Contact Center Solutions Featured Article

OAISYS Launches Version 5 of Tracer Call Center Software

August 18, 2008

OAISYS, a developer of customer interaction solutions for small- to medium-sized businesses (SMB) and call centers, has announced the availability of the latest version of Tracer, the company’s award-winning professional interaction management software.

OAISYS Tracer is a computer telephony integration (CTI)-enabled digital call logger that records, stores, organizes, and plays back telephone calls.
The version 5 of Tracer comes with several significant enhancements to the features and functionality. Additionally, the company is updating its software packaging to deliver the power and utility of call recording and voice documentation on an organization-wide level for companies in the SMB market.
Based on the success and market adoption of the OAISYS Talkument voice documentation solution, every OAISYS recording system deployment will now include unlimited user licenses for the Talkument software. The pairing of Talkument with Tracer’s powerful call center management capabilities brings an interaction management solution that is more enhanced.
The new Tracer features a newly designed, more intuitive user interface, improved organizational functionality, allowing users to create dynamic search folders, as well as static folders, VOX recording integration for radio channels. In addition, it offers digital station-side recording without computer telephony integration dependencies, call segment sharing, allowing users to share only relevant portions of calls, a single, portable administrative interface based on Web services architecture to manage an entire OAISYS recording solutions network.
Tracer version 5 also supports supervisor permissions enabling the creation of user accounts and evaluations but restricting administration of the Tracer system itself. It also offers call visualization for all activity that occurred during a call.
One-click installation and upgrade technology for faster, simpler deployment
Enhanced capabilities in the patent-pending OAISYS Portable Voice Document technology to incorporate desktop video files are the other enhancements to the newly launched Tracer.
It also includes major enhancements to integrations with leading business communications platforms from manufacturers including Mitel, Toshiba and ShoreTel
“By introducing these innovative enhancements to the Tracer solution and incorporating the look, feel and functionality of our highly regarded Talkument application, we have created a truly unique and superior solution for the SMB sector,” said OAISYS President, Brian Spencer.
Spencer also mentioned that with this latest release, call center managers will experience the full scope of Tracer’s business intelligence capabilities, and knowledge workers will be empowered with the ability to manage their own calls and phone-based interactions.
This new product packaging will significantly enhance the productivity and efficiency of employees at every level of the organizations we serve, assured Spencer.
OAISYS will showcase the latest version of Tracer at TMC’s INTERNET TELEPHONY Conference & EXPO West 2008, being held September 16-18 in Los Angeles.
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Jai C.S. is a contributing editor for ContactCenterSolutions. To read more of Jai's articles, please visit his columnist page.