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OAISYS Streamlines Call Analysis

TMCnews Featured Article

January 26, 2012

OAISYS Streamlines Call Analysis

By Sandra M. Gustavsen, Analyst, Business VoIP

OAISYS (News - Alert) rolls out another version of its Talkument and Tracer call recording and contact center management software, making this the sixth set of enhancements in just two years. Version 7.2 (currently an early adopter release) adds features that focus on public safety, privacy and streamlining call analysis. The new features can be used to mask sensitive data and to slice, merge or segment recorded information.

Call recording solutions help businesses evaluate sales techniques and ensure quality and compliance - important activities that foster customer loyalty which in turn improves a company’s bottom line. The OAISYS Talkument call recording and voice documentation software utilizes patent-pending OAISYS Portable Voice Document (PVD) technology for storing and organizing call recordings. Tracer is license-activated contact center management software that adds advanced capabilities for quality assurance, real-time coaching and employee evaluation.

The customer can provision the licenses on a user-by-user basis so that each user can access the foundation layer Talkument call recording functionality, Tracer features, or both. OAISYS software also has an open architecture and associated APIs for integration with third party solutions such as CVT 3L’s call accounting, IAT’s predictive dialing, prairieFyre and CRM applications such as ACT!, and Microsoft (News - Alert) Dynamics CRM.

OAISYS cites its channel-only sales model (no direct sales) and emphasis on customer service with pre- and post-sales support (JumpStart Services) as key advantages and differentiators from the competition. The OAISYS SureDeal Guarantee Program offers a 60-day money-back satisfaction guarantee to eligible buyers, and Professional Services are available for specialized installation support.

The company has produced six new software versions in just two years, including three versions in 2010 (6.1, 6.2 and 6.3), adding support for third party speech analytics interoperability and new language packs, SIP trunk integration and on-demand licensing (version 6.1) and a Matching Logic feature that allows collection of information from SIP trunks (version 6.2).

While version 6.3 was released to early adopter field trials, its feature set was ultimately rolled into version 7.0. New language packs added in 2010 (French, Spanish and Portuguese) have made the solution more viable in other world regions (previously only English was available). Currently, OAISYS has installations in 15 countries.

In 2011, OAISYS introduced two versions (7.0 and 7.1), adding integration with Microsoft Active Directory, enhancing quality monitoring and improving features related to public safety such as Automatic Location Identification and Spoken-Time Overlay with version 7.0, and then adding Cloud Licensing, Live Desktop Monitoring and Caller Location Mapping in version 7.1.

The latest version 7.2 adds features related to public safety, privacy and streamlining call analysis. The new features can be used to mask sensitive data and to slice, merge or segment recorded information.

  • Call Slicing: Users can separate a single call recording into multiple recordings. For example, a public safety dispatcher may call-in two incidents at once; this recording can be sliced into two separate calls for better analysis.
  • Call Merging: Users can merge two or more recordings into a single recording such as when three separate calls all pertain to a single incident; these calls can be merged into one recording for better analysis of this particular event.
  • Call Redacting: Users can highlight a section of a recording and play silence over the audio (blurring or scrubbing). For example, when a public safety agency shares a 911 call with the media, they may want to protect sensitive information such as caller’s name or address.
  • Call Segment Exporting: Users can highlight a segment of a call and export that portion as a WAV (News - Alert) file or other file format. This is useful if a lengthy call contains pauses, and user wants to export only the actual audio segments. A beep tone indicates the break in segments.

OAISYS version 7.2 is currently an early adopter release with full availability expected in late March 2012. Once generally available, existing customers enrolled in the OAISYS support services program will be able to get a free software upgrade from their dealer. OAISYS recording software is deployed with a number of leading telecommunications telephony systems, including those from Avaya, Mitel, NEC, ShoreTel (News - Alert) and Toshiba and is tightly integrated with the prairieFyre customer interaction solutions portfolio.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. 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. For more information on registering for ITEXPO registration, click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Sandra M. Gustavsen, business VoIP analyst, contributes her Business VoIP column to TMCnet. To read more of Sandra's articles, please visit her columnist page.

Edited by Jennifer Russell

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