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Overview
Tracer, the professional interaction management solution from OAISYS, provides formal and informal call centers complete control over their voice-based communications. Tracer enables businesses throughout a wide range of industries to more effectively manage phone-based interactions, optimize advertising efforts, ensure protection from liability concerns, resolve disputes, achieve and maintain regulatory compliance and collaborate with partners, contractors and others
Solution
Tracer automatically records, stores and organizes telephone conversations and, optionally, associated desktop activity on a secure central server. Using a variety of audio connections, communications system integrations and recording triggers, Tracer can target those conversations that have a lasting impact on your business.
Tracer delivers multiple benefits to any business environment. Chief among these are improved employee training, liability protection and activity reporting. These benefits are targeted at appropriate individuals throughout the organization via unlimited user accounts for search, playback and sharing functions.
Key Features/Benefits
Secure Voice Document Sharing
Patent-pending OAISYS Portable Voice Document (PVD™) technology provides a secure means of storing, reviewing, sharing and adding notes to call recordings.
Intuitive User Interface
Call visualization feature simplifies call recording review and auditing.
Organization and Accessibility
Effortless organization and search capabilities allow a targeted call recording to be retrieved within seconds.
Integrated Live Call Monitoring
Real-time agent coaching and personnel development can easily be conducted “on-the-fly.”
Workforce Performance Management Tools
Customizable employee evaluations and powerful quality reporting, allowing call centers to proactively monitor, manage and improve agent performance.
Optional Desktop Screen Recording
Supervisors obtain a more complete view of agent activity, making it easier to implement performance improvements.
Advanced Administrative Application
Easy assignment of individual and group permissions and visibility to log files showing the date, time and user name associated with the access of call recordings.
Organization-Wide Interaction Management
Tracer, paired with Talkument, provides every member of an organization, whether in the call center or another department within the company, with the benefits of voice documentation.
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