Voice Documentation

Also known as “voice documentation”, call logging and recording is a business tool meant to help improve customer service quality and serves as a record keeping tool for voice.  Heavily used in contact center applications, voice documentation allows managers and supervisors to evaluate individual agent performance to assist in areas needing improvement and as a powerful training tool.  From Oaisys comes Talkument and Tracer, two of the most powerful call logging and recording solutions.

TALKUMENT

Talkument® call recording and voice documentation software from OAISYS® gives businesses control over risk management, quality assurance, customer retention, dispute resolution and other critical business concerns. Talkument users enjoy the familiarity of an Outlook© style interface to store and organize call recordings of important business telephone conversations. Talkument software is unlike other solutions on the market, which only offer basic call recording capabilities, due to its patent-pending OAISYS Portable Voice Document (PVD™) technology.

OAISYS PVD technology enables users to store and organize call recordings, or voice documents, of phone-based conversations. These call recordings can then be used to effectively drive quality assurance, workforce collaboration, dispute resolution and overall productivity measures.

An unlimited user license for Talkument voice documentation software is included with every OAISYS call recording system, something no other call recording vendor provides. Talkument features include:

* Ability to highlight, annotate and share select portions of a call recording
* Selective call recording, allowing only desired extensions to be monitored
* Call visualization, which displays all activity that occurred during a call
* Security permissions that provide discrete access to the entire call recording, or just a select segment
* Playback via encrypted media file streaming for a high level of security
* Flexible call recording connectivity options, including IP station side, trunk side, digital station side and VOX recording
* One-click installation and upgrade technology for faster, simpler deployment

With applications in healthcare, law offices, insurance and finance and several other industries, Talkument provides an extra layer of collaboration and revenue protection in the areas of documentation, dispute resolution, litigation defense and project management.

 

TALKUMENT FLASH DEMONSTRATION (please allow a few moments for hte Flash presentation to load)

TRACER

Call recording and quality assurance technology can play a valuable role for businesses across a wide spectrum of industries, including automotive dealerships, financial services, insurance, health care, manufacturing and distribution. Any business that regularly communicates with customers, clients and partners via the phone should proactively manage the risks inherent in these interactions and promote quality assurance using call recording. Using Tracer, our call center recording and quality assurance solution, call recordings become a vital part of developing effective compliance, process and risk management programs. Tracer call monitoring functionality ensures phone-based interactions are readily available for handling disputes and verifying transactions.

 

Tracer call center management software provides robust call recording capabilities and quality assurance functionality, including:

* Patent-pending OAISYS Portable Voice Document (PVD™) technology, providing a secure means of reviewing, sharing and adding notes to call recordings
* Intuitive user interface with call visualization feature, which simplifies contact center call recording review and auditing
* Effortless organization and search capabilities, allowing the targeted call recording to be retrieved within seconds
* Integrated live call monitoring, allowing real-time agent coaching and personnel development
* Customizable employee evaluations and powerful quality reporting, allowing call centers to proactively monitor, manage and improve workforce performance
* Optional desktop screen recording capabilities, enabling a more complete picture of agent activity

The Tracer call center management solution integrates with leading business communications systems, and is easily deployed via one of our flexible, cost-effective call recording platforms. Additionally, businesses choosing Tracer for their call recording needs also receive our award-winning Talkument® voice documentation and collaboration software, which enables knowledge workers to search, playback, annotate and share their phone-based interactions.

TRACER SOLUTION OVERVIEW (please allow a few moments for the Flash presentation to load)