Tech Talk Featured Article

TMC Honors OAISYS for Digital Call Recording and Interaction Management Software

February 01, 2010

By Jayashree Adkoli, TMCnet Contributor

Technology Marketing Corporation’s Customer Interaction Solutions, or “CIS,” magazine recently honored OAISYSTracer, a digital call recording solution for contact centers, with the 2009 Product of the Year award.
OAISYS (News - Alert) is a provider of small- to medium-sized business and enterprise-class call recording and contact center management solutions. The company’s call recording and interaction management software, Tracer, captures telephone-based interactions as digital call recordings, or voice documents - by leveraging company’s patent-pending Portable Voice Document technology.
Tracer’s PVD functionality can be paired with company’s advanced contact center management features and can be utilized for - employee performance evaluations; live call monitoring to efficiently monitor agent’s interactions with customers in real-time; generating quality and resource utilization reporting; and more.
Featuring seamlessly integration with many business communications systems, including most standards-based IP and legacy TDM systems, OAISYS’s Tracer is also provided with a free, system-level and Web services API. This helps in integration with various predictive dialers, ACD and other contact center applications and many business applications, such as Microsoft (News - Alert) Outlook, and Microsoft Dynamics.
In addition to above features, OAISYS’s Tracer is also provided with many other features such as live annotations and coaching, and automated call organization that helps in identifying calls that meet set of criteria based on call filters. The live annotations and coaching capabilities allows supervisors of an organization to add text annotations directly to calls while monitoring a call, live. Additionally, integrated instant messages facilitate supervisors to coach agents directly.
Furthermore, Tracer is also provided with owner's report feature that shows who is using Tracer, for what purpose, and for what duration.  This helps in easy manageability, says OAISYS.
“Tracer delivers a sophisticated, yet simple to use, highly affordable call recording solution to the enterprise market,” Brian Spencer, president of OAISYS, said in a statement. “Our customers use Tracer to enhance and protect revenue streams, reduce agent turnover and associated training costs and maximize overall profitability of their contact center operations.”
“OAISYS has displayed true innovation and excellence in the development of contact center recording solutions, and is dedicated to improving the contact center experience and ROI for the companies that use them,” Rich Tehrani, CEO of TMC (News - Alert), said in the release.
The Customer Interaction Solutions magazine is TMC’s publication covering CRM, call centers and teleservices.
Apart from OAISYS, Parature (News - Alert) also received TMC’ CIS magazine’s 2009 Product of the Year award for its customer service software.

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

Edited by Amy Tierney

blog comments powered by Disqus