OAISYS is one of the leaders in business call recording and contact center management solutions. OAISYS is currently helping to keep regional rail service operator Vermont Rail System (VRS) on track with their OAISYS Tracer call recording solution. In order to capture and record both telephone and radio calls for process adherence, service and regulatory compliance, VRS leverages the Tracer contact center management solution.
All calls handled by VRS fall into three main categories. First are calls that take place between the dispatch center and train crews, second are calls from the general public concerning safety and operational related issues and third are calls from VRS management inquiring about train location and arrival and departure times from terminals.
In a release, Selden Houghton, VRS IT/Special Projects Manager said that "Previously, we'd used a really basic PC with some off-the-shelf software. It was very unorganized, haphazard and unreliable. It worked, but it was cumbersome because we had to tie in our phone system and two different radio channels into a single, basic, analog interface. There was no database attached to it and no data compression. It was extremely inefficient and extremely unreliable."
VRS searched for a state-of-the-art recording solution that would give them the option to store, play back, and review both their telephone and radio-based communications which is required in order to comply with Federal Railroad Administration (FRA) requirements and to evaluate dispatcher and employee performance.
C.G Frink, President of Northeast Information Systems, an OAISYS Channel Partner said that "We recommended Tracer by OAISYS because it was the best solution for the customer's needs. The flexibility of being able to cover the phone lines and the radio channels was paramount, and Tracer was the obvious choice since its interface and the software would work well with their various audio sources."
Houghton went on to say that "We've never, ever been able to reliably record that yard channel in the past because no system could handle the amount of data it produces and the amount of space it needs. Today, Tracer handles the channel really well, even though it requires almost non-stop recordings. It's very important to have the recordings in the case of an issue in our switching yard. We previously had many times when we wanted the local channel recordings, but they were not available."
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