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Vermont Rail System Improves Communications Using OAISYS Tracer Call Recording Solution

September 09, 2011

By Rajani Baburajan, TMCnet Contributor

OAISYS (News - Alert), a provider of business call recording and contact center management solutions, announced that regional rail service operator Vermont Rail System (VRS) has selected OAISYS Tracer call recording solution to improve communications.

Tracer leverages OAISYS PVD technology paired with advanced contact center management features, including customizable employee performance evaluations, live and auto call monitoring, quality and resource utilization reporting and synchronized desktop video recording capabilities.

Compatible with leading IP business communication systems, including those from Avaya (News - Alert), Mitel, ShoreTel, Toshiba and others, OAISYS Talkument and Tracer call recording solutions help companies improve customer service, reduce costs, increase revenue and drive overall profitability.

VRS relies on the Tracer contact center management solution to capture and record both telephone and radio calls for process adherence, service and regulatory compliance, company officials.

VRS handles three types of calls: calls between the dispatch center and train crews to receive authorizations for movement and instructions for the day; calls from the general public concerning safety and operational related issues; and calls from VRS management inquiring about train location, remaining crew hours, and arrival and departure times from terminals.

VRS required a communications solution that helps the company store, play back, and review both their telephone and radio-based communications so that it can comply with Federal Railroad Administration (FRA) requirements and evaluate dispatcher and employee performance.

VRS opted for OAISYS because the company was facing difficulty with the previous phone system. The software was cumbersome because they had to tie in their phone system and two different radio channels into a single, basic, analog interface. There was no database attached to it and no data compression. It was extremely inefficient and extremely unreliable.

Northeast Information Systems, an OAISYS channel partner, recommended Tracer to VRS.

“We recommended Tracer by OAISYS because it was the best solution for the customer’s needs,” said C.G. Frink, president of Northeast Information Systems. “The flexibility of being able to cover the phone lines and the radio channels was paramount, and Tracer was the obvious choice since its interface and the software would work well with their various audio sources.”

OAISYS’ ability to record radio calls on the local switching channel in the Rutland yard was one of the key differentiators that made Tracer the ideal fit. “We’ve never, ever been able to reliably record that yard channel in the past because no system could handle the amount of data it produces and the amount of space it needs,“ said Selden Houghton, VRS IT special projects manager, in a statement.

“Today, Tracer handles the channel really well, even though it requires almost non-stop recordings,” Houghton added. “It’s very important to have the recordings in the case of an issue in our switching yard.  We previously had many times when we wanted the local channel recordings, but they were not available.”

In July OAISYS announced that Technology Marketing Corporation (TMC), a global integrated media company, has named Tracer as a recipient of a Customer Interaction Solutions magazine 2011 CRM Excellence Award.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Rich Steeves

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