OAISYS Enhances Talkument and Tracer Solutions
OAISYS, a provider of business call recording and contact center management solutions, today announced the immediate availability of version 6.2 of its Talkument and Tracer software. Version 6.2 delivers new enhancements for public safety agencies, contact centers, and organizations leveraging Session Initiation Protocol (SIP) technology. Tracer and Talkument are compatible with leading business communications systems, including those from Avaya, Mitel, ShoreTel, Toshiba and others.
“Public safety agencies demand a technology infrastructure that can reliably support the mission-critical communications they handle daily. Ensuring people, processes and technology are suitably equipped to manage these interactions can literally mean the difference between life or death,” said Sean Miller, regional sales manager for Oklahoma-based Travis Voice and Data, a long-time OAISYS reseller with extensive experience supporting public safety sector communications needs. “OAISYS has made some exciting enhancements to its Tracer call recording software, which the public safety organizations we regularly serve will find very useful in addressing their unique communications requirements.”
Specific public safety-related features delivered in version 6.2 of the Tracer solution include:
Incident Reconstruction: Multi-channel playback enables the user to play up to eight recordings simultaneously. This feature is useful for public safety and contact center customers, which routinely receive multiple calls about the same event. Communications and dispatch centers can replay these related calls from within a single user interface as they occurred in real time. Each recording has variable speed control, allowing the audio to be played back more slowly than normal, in addition to volume and balance controls, to help facilitate capture of key information.
Portable Incident Replay: A stand-alone player, which enables convenient replay of recordings in the field or in a courtroom, has been enhanced to also include incident reconstruction functionality. The player provides a graphical timeline and a full set of playback controls, including variable speed, balance, and volume.
Also introduced in version 6.2 of Talkument and Tracer is enhanced integration capability for directly recording SIP Trunks. This latest feature, called OAISYS SMDR Matching Logic, allows Talkument and Tracer to associate extension information and account codes to a call once it is completed. This feature is currently available with the Mitel 3300 IP Communications Platform (ICP), Mitel 5000 Communications Platform (CP) and the Toshiba Strata CIX IP business telephone systems, with others planned in future updates.
“Our research has shown that SIP can deliver significant cost savings to contact centers. However, these organizations are heavily focused on managing the quality of their agent interactions, and the limitations of existing call recording solutions to integrate with SIP trunks could force contact center management to make unwelcome sacrifices in this area,” said Dick Bucci, principal, Pelorus Associates. “With their 6.2 release, OAISYS has taken a very innovative and proactive approach to addressing this dilemma facing contact centers.”
“The SIP enhancements developed in version 6.2 and beta tested with Bistech enable us to offer solid and reliable call recording and interaction management solutions that seamlessly integrate with SIP Trunks,” said Richard Holbrook, technical director at Bistech Group, an OAISYS reseller located in the United Kingdom. “Our customers can now benefit from improved infrastructure and administration efficiencies, as well as cost savings, associated with a SIP-based environment, while also effectively meeting quality assurance and call monitoring requirements.”
“We are thrilled to continue our rapid pace of innovation and delivery of tangible value to our customers,” said Brian Spencer, president of OAISYS. “This 6.2 release shows our insightful understanding of the challenges faced by businesses and our proven ability to apply practical solutions that fit with the way people already work. Our unique applications should be considered by businesses looking to gain a competitive advantage through effective communications.”