliance, process and risk management programs. Tracer call monitoring functionality ensures phone-based interactions are readily available for dispute resolution and transaction verification.

 

Tracer contact center management software provides robust, enterprise-class call recording, agent evaluation and quality assurance functionality, including:

• Patent-pending OAISYS Portable Voice Document (PVD™) technology, which provides a highly secure means of reviewing, sharing and adding notes to call recordings
• Intuitive user interface with call visualization, which simplifies call recording review and auditing
• Effortless organization and search capabilities, allowing a targeted call recording to be retrieved within seconds
• Integrated live monitoring and auto monitoring, allowing real-time agent coaching and personnel development
• Customizable employee evaluations and powerful quality reporting, allowing call centers to proactively monitor, manage and improve workforce performance
• Optional desktop screen capture capabilities, enabling a more complete picture of agent activity

Talkument voice documentation software provides businesses complete control over risk management, quality assurance, customer retention, dispute resolution and other critical business concerns. Talkument users enjoy the familiarity of an Outlook-style interface to store and organize call recordings of their important business telephone conversations. Talkument software is unlike any other call recording solution on the market, which only offer limited call logging functionality, due to the patent-pending OAISYS Portable Voice Document (PVD™) technology at its core.

OAISYS PVD technology enables users to store, organize and play back call recordings, or voice documents, of their phone-based conversations. These call recordings can then be used to effectively drive quality assurance, workforce collaboration, dispute resolution and overall productivity measures.

Talkument is widely used in healthcare, legal services, insurance, financial services and multiple other industries. It delivers enhanced collaboration and an additional measure of revenue protection while supporting business documentation, dispute resolution, litigation defense and project management.

An unlimited user license for Talkument voice documentation software is included with every OAISYS call recording system, a unique delivery model that is unmatched by other call recording vendors. Talkument features include:

• Ability to highlight, annotate and share select portions of a call recording
• Selective call recording, allowing only desired extensions to be monitored
• Call visualization, which displays all activity that occurred throughout a call
• Security permissions that provide discrete access to the entire call recording, or just a select segment
• Playback via encrypted media file streaming for an enhanced level of security
• Flexible call recording connectivity options, including IP station side, trunk side, digital station side and voice activated recording
• Click-once installation and upgrade technology for faster, simpler deployment

OAISYS Mobile Recall is a feature enhancement to the OAISYS Talkument voice documentation and Tracer call center management call recording software solutions. Now, with a smart phone/mobile device such as an iPhone or Blackberry, remote workers can access their recorded conversations stored on the central OAISYS recording repository. Via a simple search based on date, extension, phone number or other criteria of relevance to the user, specific calls can be retrieved and played back directly from the mobile device.

In addition to enabling call recording search and retrieval functionality via mobile devices, OAISYS has collaboratively developed solutions supporting mobile phone recording, allowing users to capture conversations just as they would on a landline.

Leveraging fixed mobile convergence (FMC), an organization’s PBX can be extended to a mobile phone via intelligent call routing, while the OAISYS platform provides robust, seamless and centralized mobile call recording functionality. Calls can be selectively recorded without the need for user intervention, and are easily accessible via the Talkument and Tracer applications, making them available to organize, retrieve, playback, annotate and share as needed.