OAISYS (News - Alert), a provider of call center workforce management solutions has just made available Version 7.1 of its industry leading Talkument and Tracer call recording software solutions with three all new features.
The new features added in version 7.1 include Cloud Licensing, Live Desktop Monitoring and Caller Location Mapping for enhanced administering, monitoring and management within the contact center.
The Cloud Licensing Service is designed to enable the automatic registration of an OAISYS recording system and the ability to apply additional licenses directly via the cloud. The process streamlines system administration and improves the customer experience, making it even easier to deploy, manage and use the OAISYS solution.
The second feature included in the latest call center workforce management software, Live Desktop Video Monitoring, allows authorized users to view the live desktop activity of an agent. This feature enables supervisors and managers to obtain a complete view of any interaction.
Caller Location Mapping allows for the display of a map that shows a caller's location based on physical address or longitude/latitude coordinate information. This information can then be easily entered in the OAISYS system through ALI integration with a 9-1-1 system, the OAISYS Application Programming Interface (API) or user entry via the OAISYS Desktop Client and OAISYS Management Studio applications.
"Our product update and release efforts over the past two years have been aggressive, to say the least," said Brian Spencer (News - Alert), president of OAISYS, in a statement. "We make a point to stay in touch with our customers' evolving needs while concurrently keeping an eye on the dynamic technology evolution of the marketplace, and 7.1 shows tangible results of both efforts."
The new call recording software is compatible with multiple business communications systems, including those from Avaya (News - Alert), Mitel, ShoreTel, Toshiba and others. It also supports Session Initiation Protocol (SIP)-based communications services.
At the core of the Tracer functionality is the Talkument voice documentation solution. Talkument captures digital recordings, or voice documents of authorized users' phone-based conversations via patent-pending OAISYS Portable Voice Document (PVD) technology.
Conversations can be securely shared with other authorized users and supervisors for improved collaboration, accuracy and training. Tracer also offers advanced interaction management capabilities including customizable performance evaluations, live and automatic call monitoring, quality and resource utilization reporting and synchronized desktop video recording.
Recently, OAISYS announced that executive recruiter and placement firm Govig & Associates has begun to use the Tracer contact center management solution to maximize the management and performance of its call center.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein