As the VoIP call recording market continues on quite a competitive streak, companies dabbling in these contact center and business solutions need to consistently stay above the curve in order to remain relevant.
Keeping this need for competitive edge, OAISYS (News - Alert), a provider of enterprise-class call recording and contact center management solutions, announced the release of version 6.1 of its Talkument and Tracer software solutions.
Talkument is OAISYS's personal voice documentation and collaboration software. It leverages company's patent-pending Portable Voice Document "PVD" technology to create digital media documents from business telephone calls, thereby making them available to organize, retrieve, play back, annotate and share as required. In addition, this software also delivers company-wide control over risk management, quality assurance, customer retention, dispute resolution and other critical business concerns.
Tracer is OAISYS's call recording solution tailored for contact centers. It utilizes the company's PVD technology. This software also features advanced contact center management features, such as customizable employee performance evaluations, live and auto call monitoring, quality and resource utilization reporting and synchronized desktop video recording capabilities.
Compatible with various IP business communications systems, such as systems from Avaya, Mitel, Toshiba, ShoreTel (News - Alert) and others, both the Talkument and Tracer solutions facilitates companies to enhance customer service, reduce costs, increase revenue and also drive overall profitability, said officials with the company in a press release.
Currently available for early-adopter field trials, both latest versions of Talkument and Tracer provider users with new deployment enhancements, improved functionality as well as cost savings.
"This latest release of our Talkument and Tracer solutions reflects a combination of feature improvements, integrations and expanded deployment options that enable OAISYS to better address evolving market needs and unique customer requirements," said Brian Spencer (News - Alert), president of OAISYS. "We continue to rapidly identify, develop and implement enhancements to our products that enable us to deliver the most practical, easy-to-use and cost-effective call recording and interaction management solutions on the market."
Some of the new features, functionality and options incorporated into latest version of the OAISYS Talkument and Tracer software solutions include SIP trunk recording, speech analytics, on demand licensing, multi-language support.
With the help of the latest version of OAISYS Talkument and Tracer, the company's solutions can now integrate directly with SIP trunks to record calls and seamlessly capture call data, such as outside party number, start time and duration. As a result, organizations can take advantage of the cost savings SIP trunking can provide.
Apart from speech analytics, the latest version of OAISYS Talkument and Tracer also provide on-demand licensing, wherein organizations concerned with quality assurance can take advantage of this feature. As a result, these organizations can experience cost-effective random sampling of communications in accordance with dynamic business conditions.
Furthermore, both the softwares' multi-language support feature helps those contact centers that are deploying across national boundaries or in markets with agents speaking varied languages. The multi-language support includes Spanish and Portuguese language packs along with the pre-existing English language pack.
Company officials said in the release that the company is currently accepting a limited number of referrals for customers who are interested in participating in early-adopter field trials of the 6.1 release.
Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.
Edited by Kelly McGuire