On-Site Call Recording
We understand that sometimes call recording is not options- it is essential. Not only does your organisation need a secure and easy to use “blanket” recording solution, but you need a full range of functionality and reporting built in.
Our Solution from OAISYS, one of the leaders in advanced recording solutions, allows you to not just record calls, retrieving them easily, but also facilitates Agent Scoring and Desktop capture.
Talkument Voice Documentation
Features
- Creates digital media documents from business telephone calls
- Utilises patent-pending OAISYS Portable Voice Document (PVD™) technology
- Centrally stores voice documents on a secure network repository
- Provides the ability to organise, retrieve, playback, annotate and share voice documents
Key Benefits
- Productivity: Share information quickly, seamlessly and securely without the need to transcribe
- Accuracy: Capture the full interaction (tone of voice, pauses, etc. ) to verify exactly what was said and by whom, eliminating miscommunication errors
- Risk Management: Document phone-based transactions to minimise liability risk and ensure regulatory compliance
- Customer Retention: Gain insight into how customers are being treated, identify areas for improvement
TRACER Contact Centre Management
Features
- Same core feature set as Talkument, but with advanced capabilities for quality assurance, real-time coaching and personnel development
- Integrated live call monitoring with pause, rewind, fast forward and instant messaging
- Desktop video recording to audit PC use during calls
- Employee evaluations and quality reporting for proactively developing personnel and monitoring service
Key Benefits
- Best Practices Identification: Increase revenues by sharing/promoting strong sales techniques and reducing negative practices
- Personnel Development: Easily establish performance standards and metrics for critical processes and systematically evaluate performance
- Regulatory Compliance: Promote revenue protection, avoidance of penalties, fees and negative publicity
Live Call Monitoring
- Fully integrated within the main Tracer user interface
- A manager can see some or all calls presently taking place on the network
- Control recordings manually
- Organise views by activity or user classification
- Monitor entire enterprise voice network at once
Owners Report
- Used to hold management accountable to oversight and QA responsibilities
- Lists all user activity for the period specified (daily, weekly, monthly) for the following:
- Live Calls Monitored (Who listened live to what calls?)
- Calls Reviewed (Are my managers reviewing calls?)
- Calls Evaluated (Is my QA Team evaluating the number of calls required?)
- Calls Coached (Which managers are responding to our agents needs?)
- Reports Run (Are the reports being utilized by all managers?)
- Can automatically be generated and delivered via email
